Configure contact states

Updated Monday, October 26, 2026 · Marc Staine

Contact states describe a person’s current relationship or lifecycle stage. Consistent states improve selection, filtering, and communication planning.

Applies to: Supportbench Core. Location: Settings → Customers → Contact states. Access and available controls depend on your role and account capabilities.

Before you begin

You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Open Settings → Customers → Contact states.
Find the item in the list and open it, or choose the page’s new-item action.
Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
Save the item and resolve any validation message. Reopen it to confirm the saved values.
Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Details and availability

Setting	What it controls	How to choose
Name	The label people select. Required; up to 50 characters.	Use a short, distinct label that describes its purpose.
Description	Administrative explanation; up to 250 characters.	Explain when to choose this option, including an example if useful.
Display order	An integer from 0 to 25; lower numbers appear first and ties sort by name.	Put commonly used choices first without changing their operational meaning.
Active	Controls availability in standard selection lists. Inactive items remain saved.	Deactivate obsolete options when you need to retain their configuration and existing references.

Behavior to know

Default company/contact states and types must remain active and cannot be deleted.
Names are required and limited to 50 characters; descriptions are limited to 250. Choices are configured by your account, not a universal list.

Recommended use

Use terminology that agents and customers already understand. Explain the intended meaning in the description.
Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

Create a choice named Active customer and describe when it applies.
Choose a display order and leave it active when ready for selection.
Save, then reopen a suitable test company or contact and verify the choice is available.
Check an inactive choice remains in configuration but is not offered for new selection.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Customers → Manage companies and customer organization details
Customers → Manage contacts and customer portal access
Customers → Configure company and contact field policies

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