Retiring phone numbers and removing email addresses

A customer's phones and emails are separate contact details. You can add another, change its label, choose a primary detail and, for phones, move it to another customer. You cannot rewrite the phone number or email address in place. If the value itself is wrong, take the old one off the active customer and add the correct one.

A phone number is retired

Open the phone's controls and press Retire. The confirmation says Retire this phone number? and names the effect before Yes, retire it can be pressed. The number comes off the customer's active contact details. If it was primary, choose the successor shown in the panel.

The durable consent record survives retirement, but the active consent shown on that customer row does not. If the same digits are added again later, the new row starts unconsented and the customer's answer must be recorded again. Retiring a number is not permission to text it from somewhere else.

An email address is removed

An email uses Remove rather than Retire. The confirmation says Remove this email address? and then Yes, remove it. The address comes off the customer. A marketing block or unsubscribe is kept in the suppression ledger, so taking an address off and adding it again does not erase a customer's opt-out.

What recovery really means

A retired phone or removed email does not go to the trash, and there is no undo. The activity log keeps a note of what changed; typing it in again is how you put the detail back. That is a new contact row, not a restoration of the removed row, which is why phone consent has to be answered again.

This is different from deleting the whole customer. A customer in Trash has a 30-day snapshot that can restore the customer and the contact details captured with that customer. Directly retiring one phone or removing one email never creates that snapshot and cannot be recovered from Trash.