Duplicate client records can occur in CallConfirmLive! when local authority purchase orders are imported. The local authority identifies existing clients using their unique Social Services Reference. During the import process, the system searches for a matching Social Services Reference. If no matching client record is found, a new client record is created automatically.
Preventing duplicate client records
To avoid duplicate records being created:
Ensure the correct Social Services Reference is entered on the client record when creating a client manually or via your rostering system.
Confirm that the reference matches exactly with the reference used by the local authority.
Merging duplicate client records
Before completing a merge, check that there are no active purchase orders on the client record that will become inactive. See how to check a client record for purchase orders below.
Click Clients within CallConfirmLive!.
Search for the duplicate client records.
Right-click the client record you want to make inactive — the record you are merging from.
Select Unknown Client Wizard.
📌 Note: If this option is unavailable, you do not have the required permissions to complete the merge.
Review the introduction screen and click Next.
Review any linked events displayed and click Next.
Select the client record you want to merge into and click Next.
Review the merge confirmation carefully.
⚠️ Important: Once completed, a merge may not be reversible. Any corrections may need to be completed manually.
Click Next, then Finish to begin the merge process.
📌 Note: It is recommended to apply a date range when running the merge, as this can significantly reduce processing time.
Checking a client record for purchase orders
Click Clients within CallConfirmLive!.
Search for and open the required client record.
Click the Purchase Orders tab.
📌 Note: If the Purchase Orders tab is not visible, check the contract linked to the client. Clients not linked to a local authority contract may not display this tab, even if purchase orders exist.
5. If purchase orders are present, ensure this is the client record you intend to keep active.
6. Repeat these checks on the duplicate record before completing the merge.
Rostering system users
If client records are imported via a rostering provider, ensure the correct reference number remains on the active client record after the merge.
If the reference remains attached to the inactive record, raise a new case online and reference the title of this article.