Merge duplicate enquiries before they double up
When one customer calls and fills in the form, Maito spots it and keeps one case.
Sales · Home services · When something happens · Updated
Works with
- Slack
- Gmail
- Microsoft 365
- Superhuman Mail
- HubSpot
- Salesforce
- Attio
- Pipedrive
Slack
Gmail
Microsoft 365
Superhuman Mail
HubSpot
Salesforce
Attio
PipedriveHow do you merge duplicate enquiries?
To merge duplicate enquiries, connect Maito to your inbox and CRM. When a new enquiry arrives it looks for a match, such as the same phone number or email, and tells you why it thinks they're one customer. After you approve it merges them, keeps both original messages, and drafts one reply.
How it's done today
Staff create two jobs and send the customer two different replies.
What Maito does
- Match new enquiries by phone or email
- Flag likely duplicates
- Keep both source messages
- Merge only once a person confirms
Example
Loop run: Web form submitted at 9:40 AM
Possible duplicate: two enquiries, probably one job. • Voicemail, 9:12 AM, from 555-0163: "kitchen tap leaking under the sink, Elm Court, any time today" (E-4410) • Web form, 9:40 AM, Marcus Webb, 22 Elm Court, 555-0163: "dripping kitchen tap, Saturday 8 to 10 AM" (E-4411) Match: same phone number, so I'm confident. Catch: the two time requests disagree, "today" and "Saturday morning". If both get replies, he gets two different answers. I haven't merged anything.
@Maito Merge them and draft one reply offering Saturday.
Merged E-4411 into E-4410. Both original messages are attached. Reply drafted for your OK: "Hi Marcus, we can come Saturday between 8 and 10 AM. Please confirm the address, 22 Elm Court."
Maito (9:41 AM):
Possible duplicate: two enquiries, probably one job.
• Voicemail, 9:12 AM, from 555-0163: "kitchen tap leaking under the sink, Elm Court, any time today" (E-4410)
• Web form, 9:40 AM, Marcus Webb, 22 Elm Court, 555-0163: "dripping kitchen tap, Saturday 8 to 10 AM" (E-4411)
Match: same phone number, so I'm confident.
Catch: the two time requests disagree, "today" and "Saturday morning". If both get replies, he gets two different answers. I haven't merged anything.
Jess (9:48 AM):
Merge them and draft one reply offering Saturday.
Maito (9:49 AM):
Merged E-4411 into E-4410. Both original messages are attached. Reply drafted for your OK: "Hi Marcus, we can come Saturday between 8 and 10 AM. Please confirm the address, 22 Elm Court."
How to set it up
- Ask your agent
“When a new enquiry arrives from the phone system voicemails, email or the web form, check whether the same phone number or email already has an open enquiry. If so, post it in #office and don't merge anything until Jess says so.”
- Connect email
- Gmail
- Microsoft 365
- Superhuman Mail
- Connect CRM
- HubSpot
- Salesforce
- Attio
- Pipedrive
- Use phone system
- RingCentral
- Dialpad
No MCP server needed. Ask your agent to save a skill with the steps, then add the login or API key in Settings → Vault.
Not connected yet? Your agent sends you a link to sign in.
What it won't do
A match isn't proof. Customers share phones and addresses, so you confirm before records are merged.
Questions
By details like phone number, email and address. It tells you which one matched and how confident it is.
No. It shows the match and merges after you say so.
It flags it, for example two different time requests, and drafts a single reply so the customer gets one answer.
