Nominating the Primary Contact for a Client

The Primary Contact is the main contact used when contacting the client, for example, inserting a contact name when creating emails or documents.

• Practices will be able to see which contact is the Primary Contact from the Contacts tab.
• For practices not using FYI as Primary, Primary Contacts are selected from the integrated practice management platform, for example, Xero Practice Manager, APS etc.
• For practices where FYI as Primary is enabled in Practice Settings, users can create and manage Primary Contacts from within FYI. Refer to Enabling FYI as Primary Source for Client Data.

When a contact is nominated as the Primary Contact, the following fields will be updated on the Client - Summary tab:

• Contact
• Salutation (if FYI Client Mobile & Salutation is not enabled in Practice Settings - FYI as Primary).
• Addressee (when used as a Merge Field, if Addressee details are entered in Xero Practice Manager)
• Mobile number (if FYI Client Mobile & Salutation is not enabled in Practice Settings - FYI as Primary)

Refer to Client Summary.

Within FYI

For practices integrated with Xero Practice Manager, when a change is made to a contact in FYI, a Pending Sync tag will be displayed while waiting for the updates to be synced with Xero Practice Manager. This tag is located beside the Client Name on the Client - Summary tab, and prevents updates from being overwritten by a user selecting the Sync from PM button. Once the updates have synced to Xero Practice Manager, the tag will be cleared.

Selecting a Primary Contact

Primary Contacts can be selected from the Client - Contacts list, or from the Contact drawer displayed when a Contact Name is clicked.

From the Client - Contacts list, click the minus symbol.

If there is not another Primary Contact already selected, the minus symbol will change to a green tick. Refer to Changing the selected Primary Contact section if there is already a contact selected.

To nominate a Primary Contact from the Contact Drawer, click on a Contact Name in the list. Click the Primary Contact minus symbol to change it to a tick, then click Save to save the changes. The Contacts list will be updated to display a tick next to the Primary Contact.

Changing the selected Primary Contact

The selected Primary Contact can be changed at any time. A warning will be displayed to confirm the Client Summary will be updated. Click Yes to proceed. 

The Contacts list will be updated to display a tick in the Primary Contact column for the newly selected contact. The Client - Summary tab will also be updated to show the new contact details where appropriate.

Removing a Primary Contact

When a Primary Contact is removed, the contact will remain in the Contacts list, but the Primary Contact option will be displayed as a minus symbol for all contacts. The following fields on the Client - Summary field will be updated to be displayed as empty:

• Contact
• Mobile (if FYI as Primary for Client Mobile & Salutation is not enabled)
• Salutation (if FYI as Primary for Client Mobile & Salutation is not enabled)

If Merge Fields are used to display this information, for example in Templates or custom Automation Processes, these fields will be displayed as blank.

To remove a Primary Contact, click the green tick symbol on the Client - Contacts list.

A warning will be displayed. 

To deselect a Primary Contact from the Contact Drawer, click on a Contact Name in the list. Click the Primary Contact tick to change it to a minus symbol, then click Save to save the changes. 

Practice Sync

For integrations using Practice Sync, you will need to update the Primary Contact in your integrated practice management platform. Changes will be synchronised to FYI and updated accordingly. Refer to your chosen integration from the Apps and Integrations section of the Help Centre.

Xero Practice Manager

1. Open the client's name in Xero Practice Manager.
   
   
2. Under Details Tab, click the + Add Contact link on the right panel.
   
3. Add the client's name.
   
   
4. Tick Set as primary contact.
   Note: If this option is not ticked, the "Contact Name" on the Client - Summary tab in FYI will remain blank. Using the Contact Name merge field will also remain blank in documents and emails.
   
5. Click + Add Salutation and Addressee. 
   
   
6. Enter the Salutation (if required).
   
   
7. Click Save.
   
   
8. Manually sync Xero Practice Manager Clients and FYI.
   Refer to Running a Manual Sync with Xero Practice Manager and Additional Notes on Syncing.

Client Activity

Changes to the Primary Contact will be displayed on the Client - Activity tab. Refer to Client Activity.