What happens when a lead is converted and the email is already in use?

While unlikely, it’s possible that your brokerage may receive a new lead from a client which already exists in your platform. For example, it might be that they see your advertisement and fill out the form out of interest, or maybe they want to re-engage for a new mortgage and your new QR code advertising drove them to get in touch. There is a chance that fraudsters could attempt to use this in a malicious manner. It is important that we take steps to protect the information you hold about your clients.

When you attempt to convert the lead into a case, we will check if you already hold this email address against an existing client. If you do, then a pop-up message will show to alert you that the email exists, and which adviser is assigned to the case. This is to ensure that personal information of the existing client is protected. We recommend you get in touch with the client to confirm it’s them, and then can add a new case for them, if required.