The "Contacts" section includes people happy to contact you regularly, their companies, and a list of segments you can provide them. That way, your engineers or designers can directly contact customers to get real feedback on a feature idea.
Using CMD + K, you can very quickly search for the right company or user to get an overview of what problems they are still waiting to be solved for them.
The Contacts (People) list has its own search box below the filters. Type a name or email address to instantly narrow the list to matching contacts. The search checks both the contact's name and email, and results update as you type. If nothing matches, the list shows a "Nothing was found" message.
On the People list itself, use the search bar below the header to find a contact by name or email. Type into it and the list filters as you type, so you no longer need to open the global search to locate someone already visible on the page.
Another beautiful feature in Productlane is that you can view all requests from all people within a certain company at a glance. On the company details, you can see all requests on the left, and on the right you see all linked Linear issues and projects of every person in that company.
Every company record has a fixed set of built-in properties:
| Property | Description |
|---|---|
| Status | Lifecycle stage you assign to the company |
| Tier | Pricing or plan tier |
| Owner | Team member responsible for the account |
| Revenue | Revenue figure you track for the company |
| Size | Company size |
| Logo | Company logo shown across Productlane |
These properties are stored in Productlane, editable from the company page, and usable as filters in views and segments.
Productlane does not offer a generic custom-field builder for adding new properties beyond this set. If you need to show other data, like live usage numbers, a Stripe plan, or an impersonation link, set up a Connector instead. Connectors fetch data from your own systems and render it on a thread or on a contact/company record, without needing to be stored as a Productlane property.
A thread does not need a contact before you can link it to a company. On a thread that has no contact yet, open the customer selector and search directly for the company, the same box also lists matching people. Pick the company and the thread is filed under it right away.
Once a thread has a contact, its company follows that contact instead, so the direct company picker only shows while the thread has no contact assigned.
Each company can have one or more email domains associated with it. When a new contact writes in from an address that matches a domain on a company, Productlane automatically links that contact to the correct company.
If your customer uses several email domains (for example, a parent company and a subsidiary, or a regional domain), you can add all of them to a single company record:
Open the company.
Click the ⋯ menu in the top bar and select Edit.
Add each additional domain in the Domains field.
Save the changes.
From that point on, contacts from any of those domains are automatically associated with the same company, preventing duplicate company records from being created.
On a contact's detail page, you can change or remove the linked company at any time using the company selector below their name. Assigning a contact to a new company also moves any threads that were still linked to their previous company over to the new one.
Today a contact links to one company at a time, so a contact who moves between organizations needs to be reassigned rather than kept under both.
Coming soon: Productlane is rolling out support for linking a single contact to multiple companies, so a contractor or consultant working across several customer accounts can appear under each company without you having to reassign them. Once available, you will be able to add and remove company links for a contact directly from their detail page. Reach out to support for the latest availability in your workspace.
A contact currently links to one company at a time. If someone works across two customer organizations, for example a consultant supporting several of your accounts, you have to pick the single company that selector points to. Support for linking one contact to more than one company is planned; check back here or ask your Productlane contact for the current rollout status.
A contact can also belong to more than one company. Use the company selector to add additional companies beyond the first; the first company assigned stays the contact's primary company, shown everywhere only one company fits, and you can promote a different one to primary at any time. Removing a company from a contact only removes that membership, it doesn't touch the contact's other companies.
On the Contacts and Customers list pages, use the Synced with filter to narrow records down by where they came from: Productlane, Attio, HubSpot, Intercom, Zendesk, or Productboard. This is useful for seeing which contacts or companies originated from a connected integration versus were created directly in Productlane.
If a contact or company is linked to Attio, you can jump straight to the matching record with the Open in Attio option in the ⋯ menu.
When you have duplicate company records you can merge them into one. The merge combines everything from the source company into the target company and then deletes the source.
Open the company you want to keep (the target).
Click the ⋯ menu in the top bar and select Merge.
In the dialog, search for and select the duplicate company (the source).
Use the switch button to swap which company is the source and which is the target if needed.
Review the preview — it shows how properties, requests, contacts, and upvotes will look after the merge.
Type merge in the confirmation field and click Merge companies.
Threads & upvotes — all threads and upvotes from the source move to the target.
Contacts — all contacts from the source move to the target.
Properties — the target's existing values are kept. Only empty fields on the target (status, tier, owner, revenue, size, logo) are filled from the source.
Domains & external IDs — combined from both companies (duplicates removed).
Linear customer — if both companies are linked to different Linear customers, Productlane also merges them in Linear so customer needs carry over.
After the merge the source company is permanently deleted. This action cannot be undone.
Tip: After merging, review the combined domain list on the surviving company to make sure all relevant domains are present. This prevents the same duplicates from appearing again.
You can also merge companies programmatically via the v2 API:
POST /api/v2/companies/{id}/merge
Pass the source company ID in the request body as source_id. The path {id} is the surviving (target) company. Requires the companies:write scope. See the full API guide for details.
The same operation is available through the MCP server. Connect an AI agent with the companies:write scope and ask it to merge the two companies by name or ID.