Clients
How identity & matching works
Tornaly is careful about who is who. A phone number is only trusted when it’s been proven, and two records never merge without a person — or a code — deciding.
Proven vs. claimed
Every phone number, handle or email on a profile is labelled with how we know it:
| Label | How | Trusted? |
|---|---|---|
| Verified — they texted from it | The client texted you from this number (SMS) | Proven |
| Verified by WhatsApp / Instagram | Messages came from this WhatsApp number or Instagram account | Proven |
| Verified with a code | The client entered a 6-digit code sent to this number | Proven |
| Typed by your team | Someone on your team entered it | Claimed |
| Given in chat (not verified) | The client typed it in a chat | Claimed |
Web chat visitors and emails can’t prove who they are, so what they type is always a claim. Names are never used to match people.
How matching works
Same channel, same address
Messages from the same WhatsApp number (or Instagram account) always go to the same profile.
Same phone across SMS and WhatsApp
A text and a WhatsApp from the same number are linked to one profile, because both prove the number.
Nothing matches
A new profile is created.
No silent merges
When a claimed detail points at someone else’s profile, nothing is combined automatically:
- A client types a number that belongs to another profile: both profiles stay as they are. A possible duplicate is flagged for your team, and the assistant never reveals whose number it is. It can offer to verify the number with a code instead.
- Your team types a number that belongs to another profile: nothing is saved, and you’re offered Compare and merge.
- Two profiles share an email: flagged as a possible duplicate, never merged.
- Two profiles have the same full name but different numbers (for example one imported, one who booked here): flagged as a possible duplicate, never merged. They may be namesakes, so check before merging.
The one automatic merge: a code
If a client wants to change an appointment booked under a different number, the assistant can text a 6-digit code to that number (never in the chat). It expires in 10 minutes. If they enter it correctly, the client has proven they own the number, and their chat profile is merged into the profile that owns it — recorded, and undoable like any merge.
Note
Codes are limited to a few tries per hour, and aren’t sent to a number that has opted out of messages.
Duplicates and merging
Customers → Possible duplicates lists suggested pairs. Not the same dismisses a pair for good. Compare shows both profiles side by side, with the differences highlighted.
| Who | |
|---|---|
| See duplicates, compare, dismiss | Owner, Manager, Front desk |
| Merge and undo | Owner, Manager |
What a merge does
- Moves every booking, conversation, payment, permission, comeback, rating and waitlist request to the profile you keep.
- Keeps that profile’s details, filling any gaps from the other one. Notes and tags are combined; counts are added up.
- If either profile had opted out of messages, the opt-out stays.
Undo
For 30 days, from the profile’s Details tab. Changes made after the merge are kept. Undo isn’t possible if either profile has been erased or merged again since.