When I compare two service inquiries, I ask whether they require the same decision. If both records came from the same form submission and one was imported twice, Duplicate may be appropriate. If the same customer submitted a new request for a different property, service, or date, the second event may need its own record. If the relationship is unclear, Hold preserves the question without forcing a merge.
The evidence date matters here. A new request after a completed estimate is not necessarily a duplicate. The customer may have changed the scope, added a location, or reopened the conversation after a pause. The original record should remain available so the owner can explain why the requests are related or separate.
For repeat customer request CRM evidence, keep a short relationship note rather than copying an entire conversation. State which source event is earlier, what changed, who owns the next decision, and whether a stop signal exists. Remove passwords, payment information, recordings, full transcripts, health or legal records, and unrelated personal details.
Use five outcomes instead of one score
A bounded review can sort a redacted sample into Ready, Hold, Duplicate, Do Not Contact, and Missing Context. Duplicate means the relationship is clear enough to preserve one primary record. Hold means the relationship or next decision is unresolved. Missing Context means the source event cannot be verified. Do Not Contact remains separate because a stop signal is not a data-cleanup inconvenience.
The Missed Lead Recovery review can organize the evidence in a browser without sending a message or changing a CRM. The owner decides whether to merge, preserve, pause, or stop a record after reviewing the source events. No category is proof of customer intent, lead quality, revenue, or a future job.
The useful question is not “Do these rows look alike?” It is “What customer event does each row represent, and what decision is due now?” That question keeps duplicate cleanup from turning into accidental deletion and keeps a busy queue explainable to the next person.
Start with a bounded review: use a small redacted sample. AI Cleanup Doctor does not send messages, change a CRM, or decide contact permission. See the local-only review.
Review boundary: This article organizes supplied evidence. It does not prove platform fault, employee fault, attribution accuracy, duplicate billing, consent, lead quality, calls, jobs, rankings, orders, ROI, revenue or AI citations.