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“Comment” mode: a returning client noted on the original record
A new record is created and linked to the matching ones, and a system comment on the original record tells its assignee that the client got in touch again.
Deduplication control is a paid Add-on.
Where is the comment posted?
Option
Result
The original record only
Only on the matching record with the most recent activity
All records in the cluster
On every record in the duplicate group, with a matching comment on the new record
What the note says
In chats, it says the client started a new chat. When a record is created from a form or another way, it says the client “got in touch again”, and names the channel if it’s known: a web form, the API, or an automation.
When an employee creates the record themselves, the note doesn’t name a channel.
The comment reaches the assignee like any other comment. See Comment and mention teammates inside a record.
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