Skip to main content

Key Contacts

Configure key contacts for different organizational functions. AI agents will reach out to these people when they need help with tasks outside their capabilities.

Overview​

The Key Contacts feature allows you to designate specific people in your organization as primary contacts for different functional areas. When AI agents encounter a situation that requires human intervention or expertise, they can query this information to reach out to the appropriate contact.

This is particularly useful for:

  • Infrastructure requests - Creating shared mailboxes, setting up distribution groups, configuring Azure resources
  • Financial decisions - Invoice approvals, expense reporting, vendor payments
  • HR matters - Employee onboarding, benefits questions, policy clarifications
  • Security issues - Incident response, access control, compliance questions
  • Facilities needs - Office space requests, equipment ordering, maintenance
  • Marketing tasks - Brand guidelines, campaign coordination, content review
  • Sales coordination - Deal coordination, pricing approvals, customer relationships

Accessing Key Contacts​

From the Organization Section​

Navigate to Manage > Organization > Key Contacts to manage all contacts in one place.

During Onboarding​

Key contacts can be configured as part of the Configure Organization Wizard at /wizards/m365-org-sync, specifically in the Key Contacts step.

Contact Types​

Seven organizational contact types are supported:

Contact TypeIconColorPrimary Responsibilities
IT/Tech SupportWrenchBlueInfrastructure requests, shared mailboxes, distribution groups, Azure resources, DNS management
Finance/BillingDollar SignGreenInvoice inquiries, payment processing, budget approvals, expense reports, vendor payments
Human ResourcesUsersPurpleEmployee onboarding/offboarding, benefits, policy questions, compliance, training coordination
Security/ComplianceShieldRedSecurity incidents, access control, permissions, compliance audits, data protection
Facilities/OperationsBuilding2OrangeOffice space, equipment, building access, maintenance, repairs, supplies
MarketingMegaphonePinkBrand guidelines, campaign coordination, content creation, event planning
SalesTrendingUpTealDeal coordination, pricing approvals, customer relationships, partnerships

Managing Key Contacts​

Adding or Editing a Contact​

  1. Go to Manage > Organization > Key Contacts
  2. Click Add Contact on an unconfigured contact card, or click the edit icon (pencil) on a configured card
  3. Choose one of two options:
    • Use my details: Check this box to automatically use your current name and email (recommended for admins)
    • Custom contact: Uncheck the box and enter the contact's name and email address
  4. Click Save

Contact Form Fields​

  • Name (required): The contact person's full name (up to 200 characters)
  • Email (required): The contact's email address (up to 320 characters)
  • Same as my account: Checkbox to auto-fill with your current user details

Form Validation​

  • Email must be in valid format (e.g., john.doe@company.com)
  • Whitespace-only entries are not allowed
  • External contacts (MSPs, consultants) are fully supported - the email address doesn't need to match your company domain

Removing a Contact​

Click the delete icon on a contact card and confirm the deletion. The contact information will be removed but can be added again later.

How Agents Use Key Contacts​

When an AI agent encounters a situation that requires human help, it can query the key contacts information from Global Memory:

Agent: "I need to create a shared mailbox for support@company.com"
Agent: "Let me check who the IT contact is..."
Agent: "I'll send an email to John Smith at john@company.com with the request"

The agent will include:

  • Specific details about what needs to be done
  • Relevant context and configuration requirements
  • Instructions for responding back to the agent

When the contact completes the task and replies, the agent is automatically awakened and can continue with the next steps.

Configuration Status​

On the Key Contacts page, you'll see:

  • Status indicator: "Configured" badge for contacts that have been set up
  • Configured count: Shows how many of the 7 contacts have been configured (e.g., "2 of 7 contacts configured")
  • All contacts are optional: You don't need to configure all seven types unless your organization needs them

Global Memories​

Key contacts are stored in your Global Memories as special entries with Category='fact' and high priority. This makes them accessible to all agents and ensures they're always up-to-date.

Learn more: Global Memories

Best Practices​

  1. Choose team leads or specialists: Select people with the authority and expertise to handle requests in their area
  2. Keep contact info current: Update contacts when people change roles or leave the organization
  3. External contacts are OK: You can use external MSP contacts, consultants, or vendors as appropriate
  4. Document procedures: Brief your contacts about the types of requests agents might send them
  5. Enable escalation: Configure all seven types if possible to provide comprehensive escalation coverage

Security & Privacy​

  • All contact information is stored in Global Memory, accessible only to authenticated agents and users with appropriate permissions
  • Contact updates are logged in the system audit trail
  • Soft delete is used - deleted contacts are archived but can be recovered if needed
  • All access is tenant-scoped: your organization's contacts are completely isolated from other tenants

Troubleshooting​

Contact Not Appearing in Agent Requests​

  • Verify the contact has been saved (you should see the "Configured" badge)
  • Check that the contact's email is a valid format
  • Ensure agents have the query-global-memory tool enabled

Need to Update a Contact​

  1. Go to Manage > Organization > Key Contacts
  2. Click the edit icon (pencil) on the contact card
  3. Update the name and/or email
  4. Click Save

Bulk Configuration During Onboarding​

Use the Configure Organization Wizard (available from the Getting Started page) to set up all organizational data including key contacts in one flow.