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Freshworks CRM allows users to associate multiple Accounts with a Contact. Here are some use-cases where this feature will be helpful - 

 

  1. In a 'Real estate' use case, a seller/property owner/broker (contact) can be associated with more than 1 property (account).

  2. In Tourism, where a travel agent (contact) can be associated with more than one location/tourist attraction (account).

  3. A CEO (contact) of Company 1 (account) can be on the board of directors on Company 2 (account) and thus can act as an influencer for your business in both companies.

 

How to add multiple accounts to contact?

  1. On ADD CONTACT form, click on icon.

  2. Select to mark an account as primary. Job title field on contact is associated with the primary account

  3. To remove an account, click on associatedto remove any account.

How many accounts can be associated with a contact?

A maximum of 25 accounts can be associated with a contact. 


What is the impact of multiple accounts to contacts association on different features of Freshworks CRM?



Impact areas

Behavior

Contact create

  • ‘Account name’ field is replaced with ‘Accounts’ field

  • Users can add multiple accounts associated to contact. Max limit is 25.

  • Primary Account is mandatory if any account is associated to contact.

  • Accounts field behavior remains the same. The choices show existing accounts present. A new account record is auto-created, if not present.

Contact update

  • Account name field is replaced with Accounts field

  • User can add/remove/update multiple accounts associated to contact.Max limit is 25.

  • Primary Account is mandatory if any account is associated to contact.

  • Accounts field behavior remains the same. The choices show existing accounts present. A new account record is auto-created, if not present.

Contact merge

  • Accounts field value of primary contact is appended with an account of secondary contact.

  • Max 25 accounts can be associated. If more than 25 accounts are present, only 25 are retained and rest accounts association is lost.

Contact inline

  • In the details page, related accounts are available in header section. When you click on Primary Account edit, the Accounts field is editable inline.

  • Same behavior in list views. 

Contact import

  • Only the Primary Account is imported. 

  • With Add new records option, the primary account is associated to new contacts created

  • With Update without overwriting values, CSV file does not impact contacts with accounts already present. If accounts are not present, the Accounts field is updated as per CSV file value

  • With Update with overwriting values, CSV file account value is added as Primary Account and all existing accounts are appended as secondary accounts. Please note here existing primary account becomes a secondary account and no value is lost.

Contact API

  • Backward compatibility will be maintained over a period of 6 months. We will deprecate the old APIs after this period. Backward compatibility includes below keys in JSON

    • sales_account_id

      • When sales_account_id key is passed, we will add the association and make it as primary

      • Example => “sales_account_id”: 1

    • sales_account

      • When sales_account key is passed, we will add the association and make the newly created sales account as the primary

      • Example => “sales_account”: {“name”: “Default Company”}

  • New key - sales_accounts can be used to associate Multiple Sales Accounts to contact. Please note that only association will be possible, dynamic creation of multiple accounts is not supported. The value of new key can be sent as below

    • Example => “sales_accounts”: [{“id”: 1, “is_primary”: true}, {“id”: 2, “is_primary”: false}]

    • Here id will be sales account id 

    • is_primary can be sent to specify the primary sales account of the contact

    • Please note there should be at least one id whose is_primary key value is true.

    • Only valid sales account ids will be accepted

    • We will always replace older associations with the new ones if sales_accounts key is passed. Customer should pass sales_accounts as null or empty( [] ) if he wants to delete all existing associations.

  • Please note that precedence is maintained when all above keys are sent together 

    • sales_accounts > sales_account > sales_account_id

Contact bulk update

  • Bulk update overwrites the Accounts field values

Contact details page

  • All related accounts are displayed on the contact header section 

Contact list view filters

  • Filter on Accounts field works on all account values associated irrespective of primary or secondary

Account details page

  • All related contacts are displayed

  • Conversations of all contacts are displayed under Accounts recent conversations

Account deleted

  • In contacts where the deleted account is primary, the next account value in the Accounts list on contact is made primary

Workflow

  • Accounts filter can be applied and works on all accounts associated irrespective of primary or secondary

CRM Migration

  • Only the primary account is considered

Module customization

  • The Accounts field is accordingly renamed

Multiple language support

  • Accounts field is accordingly translated

Mobile

  • Only primary account value is displayed. Will provide support for multiple accounts soon