Duplicates and repeat enquiries

People often enquire more than once, from IndiaMART one week and your website the next. LeadCRM keeps one lead per person so your team doesn't call the same customer twice.

How a duplicate is spotted

A new enquiry is matched to an existing lead with the same mobile number or the same email. The number is matched however it is written, so 09930056712, +91 99300 56712 and 919930056712 are the same person. If both match different leads, the phone number wins.

When someone enquires again

• No second lead is made. The existing lead's timeline gets an Enquired again entry with the source and what they asked for.
• If the old lead had no phone or no email, the new one is filled in.
• If the lead is still open, it keeps its owner, stage and follow-up. Its owner gets an alert such as “Priya enquired again via IndiaMART”. If nobody owns it, owners and admins get the alert. Excel imports don't send this alert, and you don't get one for an enquiry you added yourself.

When a won or lost customer comes back

If the enquiry comes in by itself, from a connected source such as Facebook, IndiaMART, your website form or Zapier, a won or lost lead is reopened. It moves to your first open stage, gets an Enquired again follow-up due now, and the owner gets an alert. If nobody owns it, owners and admins get the alert.

Leads you add by hand or bring in from Excel do not reopen a won or lost lead. They only add the Enquired again entry. Reopen it yourself if needed. See Won and lost leads.

Adding a lead by hand

If you add a lead whose number or email is already in LeadCRM, you see This number is already a lead or This email is already a lead, depending on what matched. The enquiry goes on the existing lead's timeline. Tap Open to go to it. On a lead's page, other leads with the same number or email are listed under Same phone number, Same email, Same phone number and email or Same phone number or email.