The people at the accounts you sell to and support — decision-makers, influencers and end users.

Contacts

A contact is an individual person at an account — typically a decision-maker, influencer, or end user. Every contact belongs to an account.

What a contact record stores

The contact detail screen has 6 collapsible sections:

Section	Fields
Identity	Salutation, first name, last name, full name
Account & Role	Account, job title, department, primary contact flag
Contact Information	Email, phone, mobile, fax
Mailing Address	Full structured address
Additional Info	Description, birthday, lead source, reports-to
Communication Preferences	Email opt-out, do-not-call, fax opt-out

Each account has one primary contact — usually the main decision-maker or business sponsor. Setting a contact as primary automatically clears the flag on the previous one, so you never end up with two.

The primary contact is auto-suggested as the default on:

Opportunities (Primary Contact field)
Quotes (Contact field)
Contracts (Primary Contact field)

This saves a lot of clicks.

Org chart at the account

Use Reports To to model the org structure inside an account:

CEO
├── VP Sales
│   └── Sales Director
└── VP Engineering

The account detail page renders this as a clickable tree, so you can see at a glance who reports to whom. The AI Copilot uses it when summarising the account — it can tell you which people are decision-makers vs. influencers.

Three opt-out flags tell the system this person doesn't want to be contacted. Every flag is shown as a red badge at the top of the contact screen so it's impossible to miss:

Flag	What happens
Email Opt-out	The Sales Copilot refuses to draft outbound emails to this person; marketing campaigns exclude them.
Do Not Call	The system blocks you from logging a Call task to this contact.
Fax Opt-out	Fax-based campaigns skip this contact.

Reps can request a flag change but cannot remove these themselves — it's an admin-only action.

Built-in rules

An email address must be unique within the same account. The same person can appear under multiple companies (a board member, for example) but not twice in one company.
Welcome email — when a contact is created, the system automatically sends them the contact_welcome email template.

Contact visibility inherits from the parent account. If you can see the account, you can see all its contacts. There's no separate contact sharing model to manage.

This makes the security story simple: get the account-sharing right and contacts follow.

Standard list views

My Contacts — contacts you own.
Primary Contacts — is_primary = true.
Decision Makers — title contains "VP", "Chief", or "Director".
By Title — grouped.
Recently Added — newest first.

How the AI Copilot uses contacts

When you ask the Sales Copilot to draft an email, it uses:

The contact's first name and title (for personalisation).
The account name and industry (for context).
The product catalog (for relevant talking points).
The contact's communication preferences (to skip opt-outs).

So "Draft a follow-up to Jane" gives you a personalised, on-brand email in seconds.

Tips for sales reps

✅ Always set a job title and department — it's used by reports and by the Copilot.
✅ Use the Reports To field — it makes account meetings much easier to prep for.
✅ Mark exactly one primary contact per account.

Tips for admins

The list of departments (Sales, Marketing, Engineering, Finance, IT, Operations, HR, Legal, Executive, Other) is configurable per the picklist values. See Customization › Extending Objects.
The welcome email template can be customised in your email-template settings.
Sharing inheritance from accounts means you generally never need account-specific contact sharing rules.

Contacts

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