Duplicate clients

The rule

A client record is keyed on the primary mobile number: the last ten digits are compared, so country codes and spacing do not matter. Emails may repeat (a family often shares one). An alternate number may repeat too, with a warning. A number whose previous enquiry is dumped, booked or closed can be registered again as a fresh enquiry.

Adding a client whose number exists

• This number is already a client with another executive. Ask your manager if it should come to you. You are not the handler; the client stays where they are. If you named a different project, it was added to their record and their executive was told.
• <Name> is already registered and with <Handler>. Open them from your client list. You are the handler (or the desk): log a re-visit on the existing record instead.
• This mobile number is already on record. Saving updates that client. On the web Add client page after a lookup; click New client instead only if it really is a different person.
• The attribution clash has been flagged for the sales head. A second source (a partner, a walk-in, another ad) claims the same lead; the sales head settles who keeps it.

Clients who give only the last digits

1. Tick Client shares only the last digits and enter the last 4 or 5 digits. No duplicate check runs yet.
2. When you get the full number, click Add full number on the client. It must end in the digits the client gave (That number does not end in …).
3. If the full number already belongs to another client, a duplicate clash is raised (Number in clash) and the sales head is notified; a booking cannot be approved until it is settled.

Integration leads

Leads from websites, ads, portals and imports follow the Duplicate leads setting under Marketing › Automations: by default a repeat enquiry is added to the open enquiry as a remark (with a clash when the source differs); the alternative creates a second enquiry that goes through your rules. With Also match by email address on, a known email is treated as the same client even with a new number. See Duplicate leads.