K
Katie Colihan
Enable contacts to have multiple owners.
Use Case:
We run a home improvement company specializing in fences and decks. Often, one customer may have multiple projects (opportunities) running at the same time - for example, a fence and a deck - each with its own rep and pipeline process.
Example:
Bob Smith is getting a fence → his rep is John.
Bob Smith is also getting a deck → his rep is Jane.
-Each project needs to trigger its own automations:
-Some text updates come from John about the fence.
-Others come from Jane about the deck.
Current Challenge:
Right now, GHL allows only one contact owner. To work around this, we’ve tried creating duplicate contacts (e.g., “Bob Smith - Deck”), but this causes issues:
-We don’t allow duplicate phone numbers to avoid spam risk.
-As a result, one contact cannot receive SMS updates.
-Conversation alerts also only go to the single assigned owner, leaving the other rep out of the loop.
Proposed Solution:
A: Allow multiple owners on a single contact + the ability to choose which owner gets which alerts.
OR (possibly better)
B: enable task assignments and conversation alerts based on the opportunity owner, not just the contact owner. This would:
Keep customer communication organized.
Ensure the right rep gets alerts for their project.
Eliminate the need for duplicate contacts.