Setting up the duplicate lead flag

Navigate to Settings > Survey settings > Quoting preferences > Duplicate fields tab.

Choose which fields will cause a lead to display “Duplicate” on the View button

Customer name – this will show duplicate on the button if there is another lead/job with the exact matching customer name. This could cause false positives if you have customers with the same name (e.g. John Smith)
Customer number – this will show duplicate on the button if there is another lead/job in the system using the same phone number. This could cause issues with lead feeds where a generic number is posted through such as ‘0000’ but may help where a customer searches for a new quote using a different email address
Customer email – this will show duplicate on the button if there is a previous lead/job in the system for that customer email address
Property – this will show as a duplicate if a similar property is in your quote/job table – a matching postcode and very similar first line

Suppress Email Sending

You can prevent welcome and lead nurture emails from automatically sending when a new lead is flagged as a duplicate. Email suppression is controlled by two key settings: Welcome Email & Lead Nurture Suppression and Exempt After (Days).

Welcome Email & Lead Nurture Suppression

This setting determines which matching criteria (factors) trigger email suppression.

Unticked: If all factor checkboxes remain unticked, welcome and lead nurture emails will always send, even if a duplicate is detected.
Ticked: If you select one or more factors, emails are suppressed only when a duplicate matches those specific checked criteria.

Example: If you tick only the Customer Email factor, but a new lead is flagged as a duplicate based on Customer Name and Property Address, the emails will still send.

Exempt After (Days)

Email suppression is ideal when a customer submits multiple inquiries across different sites within a short period and you only want to send an initial welcome email. However, if a previous customer returns after several weeks or months, you likely want them to receive fresh onboarding emails as if they were a new lead.

The Exempt After (Days) setting defines how old a prior duplicate must be before suppression rules are ignored.

Within the time limit: If the existing duplicate was created within the set timeframe, emails are suppressed.
Exceeding the time limit: If the existing duplicate is older than the set timeframe, emails will send as normal.

Example: If you set Exempt After (Days) to 7:

A duplicate lead matching a record created 8 days ago will receive the emails.

A duplicate lead matching a record created 3 days ago will not receive the emails.

Note: The system will still flag the record as a duplicate for manual review regardless of whether emails were suppressed or sent.

Mark a lead as not a duplicate

Open the job record and click “Mark as not a duplicate” on the ‘What’s next?’ section. This will remove the word ‘Duplicate’ from the view button in the Quotes/Jobs table.