Contact Roles Concepts

JustOn contact roles drive how invoices, account statements, and dunning reminders are routed to the right contacts at a customer account. This page explains the mechanism: how contact roles are picked up from the Contact and Account Contact Relationship objects, the priority rules that resolve conflicts, the fallback behavior between roles, how subscriptions and manual edits override contact-role-based selection, and how the Subscription Contact Role Preview lets you verify the result before invoice creation.

Using Contact Roles With Invoice Run and Statement Run

You can pre-populate the contact and address fields using contact roles defined for contacts when

Executing an invoice run as described in Executing an Invoice Run
Generating account statements as described in Creating Account Statements for Multiple Accounts or Creating Account Statement for Single Account
Generating dunning reminders as described in Creating Dunning Reminders for Multiple Accounts or Creating Dunning Reminder for Single Invoice

JustOn Billing & Invoice Management supports contact roles as defined using the custom picklist field JustOn Contact Role on the Contact object and on the Account Contact Relationship object. This mechanism replaces the Account Contact Role functionality in Salesforce Classic, which is no longer supported by Salesforce.

JustOn Contact Role priority

If both JustOn Contact Role on the account-contact relationship and JustOn Contact Role on the contact are set, the role defined on the account-contact relationship (irrespective of whether it is a primary or secondary relation) has priority over the role defined on the contact.
If JustOn Contact Role is set both on a direct and an indirect account-contact relationship, the role defined on the direct account-contact relationship (primary relation) has priority over the role defined on the indirect account-contact relationship.
JustOn Billing & Invoice Management considers JustOn contact roles defined on primary contacts (related via a direct account-contact relationship) only.

If you need a JustOn contact role on a secondary contact (related via an indirect account-contact relationship), you must define it on the corresponding ACR record.
Salesforce allows time limitations and an explicit Active status for account-contact relationships. These settings, however, do not have influence on the priority of the assigned JustOn contact roles. If an account-contact relationship is valid on a given date, JustOn Billing & Invoice Management will consider the assigned contact role.

You must make sure to not assign two or more contacts with the same role to an account. If this is the case, the system randomly picks one of them, which may produce unwanted results.
Contact role settings on the account-contact relationship (ACR) and on the contact can complement each other, as long as they are not in conflict.
For compatibility reasons, JustOn Billing & Invoice Management still supports existing Salesforce Classic Account Contact Roles. If available, they take general precedence over the values set in the JustOn Contact Role fields on the contact or the account-contact relationship.

To keep control simple, use JustOn contact roles either on contacts or on account-contact relationships only. If you decide to use account-contact relationships, JustOn recommends to use JustOn contact roles on account-contact relationships for more flexibility.

The examples in JustOn Contact Role Priority illustrate the behavior.

JustOn Billing & Invoice Management supports contact roles for the following use cases:

Use Case	Fallback to
Invoice Contact
Invoice Mailing Contact	Invoice Contact
Invoice Email Contact	Invoice Contact
Invoice Email CC Contact
Invoice Email BCC Contact
Dunning Contact	Invoice Contact
Dunning Mailing Contact	Invoice Mailing Contact
Dunning Email Contact	Invoice Email Contact
Dunning Email CC Contact	Invoice Email CC Contact
Dunning Email BCC Contact	Invoice Email BCC Contact

This illustrates that there are again some fallbacks to consider when using contact roles:

The Invoice Mailing Contact and Invoice Email Contact use the Invoice Contact as a fallback, so you do not need to provide the three of them in order to correctly populate the mailing and email addresses, unless you want to use different contacts.
If you want to use different recipient information for dunning reminders, you can use the dunning contact roles. Thanks to the implemented fallbacks to the corresponding invoice contact roles, you do not need to take any action if the recipients of invoices and dunning reminders are the same.

Note

Make sure to not assign two or more contacts with the same role to an account. If this is the case, JustOn randomly picks one of them, which may produce unwanted results.

Related information:

For details about enabling and defining contact roles, see Setting Up Contact Roles or the corresponding context-specific documentation

Overriding Contacts and Contact Roles

Be aware that you can still override the address data fields as retrieved from contacts or contact roles.

From subscriptions: Subscriptions have contact and email fields that are named exactly as the invoice fields. When an invoice is created from a subscription (either manually or during an invoice run), the subscription fields take precedence and override all other rules. This allows, for example, to store dedicated billing information on an individual subscription only, leaving the account data untouched.

Manually: You can override all fields of Draft invoices manually. This is useful if you must modify a single invoice only and do not expect to apply these changes in the future. Note that changes to address fields are not written back to the original account and contacts. The invoice stores a copy of the corresponding values in order to be able to retrieve the invoice data later, even if the original objects have changed.

Subscription Contact Role Preview

To get a better understanding of the result of all contact roles and overrides from the subscription, JustOn provides a specific section on the subscription detail page: the Contact Role Preview. It shows a preview of the contacts that are used when a new invoice is created. If you are not satisfied with the result, you can either edit the contact roles of the associated account, or you can specify the contacts on the subscription. The Contact Role Preview will immediately show these modifications.