In short
Contacts determine who may receive a follow-up, through which channel, and in which language. Add emails and several international phone numbers, correct outdated details, or disable someone. A disabled contact remains visible in the case, but the agent excludes them from new recipients until a human explicitly re-enables them.
## Expected result
Only current, authorized contacts are enabled, with correct contact details and language.
## Before you start
- Verify contact details from a reliable source or received message.
- Check that an equivalent contact does not already exist.
## Procedure
1. Open the customer account **Contacts** tab.
2. For an addition, enter the name, at least one useful email address, and the language.
3. Add one or more numbers; Billabex normalizes the country and identifies those that can receive SMS.
4. For a correction, edit the existing contact instead of creating a duplicate.
5. Use **Disable** when they should stop receiving follow-ups but history must remain.
6. Re-enable only after human confirmation that at least one contact detail can be used again.
## What Billabex does
The agent excludes disabled contacts and invalid contact details. Manually entered numbers remain during synchronization, while connector numbers keep their source. A normal update never silently re-enables someone.
## If the result is not what you expected
- After a hard bounce, correct the address or choose another contact before re-enabling.
- A landline or invalid number may remain useful in the case without being offered for SMS.
- A temporarily absent contact does not necessarily need deletion.
- When an email proposes a new address, inspect its approval task before adding it.