Duplicate client records happen when a client is added as new instead of being found via search, resulting in two separate records for the same person. Duplicates can't be merged in Workflow, so preventing them is important.
Why duplicates happen
The most common causes:
Searching by a name variation — e.g. "Rob" instead of "Robert"
Two team members adding the same client independently
Creating a new client without searching first
A clean client list means accurate compliance records, easier searching, and no confusion about which record holds the verified information.
How Workflow helps you detect existing records
Workflow's client search will appear during your step by step process when you reach the Client CDD section. Existing client records will appear in the search bar as you type, matching on name.
Workflow shows you potential matches. If you can't find them, use Add New Client option. Searching first is the best way to avoid duplicates.
What to do when you find a match
When you search and a matching record appears:
Review the full name shown in the result and their risk status
If it's the same person, click Select — do not click Add New Client.
The existing client record is linked to the case. Any previous verification history is retained.
If you're not sure whether the match is the same person, for example, a common name, compare the email or date of birth shown in the result against the details you have. You can also add them to the Case to see more details, including the KYC check that was completed
Search tips to avoid missing an existing record
Use the full first name "Robert" and "Jennifer"
Check for middle names — some clients may have been added with a middle name included.
Search by last name alone and browse results if the first name might have been entered differently.
If you've already created a duplicate
Duplicate records cannot be merged in Workflow. If you discover a duplicate:
Identify which record is the "correct" one — typically the one with the most complete information or the current verification.
Use the correct record going forward by linking it to new cases.
Add a note to the duplicate client record by going to Clients > Clicking their record > Notes > Add note "Duplicate entry"
Building a team habit
Duplicates are often a process problem as much as a system problem. Encourage your team to:
Always search before adding a new client
Use full names as the primary search
Check with colleagues before creating a record for a well-known repeat client