Primary Contacts are the people your agency prefers to contact. You can pin several people for a client or a Project. Pinning another person keeps the existing pins.
Pinning currently requires an operational Engagement between your agency and the client.
Pin a client contact
- Open Clients and select the client.
- In Overview, find Client Contacts. Use Add Client Contact if the person is missing.
- Select Set primary beside their name. They appear under Primary Contacts.
- Repeat for any other people your agency contacts first.
Select Unpin beside one person to remove only their pin. If Set primary is missing, check that the contact is shared with your agency and that you can edit the client.
Pin a Project contact
- Open the Project’s Overview.
- In the People card, find Project Primary Contacts.
- Select Pin beside a contact. Repeat for any other contacts for this Project.
Select Unpin beside one person to remove only their Project pin. Client and Project sets are independent. A Project does not inherit the client’s pins, and changing one Project’s set leaves other Projects unchanged.
If there are no pins, the card says No Primary Contacts pinned for this Project. View-only access shows the contacts without pin or recipient-review controls. Project pin controls require a contact shared with your agency and permission to edit both the agency and the Project.
What pins change
Pins do not grant Portal access, work approval, Admin, Finance, or ownership. Changing a person’s permissions does not automatically unpin them. An off-platform contact can be pinned without gaining a Watson account.
Pinning does not send a message, subscribe someone to notifications, or change who can read an existing conversation. See Message a client for direct messages and the recipient review.
To stop listing someone as a client contact, remove the client contact. Removal also clears their client and Project pins. It preserves their contact in Network and any Portal access.