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Key Contacts For Customers

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Joss Rodriguez
Updated 1 day ago
Key contacts in Pipeline CRM help you keep track of the people who matter most—whether they’re the decision-maker or primary contact. With just a few clicks, you can highlight essential relationships and make your customer profiles more insightful for your whole team.

Why Key Contacts Matter

  • Quick Identification: Instantly spot the most important contacts at a glance.
  • Team Collaboration: Help teammates and executives understand who’s crucial at each customer.
  • Better Organization: Separate key contacts from the crowd for faster access.

People vs. Key Contacts: What’s the Difference?

  • All People: Shows everyone linked to the customer, including key contacts.
  • Key Contacts Tab: Displays only those marked as key contacts.
This makes it easy to scan for the most relevant contacts without wading through the whole list.

How to Set a Key Contact

  1. On a customer's profile, go to the People tile.
  2. Mark as Key Contact
    Select the star ⭐ next to the person’s name.

  3. Define the Relationship (Optional)
    A prompt appears—add a label like primary decision-maker, internal champion, or influencer to clarify their role.


How to Remove a Key Contact

  1. Click the yellow star ⭐️ next to the key contact’s name.
  2. In the prompt, select “Not a key contact.”
  3. The star returns to its default color, and the contact is no longer highlighted.



Filtering Key Contacts in the Activity Feed

  • Under the Activity Feed, open the People dropdown menu.
  • Filter activities to show only those linked to key contacts.

Filtering Key Contacts using List Views

To filter for key contacts, head to the People list view and tap the Columns icon in the upper right corner. Then, enable “Customer Key Contact”. 


Key Takeaways:
  • Marking key contacts streamlines your workflow and improves team visibility.
  • Use relationship labels to provide context.
  • Filtering by key contacts keeps your activity feed relevant.
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