Sales CRM · Feature guide

Configure opportunity contact roles

Define clear business roles for the customer contacts involved in each sales opportunity.

Audience: authorised staffPermission: Administrator with Sales CRM accessReviewed 30 October 2026

Where to goSales CRM → Sales setup → Contact roles

Before you start

Use your own authorised staff account in the intended Pixie CRM workspace. The Sales CRM module must be available and your role must include the permissions stated above. Existing leads, customers, communications and customer portal pages retain their normal access rules.

Follow these steps

Review the initial roles: Decision maker, Champion, Economic buyer, Technical evaluator, Procurement and Legal.
Select Add contact role to create a role, or Configure role beside an existing definition.
Enter a unique name and a short explanation of when the team should use it.
Choose Active for new assignments or Retired to stop new assignments while preserving existing relationships.
Select Save role definition and review the list.

Behavior and limits

The workspace supports up to 50 role definitions, including retired roles. Names support 100 characters and descriptions 500.
Role definitions describe involvement in an opportunity. They do not change staff access, a contact’s job title, customer portal permissions or communication preferences.
Renaming a role updates its displayed label wherever that role is shown, including association history.
Retiring a role preserves existing associations. Staff may edit notes or observations on an active association that already uses that role, or choose another active role.
New assignments need an active role. Restoring a retired association also requires its role definition to be active.
Existing role edits use revision checks so a stale form cannot overwrite a newer definition. Permanent role deletion is not offered.

Check it worked

Open an opportunity’s buying team and confirm an active role appears in the assignment form.
Confirm a retired role is unavailable for new assignments but remains identified on existing cards.

Troubleshooting

If a name already exists, edit that definition or use a distinct business role name.
If an association cannot be restored because its role is retired, an administrator must restore the role first.
On a stale-definition warning, reopen the current role and apply the intended change.