Duplicate leads

Introduction

People enquire more than once: they fill in a second form, click a second ad, or a portal pushes the same enquiry twice. The Duplicate leads setting (Marketing › Automations › Duplicate leads) decides what BMexa does when a lead arrives from an integration and the person already has an open enquiry.

A lead is treated as a known person when the phone number matches an existing client (the last ten digits are compared, so country codes do not matter). With "Also match by email address" on, a lead whose email belongs to an existing client is treated as that client even if the phone number is new; the new number is written on the enquiry.

Add to the open enquiry (default)

• The message and any form fields are added as a remark on the client’s open enquiry, so the assigned person sees the fresh interest in context.
• If the lead came from a different source than the one on the enquiry, a lead clash is raised for the sales head to settle, exactly as for a partner or walk-in claiming a lead.
• With "Alert the assigned person when a known client enquires again" on, the assignee gets a notification pointing at the enquiry.
• The webhook answers with duplicate: true so the sending system knows no new lead was created.

Create a new enquiry

• A second enquiry is created on the same client record and goes through your Lead Automation Rules like any new lead, so it may land with a different person.
• Both enquiries get a remark pointing at the other. When the new enquiry lands with someone other than the current owner, a lead clash is raised on the existing enquiry so the sales head can decide who keeps the client.
• Use this only if your process expects one enquiry per project or per campaign; most teams keep the default.

What never changes

• A client whose previous enquiry is dumped, booked or closed always gets a new enquiry.
• The client record is keyed on the phone number. An email that already belongs to another client is never moved; it is noted on the enquiry instead.
• Changes to this setting are written to the audit log.