Manage contacts
Common questions about editing, promoting, archiving, and deleting contacts.
Once you’ve added contacts, the day-to-day work is small: someone gets promoted, someone leaves, you need to swap who gets the emails. Open a customer, click the Contacts tab, and click the contact you want to change. Edits save on blur.
Hover the row of the contact you want to promote and click the star icon. The previous primary loses the star automatically. Only one contact can be primary at a time, and the new primary takes over notification routing on the next event. In-flight emails do not redirect.
Archive hides the contact from the active list and stops them from receiving notifications, but keeps every comment, mention, and historical task assignment intact. Delete removes them outright: the contact disappears from history, and any past @mentions collapse to “removed contact”. Most teams archive. Reach for delete only if the record was created in error (wrong customer, typo email, duplicate from a CSV paste).
To archive: open the contact, click ⋯ > Archive. To delete: same menu, ⋯ > Delete. Delete asks for confirmation since it’s not reversible.
Open the Contacts tab, click the Archived filter at the top, find the contact, and click Unarchive from the row. They reappear in the active list with all history attached. If they were primary before archiving, you’ll need to promote them again.
You have two choices, depending on whether they’re being replaced:
owner (your CSM) until you assign a new primary. Pi flags this in the What’s at risk view since “no primary contact” is one of its risk signals.Not directly. Add the contact on the new customer, archive them on the old one. Their history stays where the work happened, which is the right outcome for the audit log.
Yes. Tick the row checkboxes in the Contacts tab and use the toolbar to archive, unarchive, or change role across the selection. The toolbar only shows actions that apply to every selected contact, so a mixed selection of active and archived rows hides Archive.
Email help@pivotal.app with a screenshot of where you got stuck and the customer or onboarding id from the URL.