TPAs often manage hundreds of contacts spanning multiple companies, plans, and roles. Prior to this feature, updating or reassigning contact information required navigating into each company or plan record individually, leading to inefficiency and risk of oversight—especially during staff turnover or advisor changes.
This feature was built to:
Provide a single, scalable view of all contacts, regardless of company or plan association.
Allow bulk updates, reassignments, and tagging to save time.
Improve accuracy and consistency in contact data across multiple records.
Support large-scale changes such as advisor replacements, user suspensions, and client portal invitations with minimal clicks.
Overview:
The People section functions as a CRM hub within CX, consolidating all contacts - both regular and external - into a searchable, filterable, and actionable list. With People you can:
View and edit contact details.
See all employer, company, plan, and deal associations.
Send bulk portal invitations.
Tag, filter, and sort contacts.
Replace or deactivate contacts at scale while preserving historical associations.
Prepare for future integration of reporting, bulk communications, and internal directories.
Dictionary:
Employers: This tab will show all companies where the contact is assigned as a plan sponsor role - ie. Adam Smith is the plan sponsor primary contact at ABC Company.
Companies: This tab will show all companies where the contact is an external contact role - ie. Adam Smith is the Primary Financial Advisor for ABC Company.
Plans: This tab will show all plans where the contact is a role for that plan.
Deals: This tab will show all deals where this contact is associated.
Navigating CX People:
Open CX and select People from the left-hand navigation menu.
On the left panel, browse through contact cards - each card displays the contact’s name, role, and company/plan associations. Click a contact card to open their details in the center panel.
Review the Contact Details section for phone, email, and address. Use the tabs at the bottom of the center panel (Companies, Plans, Deals) to see all associations for that contact.
For example, if Aaron is associated as the contact (Plan Trustee in this example) for Defense Systems, when viewing
If the contact has any logged communications, view them in the Interactions panel, similar to the companies or plans modules.
Filtering and Searching for Contacts:
In the upper left, click Add Filter to open the filtering menu.
Filter by Role
Choose “Roles” from the filter list.
Search or scroll to select a role (e.g., Financial Advisor).
Filter by Contact Type
Select “Contact Type” to narrow by Regular or External contacts.
Filter by Tags
Choose “Tags” and select one or more tags to refine your results.
Filter by Plan or Company
Use the “Plan” or “Company” filter to show only contacts associated with a specific plan or organization.
Search by Name
Use the search bar to quickly locate a specific contact by typing part or all of their name.
Tip: Combining filters (e.g., Role + Company) will give you precise lists for targeted actions or reporting.
Bulk Contact Management
Bulk Editing Tags or Associations
From the People list, check the box next to each contact you want to edit.
Click the More button (upper right under the search bar) and select Bulk Actions.
Choose Bulk Edit.
From here you can:
Add Tags – type and apply a new or existing tag to all selected contacts.
Remove Tags – select tags to remove from all selected contacts.
Add Association – link all selected contacts to the same company, plan, or deal.
Sending Bulk Portal Invitations to Company Contacts
Go to the Companies tab inside People.
Check the companies whose contacts you want to invite.
Click Bulk Actions and select Send Client Portal Invite.
Invitations will be sent to all contacts associated with the selected companies.
Replacing or Deactivating Contacts:
Replace a Contact Across All Associations
Filter or search for the contact you want to replace.
Select them by checking the box next to their name.
Click Bulk Actions → Replace Contact.
In the replacement modal:
Select the new contact who will take over the role.
Review the list of all associated companies, plans, and deals that will be updated.
Confirm to apply the change - all associations and roles will be transferred to the new contact.
Deactivate a Contact
Open the contact’s detail panel.
Click the three-dot menu either at the top right of the detail panel or directly on the contact card.
Select Deactivate Contact.
Choose a replacement contact to transfer associations to.
This suspends portal access and collaboration rights but keeps the record for potential reactivation.
Adding or Updating a Contact's Associations
Open the contact’s detail panel.
In the Employers, Companies, Plans, or Deals tab, click the Add button.
Search for and select the item you want to associate them with.
Assign the correct role for this new association.
Save changes - the association appears immediately in their contact record.
Best Practices:
Standardize Data Entry – Always use consistent role names, tag formats, and company naming.
Use Tags for Campaigns – Pre-tag contacts for webinars, annual reviews, or compliance updates.
Leverage Replace Contact – Handle advisor changes and staff turnover without missing any associations.
Regularly Review Filters – Ensure data accuracy by spot-checking role and company associations each quarter.