How to Change a Contact’s Email on a Case

Summary This article explains how to change an email address for a contact on a case, and the specific steps to follow when an email is already in use or a contact is locked.

When an email address must be changed

• Each email address can be assigned to only one person. You cannot apply the same email to multiple contacts.
• If a contact’s email is already used by another person, you must add the new person with the desired email and then adjust representative assignments before removing the old contact.

Step-by-step: change a contact’s email on a case

1. If the case does not yet include the person with the new email:
   • Click "Add person" and add the person using the new email address.
2. Make the newly added person the representative on the case:
   • Find the icons next to the person’s name.
   • Hover the mouse over the icons to reveal their labels.
   • Click the icon labeled "make representative" (the icon that looks like two people).
3. Remove the old contact:
   • Once another person has the representative role, delete the former contact from the case.

Notes about locked contacts and editing

• If a contact appears "locked" and you cannot edit their email directly, use the add-person → make representative → delete-old-contact sequence described above.
• The pencil/edit icon may not provide the option to change representative status; use the representative icon (two-person icon) instead.

Troubleshooting tips

• If you cannot assign the new email because it’s already used on a different person, ensure that you add the person with the new email to the case and make them the representative before attempting to remove the existing contact.
• Hover over icons to confirm their function before clicking.

Conclusion To change a contact’s email on a case: add the person with the new email if needed, make them the representative using the two-person icon, then delete the old contact. Each email address must remain unique to a single person.