Add, edit or disable a contact

In short

Contacts determine who may receive a follow-up and in which language. Add a verified address, correct outdated details, or disable someone who should no longer be contacted. A disabled contact remains visible in the case and their incoming replies can still be handled, 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 address and language.

Before you start

Verify the address from a reliable source or received email.
Check that an equivalent contact does not already exist.

Procedure

Open the customer account Contacts tab.
For an addition, enter name, email, and language, then verify the result.
For a correction, edit the existing contact instead of creating a duplicate.
Use Disable when they should stop receiving follow-ups but history must remain.
Re-enable only after human confirmation that the address can be used again.

What Billabex does

The agent excludes disabled contacts and invalid emails. A normal update never silently re-enables someone; re-enabling has its own action and is unavailable to the agent.

If the result is not what you expected

After a hard bounce, correct the address or choose another contact before re-enabling.
A temporarily absent contact does not necessarily need deletion.
When an email proposes a new address, inspect its approval task before adding it.