Thrive signing packets list your company's Primary Contact as the point of contact for homeowner cancellation requests, so your organization must have a Primary Contact saved before agreements can be generated.
If the Primary Contact field is blank, sales reps will see an error when they click Generate Documents on a Thrive deal.
What the error looks like
On the Financing stage, after clicking Generate Documents, a red banner appears at the top of the screen that reads:
There was an error generating documents, please try again. The documents require an installer signature, but the installer organization has no primary contact configured.
How to fix it
An Admin user needs to add the Primary Contact. Sales reps without admin access should reach out to their company's admin.
Go to Settings → Org → Org Settings.
Scroll to the Primary Contact section.
Enter the name, phone, and email of the person who should receive homeowner cancellation requests.
Click Save.
Once saved, return to the deal and click Generate Documents again. The signing packet should generate normally.
Notes
This is a one-time setup per organization. Once the Primary Contact is saved, it applies to all future agreements.
The information you enter appears on the homeowner-facing contract, so use a contact who is prepared to handle cancellation requests.
If you've saved a Primary Contact and still see this error, refresh the deal page and try again. If the error persists, contact Enerflo Support through chat.