Customers

Add contacts

Get the humans on the customer side into the record so notifications route correctly.
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A Contact is a person at a Customer. They have a name, email, title, and optional phone. One Contact per Customer can be marked primary, and that one gets the default Slack DM and email when an onboarding sends a notification. Add Contacts as soon as you know who’s driving the work on their side, because notification routing and the customer portal both depend on them.

Add one Contact at a time

  1. Open the Customer you want to add to.
  2. Click the Contacts tab.
  3. Click + Contact. A small inline form opens.
  4. Type Name and Email. Both required.
  5. Set Title if you have it. Pi uses titles to draft personalized emails and to summarize who’s on the account.
  6. Click Save. The contact appears in the tab list. The first contact you add is auto-promoted to primary; you can change that later.

Add many at once

If you have a list from a kickoff form or a CSV export, paste it in:

  1. Contacts tab > + Contact > Paste a list.
  2. Paste rows in the order name, email, title. One contact per line. Commas inside quoted strings work.
  3. Click Preview. Pivotal shows what it parsed and flags rows with invalid emails or missing names.
  4. Fix any flagged rows in the textarea, then click Add 7 contacts (or however many).

When HubSpot is connected, Pivotal pulls any HubSpot contact whose company matches this customer’s domain and links them on every sync. You don’t have to add those contacts by hand. If a HubSpot contact lands here but shouldn’t, you can unlink them from the Contacts tab without deleting the HubSpot record.

What “primary” means in practice

The primary Contact is the default recipient for:

  • Phase-change emails fired by the onboarding
  • Customer-facing task assignments
  • The portal invite, if you send one

If you have not picked a primary, those emails go to the Customer’s owner (a CSM on your side) as a fallback, which is rarely what you want. Set a primary as soon as you’ve added the first contact.

CRM auto-link matches on the Customer’s domain exactly. If a HubSpot contact’s email is @acmecorp.io but the Customer’s domain is acme.com, the contact will not auto-link. Fix the domain on the Customer record, then run a manual sync from Integrations > HubSpot > Sync now.

Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.