Manage SMS Incapable, Invalid Phone Numbers and Invalid Emails

Overview

Maintain Accurate Contact Information (SMS Incapable, Invalid Phone Numbers, and Invalid Emails)

The Organization Contacts area displays all contact records in your organization, including Group Contacts, Channel Subscribers, and Floating Contacts. It also identifies contacts with communication issues, such as:

• SMS Incapable

• Invalid Phone Numbers

• Invalid Emails

• Opt-outs

• Unsubscribers

These records appear in dedicated tabs so you can review, update, or remove invalid information. Maintaining accurate contact details helps ensure successful message delivery. If valid phone numbers appear as invalid, you can remove them from the invalid list to trigger a new validation check. You may also need to confirm your allow-listed IP addresses if multiple valid numbers are marked invalid.

Access the Invalid Contact Lists

Under the Organization Contacts section in the left navigation panel, you can access SMS Incapable, Invalid Emails, Invalid Phone Numbers, and Unsubscribers.

1. Select Recipients.

2. In the left navigation under Organization Contacts, open any of the available lists:

   • SMS Incapable

   • Invalid Phone Numbers

   • Invalid Emails

   • Unsubscribers

   • Opt-outs

Update a Contact Profile

1. Navigate to the All Contacts section.

2. Use the search bar to find the contact record.

3. Click the contact’s name to open the profile.

4. Select Edit Profile.

5. Update the incorrect phone number or email.

6. Scroll down and select Save finish to apply and save the profile changes.

Note: The primary email address on a contact profile cannot be edited directly. If the primary email requires correction, it must first be added or designated as a secondary email, updated accordingly, and then reassigned as the primary email. For complete instructions on managing primary and secondary email addresses, refer to Update Contact Profile

Remove a Contact From an Invalid List

1. In any applicable list (SMS Incapable, Invalid Phone Numbers, Invalid Emails), locate the contact.

2. Open the vertical ellipsis next to the record.

3. Select Remove.

Tip: Removing a contact from an invalid list prompts the system to re-check the phone number or email address and update its status.

Manage Unsubscribers

You can resubscribe unsubscribed users to a channel using the Subscribe Again button on the channel’s Unsubscribes page. Contacts or subscribers may also resubscribe through the contact profile page, the channel sign-up page, or any location where they originally subscribed to the channel.

• Open the Unsubscribes tab to view unsubscribed contacts at both the group and organization level.

• To resubscribe a user, use Subscribe Again from the corresponding Channel’s Unsubscribes page.

Note: Contacts can also resubscribe from their contact profile page, the sign-up page, or any location where they originally subscribed.

Manage Opt-outs

• Open the Opt-outs tab to review:

  • Email Opt-outs

  • SMS/Text Opt-outs

  • Voice Opt-outs

• From each tab, update or delete the required contact profiles as needed.