Contact roles allow you to specify what types of contacts are needed for a particular process type. (i.e, for an Owner On-boarding process, you will need to communicate with the new owner, so you would want to add Owners as a contact role.)
Once you've specified the contact roles needed for a process, you will be able to specify for each email, text, or call step, towards which contact role that particular task will be directed.
(For example, for a Lease Renewal, you may want to send one email step to the owner, and another email step to the tenant.) For each step, you can set the specific contact role for that step, or include all contact roles for that step.
Setting Up Contact Roles
Step 1: Specify the contact roles for this process type:
On the General tab for the process type, add contact roles and give them each a name. Each process type will have it's own roles. You can choose a pipeline for this particular process, or leave the pipeline blank.
Step 2: Specify the contact role for each email, call, or text step in the stages and workflows for this process type.
In each workflow, identify the contact role for each email, call, or text step. You can also select "All contact roles".
Step 3: Make sure that you add all the contacts to a new process when you add it
Make sure that when you start a new process in this process type, you add all the related contact cards in their respective roles. Usually, the system will auto-populate the contacts for you once you add the property card.
Using Contact Roles
Here's how a task that has a specified contact role works. An email task will use the email address (or addresses, if there are multiple owners for example) of the contact in that particular role.
A call or text task will use the phone number of the contact in that particular role.