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Contact Management

Primary vs Preferred Contact Information
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Contact Management

Contact Management Dashboard Contact Details Page Overview Adding, Editing, and Deleting Contacts Global Search Primary vs Preferred Contact Information Client Status Client Termination Reason Risk Tolerance Employer Search in Contact Details Contact Categories Contact Tags Contact Custom Fields Custom Fields Designer Creating and Saving Contacts filters Creating Segments Sales Pipeline Management Sales Pipeline Stages Sales Pipeline vs. Additional Pipelines Sales View vs Servicing Advisor View Contact Writing and Servicing Advisors Contact Owner vs. Writing Advisor vs. Servicing Advisor Families (Households) Defining Family Relationships View Household Events, Meetings, Notes, and Tasks from a Contact Companies Module Use Troy AI on the Households List Deals Module How Possible Duplicate Contacts Are Detected How to Identify and Filter Duplicate Contacts How to Handle Duplicate Contacts When Family Members Share the Same Email Merge Contacts Bulk Actions on Contacts Trash: Deleting and Restoring Contacts Marking Contacts as Spam Managing Notes Note Templates Download Notes as PDF Sending and Receiving Emails Sending and Receiving Transactional Text Messages Managing Contacts Marketing Subscriptions Financial Questionnaire Managing Terminated Clients Filter Lists by Date Range Use Contact Peek to View Recent Activity Contact Audit Log

Primary vs Preferred Contact Information

A contact can have multiple email addresses, phone numbers, and addresses in LeadCenter. This article explains what Primary and Preferred mean, what each one controls, and how they affect communication and contact records.

Overview

Each email, phone number, and address can have one or both of these flags:

  • Primary — The main contact method LeadCenter uses for communications and system behavior.
  • Preferred — A visual preference marker for your team’s reference only.

A single record can be both Primary and Preferred. But for each contact type, only one can be Primary at a time, and only one can be Preferred at a time.

Important: Only Primary affects sending, reminders, duplicate detection, and most integrations. Preferred does not control where LeadCenter sends emails, texts, or reminders.

What Primary Means

Primary email

The Primary email is the address LeadCenter uses for outbound email communications, including:

  • Appointment confirmation, reschedule, cancellation, and update emails
  • Event invitations and reminders
  • Workflow emails and email campaigns
  • Compose email default recipient
  • Zapier and integrations

Primary phone

The Primary phone is the number LeadCenter uses for:

  • SMS compose
  • Text reminders
  • Click-to-call
  • Call logs and phone integrations
  • Zapier and integrations

Primary address

The Primary address is used for:

  • Displaying the contact’s local time
  • Event attendee data
  • Compliance and audit-related records
  • Zapier and integrations
  • LeadJig sync

What Preferred Means

The Preferred flag is a visual marker only. It does not change which email, phone number, or address LeadCenter uses.

It can be useful when a contact tells you they prefer one contact method, even if a different one is set as Primary for system communications.

Example

A contact may prefer calls to their personal cell, so you mark that number as Preferred. But if their office number is still set as Primary, LeadCenter continues using the office number for automated communications and related system actions.

Primary vs Preferred at a Glance

Aspect Primary Preferred
Purpose Main contact method used by LeadCenter Reference marker for your team
Affects sending? Yes No
Required? Yes, when records of that type exist No
How many per type? One One
Can both be on the same record? Yes

How Primary and Preferred Appear in LeadCenter

  • Primary shows a blue flag and the value appears in bold.
  • Preferred shows a yellow star.
  • If a record is both Primary and Preferred, both indicators appear.
  • On the contact's Contacts card, the Primary email, phone, and address are listed first in their rows.

How to Set Primary or Preferred

Set a record as Primary

  • Use Make primary from the row actions menu, or
  • Check Is primary when adding or editing the record

Set a record as Preferred

  • Edit the record and check Is preferred

Note: There is no quick row action for Preferred. It is set in the add/edit form.

What Happens When You Change the Primary

When you set a new email, phone number, or address as Primary:

  • The previous Primary for that type automatically loses its Primary flag
  • The new Primary syncs to the contact’s main field
  • Future communications use the new Primary value
  • Duplicate detection is re-evaluated based on the new Primary email or phone

The same one-at-a-time rule applies to Preferred: when you set a new Preferred record, the previous Preferred record of that type loses that flag.

Rules You Should Know

Primary is required

LeadCenter requires at least one Primary email, phone, and address when records of that type exist.

  • You cannot uncheck the only Primary record of that type
  • You cannot delete a Primary record if another record of the same type exists unless you first make another one Primary

Preferred is optional

Preferred can be set, cleared, or left empty at any time.

How Integrations and Features Use Primary and Preferred

Feature or Integration Uses Primary? Uses Preferred?
Appointment confirmations and reminders Yes No
Event invitations Yes No
Workflow and bulk email Yes No
SMS compose and text reminders Yes No
Click-to-call Yes No
Zapier and API Yes No
Redtail sync Yes Yes
Duplicate detection Yes No

Best Practices

  • Set Primary to the contact method LeadCenter should actually use for communication.
  • Use Preferred as a note for your team, not as a sending rule.
  • Update Primary immediately if the contact changes the email or phone they want to use for communications.
  • Keep the Primary address current so local time and address-based features stay accurate.
  • Do not rely on Preferred for automation. If you want LeadCenter to send to a different email or phone, make it Primary.

Troubleshooting

  • LeadCenter is sending to the wrong email or phone: Check which record is marked Primary. Preferred does not affect sending.
  • I can’t delete a record: If it is the current Primary and other records of the same type exist, set another record as Primary first.
  • A contact was flagged as a duplicate after I changed their email or phone: Duplicate detection uses the Primary email and phone, so changing Primary can affect duplicate matching.

FAQs

Can I have more than one Primary email?

No. Only one email, one phone number, and one address can be Primary at a time.

Can the same record be both Primary and Preferred?

Yes. A single email, phone number, or address can have both flags.

Does Preferred affect which email or phone LeadCenter uses?

No. Only Primary affects sending and automation.

Can I remove the Primary flag?

Only if another record of the same type is available and set as Primary first.

Is Preferred required?

No. Preferred is completely optional.

Need help? Contact support@leadcenter.ai.

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