Issue
For practices integrated with Xero Practice Manager, when using the Salutation Merge Field for a client that has more than one Contact in Xero Practice Manager, it's using a different contact for the one we want. How do we control which Contact is used for the Salutation?
Cause
The Client's Salutation is typically synchronised from the Primary Contact of your integrated practice management software, or from within FYI directly for practices where FYI as Primary is enabled.
When a Primary Contact is selected, the following fields will be updated on the Client Summary tab:
- 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 a Primary Contact is not selected, these fields will be blank.
For practices where FYI as Primary is enabled for Client Mobile & Salutation, the Salutation field, can be edited from the Client - Summary tab. Refer to Updating Salutation using FYI as Primary below.
Solution
Selecting a Primary Contact
Depending on your chosen Practice Management source, the Primary Contact is managed in:
- Your integrated Practice Management solution e.g. Xero Practice Manager, MYOB etc. This includes all Practice Sync integrations.
- Within FYI directly, available for practices where FYI as Primary has been enabled in the Practice Settings.
Refer to Nominating the Primary Contact for a Client.
Updating Salutation using FYI as Primary 
For practices on the Elite plan with FYI selected as the Practice Management solution, FYI will be automatically enabled as the Primary Source for Client Data. In addition, practices can choose to enable the Client Mobile and Salutation option to maintain these fields directly in FYI. Refer to Managing Practice Settings.
Once enabled, the Client Mobile and Salutation will not be synchronised with Xero Practice Manager. The fields will also not use the details from the Primary Contact.
Note: Consider your Xero Practice Manager integrations with other app providers before enabling this option.
For practices not integrated with Xero Practice Manager, this setting will be automatically enabled and hidden from view.
To update the Salutation, navigate to the Client - Summary tab and click the Edit icon. Refer to Editing Client Details.