# Duplicate Leads: Merge Enquiries Into One Case

Source: https://maito.app/workflows/merge-duplicate-enquiries-before-they-double-up

Maito spots when a caller and a web form are the same customer, shows why it matched, and merges them into one case once you approve.

When one customer calls and fills in the form, Maito spots it and keeps one case.

[Sales](https://maito.app/workflows/team/sales) · [Home services](https://maito.app/workflows/industry/home-services) · When something happens · Updated October 19, 2026

Works with

-   Slack
-   Email
-   Gmail
-   Microsoft 365
-   Superhuman Mail
-   [HubSpot](https://maito.app/workflows/tool/hubspot)
-   [Salesforce](https://maito.app/workflows/tool/salesforce)
-   [Attio](https://maito.app/workflows/tool/attio)
-   [Pipedrive](https://maito.app/workflows/tool/pipedrive)

## How 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

1.  Match new enquiries by phone or email
2.  Flag likely duplicates
3.  Keep both source messages
4.  Merge only once a person confirms

## Example

Loop run: Web form submitted at 9:40 AM

**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

When something happens Merge duplicate enquiries before they double 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

### How does it decide two enquiries match?

By details like phone number, email and address. It tells you which one matched and how confident it is.

### Does it merge on its own?

No. It shows the match and merges after you say so.

### What if the two requests disagree?

It flags it, for example two different time requests, and drafts a single reply so the customer gets one answer.

## More sales workflows

-   [Research an account before a call Get a one-page brief on the company and the people you're meeting, without opening ten tabs. Sales · When you ask Works with Google Calendar, Microsoft 365, HubSpot, Salesforce.](https://maito.app/workflows/research-an-account-before-a-call)
-   [Brief every meeting automatically Every morning, get a short brief for each external meeting on your calendar. Sales · On a schedule Works with Google Calendar, Microsoft 365, HubSpot, Salesforce.](https://maito.app/workflows/brief-every-meeting-automatically)
-   [Draft the follow-up after a sales call Turn the call notes into a follow-up email that covers what was promised. Sales · When something happens Works with Granola, Fireflies, Gmail, Microsoft 365, HubSpot, Salesforce.](https://maito.app/workflows/draft-the-follow-up-after-a-sales-call)
-   [Update the CRM from a Slack thread When deal news comes up in a thread, mention Maito and the CRM gets updated. Nobody types it twice. Sales · When you ask Works with HubSpot, Salesforce.](https://maito.app/workflows/update-the-crm-from-a-slack-thread)
-   [Weekly pipeline review See which deals moved, which stalled, and which need you, before the pipeline meeting. Sales · On a schedule Works with HubSpot, Salesforce.](https://maito.app/workflows/weekly-pipeline-review)
-   [Score and route inbound leads New sign-ups and form fills get researched and sent to the right rep, or to nurture. Sales · When something happens Works with HubSpot, Salesforce.](https://maito.app/workflows/score-and-route-inbound-leads)

[See all workflows](https://maito.app/workflows)

## Put your AI teammate to work.

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[Put Maito to work](https://maito.app/login?returnTo=%2Fworkflows%2Fmerge-duplicate-enquiries-before-they-double-up)[Book a demo](mailto:support@maito.app?subject=Maito%20demo)