There will be two levels of contact ownership in HubSpot – primary and secondary. This will enable multiple franchises to own a customer, in line with our Mortgage Choice offering & will improve the visibility that our brokers have over their customers' data.
One contact – multiple owners
What can you do as a primary contact owner vs a secondary contact owner?
Viewing contacts as a primary contact owner vs secondary contact owner
- Franchises and their teams can now see both primary & secondary owned contacts
- Primary owned contacts will show up in a franchise’s contact list with their own franchise code. The (primary) contact owner will see the contact owner being them or someone in their team.
- Any secondary owned contacts will have a different franchise code, i.e. the code of the franchise that is the primary contact owner. have
- The secondary contact owner can see who the current primary contact owner is. Primary contact owners won’t be able to see the secondary owners of that contact.
- All Contacts view will now show both Primary and Secondary owned contacts. In the example below, the user Akshay can see contacts that he is a primary contact owner of. Where the contact owner field has a different name that is not Akshay’s name, Akshay is a secondary contact owner of that contact.
All Contacts view will now show both Primary and Secondary owned contacts. In the example below, the user Akshay can see contacts that he is a primary contact owner of. Where the contact owner field has a different name that is not Akshay’s name, Akshay is a secondary contact owner of that contact.
A user can see both their primary and secondary contacts as follows:
- Contacts where they are a primary contact owner- by filtering by their franchise code.
- Contacts where they are a secondary contact owner- by filtering “franchise doesn’t contain exactly (insert franchise code).
Editing Contacts: primary owned vs secondary owned
- Franchises can only update the contact details of those contacts where they are a primary contact owner. This is because they are having the latest conversation with the client and should be best placed to make changes to their record.
- Contacts where you are a secondary contact owner are not editable.
- Please see how the experience will look like when editing primary owned (left screen) vs trying to edit contacts where you are a secondary contact owner (right screen)
Partitioning of timeline
- Notes, tasks and email content will be partitioned so if there is more than one owner of a contact, they won't be able to see each other's notes, tasks and email content.
- However, contact owners can still see the email subject line with tracking that has been sent by other contact owners. They will not be able to see the email body.
- Calls and meetings are visible to all contact owners.
- Below are some screenshots that illustrate the partitioning experience
(Primary) Contact Owner, Notes view:
Notes created by Contact Owner
Secondary Owner, Notes view:
Notes are only visible to the contact owner that has created them. In the example below, the secondary contact owner cannot see the notes created by the primary contact owner
(Primary) Contact Owner, Email view:
Email logged and tracked by the primary contact owner
Secondary Owner, Email view
Email subject as well as tracking information for any emails logged by all contact owners will be visible. In the example below, the secondary contact owner can see the email subjects of emails tracked.
(Primary) Contact Owner, Calls view
Calls logged by the primary contact owner
Secondary Owner, Calls view
All contact owners can see calls logged. In the below example, the secondary contact owner can see the calls logged by the primary contact owner.
(Primary) Contact Owner, Tasks view
Tasks created and assigned to the primary contact owner
Secondary Owner, Tasks view
Tasks are fully partitioned i.e. tasks are only visible to the contact owner that has created them. In the below example, the secondary contact owner cannot see the tasks created by the primary contact owner.
Primary Contact Owner, Meetings view
Meetings logged by the primary contact owner
Secondary Contact Owner, Meetings view
All contact owners can see meetings logged. In the below example, the secondary contact owner can see the meetings that the primary contact owner has logged.