Manage Organization Contacts

Overview

Organization Contacts include all contact records in your organization—whether they belong to groups, subscribe to channels, or exist as floating contacts. This section also lists contacts with invalid communication details so you can keep your organization’s directory accurate and up to date.

You can update invalid information instead of removing the contact entirely. Updating phone numbers, email addresses, or group/channel memberships keeps communication records consistent.

What You Can Do in the Recipients Tab

Use the Recipients tab to manage Organization Contacts. You can:

• View or remove contacts

• Promote a contact to an admin

• Add floating contacts to groups or channels

• Remove floating contacts

• Manage profiles with SMS-incapable numbers, invalid phone numbers, or invalid emails
  

Types of Organization Contacts

Update Contact Profile

Use the Update Contact Profile help topic to view or modify any contact assigned to your organization. This workflow applies to both group contacts and channel subscribers.

• Group Contacts
  Contacts assigned to one or more groups in your organization. Their group membership and related details are managed through the contact profile.

• Channel Subscribers
  Contacts who follow one or more channels. You can add or update their subscriptions from the contact profile.

Floating Contacts

Use the Manage Floating Contacts help topic to view, update, or remove floating contacts.
Floating contacts are organization contacts who are not assigned to any group or channel.

• Add floating contacts to a group or channel

• Remove floating contacts if they are no longer needed

Manage Profiles with Invalid Communication Details

Use the Manage Profiles with Invalid Communication Details help topic to review and update contacts with invalid or unreachable delivery methods. The categories below describe the specific type of delivery issue associated with a contact.

SMS Incapable

Contacts with mobile numbers that cannot receive SMS. A number may be marked SMS incapable when:

• The contact manually marks the number as SMS incapable

• The carrier rejects three SMS delivery attempts, causing the system to flag the number as SMS incapable.

• The number is a landline

If a valid number appears in this list, remove it so the system can reevaluate it.

Invalid Phone Numbers

Contacts with phone numbers marked as inactive or unreachable after at least one failed call attempt. These numbers should be corrected or updated so the system can retry delivery.

Invalid Emails

The system marks an email as invalid after three failed delivery attempts (bounces), indicating the address is unreachable.

• Hard bounce – Permanent failure or strict email filtering

• Soft bounce – Temporary issue with the recipient’s server

If a valid email is marked invalid, remove it from the list so the system can check it again.

Also confirm that your email infrastructure allows messages from Regroup by reviewing the Server Allow List for Regroup Email Servers help topic.

Unsubscribes

Contacts who have unsubscribed from one or more groups, channels, or the organization.

You can resubscribe a contact from multiple locations:

• Channel Unsubscribes page – Use the Subscribe Again button to restore their subscription to that specific channel.

• Contact Profile – Resubscribe the user directly from their profile.

• Public Sign-Up or Subscription Pages – Contacts can resubscribe themselves using the same page or method they originally used to subscribe.

Opt Outs

Contacts who have opted out of receiving emails for one or more of their email addresses can manage their email opt-out preferences in the My Groups section of their contact profile.

Tip

To add contacts to your organization, assign them to at least one group or channel.