> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.pivotal.app/llms.txt.
> For full documentation content, see https://docs.pivotal.app/llms-full.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.pivotal.app/_mcp/server.

# Add contacts

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).

## Auto-link from your CRM

When [HubSpot](/product/integrations/connect-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.

## The gotcha: domain mismatch breaks auto-link

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**.

## Related

* [Manage contacts](/product/customers/manage-contacts)
* [Connect HubSpot](/product/integrations/connect-hubspot)
* [Notifications](/product/integrations/notifications)

Email **[help@pivotal.app](mailto:help@pivotal.app)** with a screenshot of where you got stuck and the customer or onboarding id from the URL.