Review possible duplicate inquiries without merging matters automatically

The operational decision

Help staff notice repeated contact while preserving uncertain identity and scope. Conflict review remains the firm’s responsibility. Automation can support a controlled handoff, but a name match, missing search result or completed form must never be presented as a clearance decision.

Prepare the workflow

Flag a possible duplicate for review using permitted identifiers; do not combine narratives or inherit a prior acceptance decision automatically.

Example wording for approval

“This example may relate to an earlier inquiry, but staff must review the match. A repeated contact does not confirm that the matter was accepted.”

Worked example

Two fictional callers share the same surname and email an inquiry about different broad service categories. An automatic merge based on surname would combine unrelated records. Flag the possible match for staff using only approved identifiers and keep both requests distinguishable until review. The acceptance test inspects notifications and status history after the flag is set. A previously accepted matter must not make a later uncertain inquiry appear accepted simply because the system reused an existing contact record.

Handoff record

Record these task-specific fields: possible-match flag, permitted identifier, source, reviewer.

Acceptance check

Use two fictional people with the same name. The workflow should leave the match uncertain instead of merging their inquiries as one matter.

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