Add, edit or disable a contact

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 Add emails and several international phone numbers, correct outdated details, or disable someone.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

Open the customer account Contacts tab.
For an addition, enter the name, at least one useful email address, and the language.
Add one or more numbers; Billabex normalizes the country and identifies those that can receive SMS.
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 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.