Why does the form ask whether it is the same person when I book an appointment?
Because the phone, email or name already belongs to another client. One tap tells it whether it is them or someone else: two records are never mixed without you saying so.
Updated 05 Oct 2026
To avoid mixing two people in one record, or splitting one person across two. Before saving, the form checks who what you typed belongs to, in this order: the client you pick from the suggestions, the phone, the email and, if there is none, the name. If it matches someone with a different name, it asks you with one tap and shows their visits and last visit:
- The phone belongs to another client: "This phone belongs to Juan López (17 visits · last on 20 Aug). Is it the same person?". "Yes, it's Juan López" puts the appointment in their record, under their name. "No, someone else" saves a new client with the same phone: that is normal when a father and son, or a couple, share a mobile. The email works the same way ("This email belongs to…"); it shows in the appointment if your booking form asks for it.
- No phone, and the name belongs to a client: "You already have a client called Neighbour (…). Is it the same person?". If several share that name, it lists them with their phone partly hidden so you can pick one, or "No, someone else".
- The name belongs to a client with no phone, and you type a new one: "Is it Neighbour (…)? This phone will be added to their record." With "Yes", their record gets the phone and starts receiving notices.
If the phone belongs to a client with that same name, it asks nothing: the appointment goes to their record.
Changing a client's phone or email. If you pick someone who already had a phone and type another, you see it below before saving: "The phone on their record will change: … → …"; with the email, "The email on their record will change: … → …". If you save without having seen it, the form stops and asks you to save again to confirm. From then on their notices go to the new phone or email.
No question leaves you stuck: you always have "No, someone else" or "Save without a record". And if you later find out two records were the same person, in Clients filter "Possible duplicates", tick them and press "Merge records".
Your booking website and the WhatsApp assistant never recognise anyone by name, because anybody can type "Juan": there only the phone and the email count.