Properties & Companies Contact Roles

This feature enables property management teams to quickly identify and manage all relevant contacts at specific properties and companies as well as across their account. Instead of managing roles across disparate places, users see all contacts in a centralized place to precisely control which notifications each type receives.

Key Benefits

• Centralized Management: View and manage all contact roles from one location
• Flexible Configuration: Create custom contact roles for specific notification needs
• Granular Control: Select exactly which events each contact role should be notified about
• Comprehensive Visibility: Review who receives what notifications across your portfolio

Feature Guide (Note that this video refer to the Contact Role as Contact Type, but the process is still the same)

Permissions

To Manage Contact roles , you must have ‘Can Manage Contact Types’ permission enabled for your permission group. Account Admin and Admin permission have this by default.

Creating a New Contact Role

1. Navigate to Admin > Contact Roles.
2. Select ‘Create Contact Role’ button.
3. Fill out the contact role details:
   1. Contact Category: Select either "Property" or "Company" depending on whether this contact role relates to a PMO-user (property) or non-PMO user (company).
   2. Name: Enter a descriptive name for the contact role (e.g., "Emergency Contact", "Tenant Compliance Contact")
   3. Property Management Organization: Choose which PMO this contact role relates to (available only for Multi PMO accounts)
   4. Event categories: Choose which Prism event category, organized by module, relevant for this contact role
4. Configure the contact role  permissions:
   1. Toggle Can Be Tenant if tenants can be assigned to this contact role (available for company category only)
   2. Toggle Can Be Vendor if vendors can be assigned to this contact role (available for company category only)
   3. Toggle Can Be Non-Prism User if you want to allow contacts who don't have Prism accounts 
      Note: These users will receive emails with links, however the links will redirect the user to signup for a Prism account. The property management team can then change this user to be a ‘Prism User’ if desired. If no action is taken by the property management team, the ‘Non-Prism User’ will only see a very limited landing page.
5. Toggle on relevant categories and select notifications the contact role should receive.
6. Scroll to the bottom of the page and click ‘Add Contact Role.’

Editing a Contact Role

1. Navigate to Admin > Contact Roles..
2. Select the Contact Role you wish to edit.
3. Select the Settings tab.
4. This tab mirrors the Add Contact Role flow (see above).

Contact Category

‘Property’ contacts are individuals associated with specific physical locations or buildings, such as on-site managers, emergency contacts, or fire alarm contacts who handle property-level operations and incidents. Property contacts will get notifications for anything that occurs at the property. ‘Company’ contacts are individuals associated with a specific company and can include tenant or vendor organizations, such as billing contacts, tenant compliance contacts, or primary company representatives who handle business-level communications and processes. Company contacts will get notifications only if they are associated with the company the user is tied to, NOT the property the user's company works with. Property contacts will get notifications for anything that occurs at the property.

Default vs Custom Contact Roles

The system includes four standardized property ‘Default Contact’ roles:

• Assignee: Dynamic contact roles for work order assignees
• Followers: Dynamic contact role for followers on a task
• Tenant: Dynamic contact role that includes all tenants
• Insurance Contact: Static contact role for insurance-related notifications

Users cannot be directly added to Assignee, Followers, and Tenant Contact Roles. Instead, for these Contact Roles, users are added dynamically through interaction in other modules. For example, ‘Assignee’ will update based on current assignees on workorders, etc. ‘Insurance Contact’ and ‘Custom Contacts’ in contrast, do require specific users to be added.

Custom Contacts allow users to add additional Contact Roles not captured by Default Contact roles. Custom Contact roles features more options for customization.

Please note, Primary Contacts for both Properties and Companies are not a contact role. These designations are controlled on an individual property or company and feature limited notifications.

Adding Users/Contacts to a Contact Role

Adding Users from Admin tab

1. Navigate to Admin > Contact Roles.
2. Select the Contact Role you wish to add a user to.
3. Under the Users tab, select ‘Add Users to Contact Role' button
4. Select the desired user and property/company to add them to.
5. Select Add User & Properties/Companies.

Adding a Contact from My Properties

1. Navigate to My Properties.
2. Search for and click the Property you wish to add a user to.
3. Go to "Contact Roles" Tab
4. Click ‘Apply Contact Role.’
5. Select Contact Role, User Type and User
6. Click "Apply Contact Role"

Adding a Contact from My Companies

1. Navigate to My Companies.
2. Search for and Click the Company you wish to add a user to.
3. Go the Contacts Roles Tab.
4. Click "+ Apply Contact Role"
5. Select Contact Role, User Type, and User.
6. Click "Apply Contact Role"

Viewing Users/Contacts

Viewing Users Associated with a Contact Role

1. Navigate to Admin > Contact Roles.
2. Select the Contact Role you wish to view.
3. Under the Users tab, select ‘Add Users to Contact Role…’ button
4. Select the desired user and property/company to add them to.
5. The grid displays all users currently assigned.

Viewing Assigned Contacts on My Properties

1. Navigate to My Properties.
2. Select the Property you wish to view.
3. Select Contacts > Property Assignees on Company Assignees.
4. The grid displays all contacts currently assigned.

Viewing Assigned Contacts on My Companies

1. Navigate to My Companies.
2. Select the Company you wish to view.
3. Select Contacts.
4. The grid displays all contacts currently assigned.