Why do I Have Duplicate Message Threads?

Understanding Duplicate Message Threads in Clientbook

Duplicate message threads can occur in Clientbook when two client profiles share the same phone number. This happens because Clientbook uses the phone number as a unique identifier for messaging. When a client texts your store number from that phone number, their message will appear in multiple threads, one for each profile associated with the number.

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Why Duplicate Threads Happen

1. Two Client Profiles Have the Same Phone Number
   • When the same phone number is saved in multiple client profiles, any text sent by that number will create duplicate message threads.

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How to Resolve Duplicate Message Threads

To fix duplicate message threads, follow these steps:

1. Identify the Duplicate Profiles
   • Navigate to the profiles of both clients who share the same phone number.
   • Confirm whether the phone number is duplicated in both accounts.
2. Decide How to Resolve the Duplicate
   • Option 1: Remove the Number from One Profile
     • Edit one of the client profiles and remove the duplicate phone number.
   • Option 2: Merge or Delete a Profile
     • If one of the profiles is outdated or no longer needed, delete the duplicate profile. Ensure any important information from the profile is recorded before deleting.
     • Merge the duplicate profiles together (Merging Duplicate Clients)
3. Save the Changes
   • Once you’ve removed the duplicate number or profile, the issue will be resolved. New messages will now only appear in the correct message thread.

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Preventing Future Duplicate Threads

• Always check if a phone number is already assigned to another profile before adding it to a new client profile.
• Regularly review your client list to ensure there are no duplicate accounts with the same contact information.