Overview
When Broki isn't sure whether a new contact is the same person as an existing one, it creates the new contact and records the pair for review instead of merging them automatically. You'll see the message "Created contact — added to review queue" when this happens.
A dedicated review queue page is not available in Broki's navigation yet. Until it is, you resolve these uncertain matches with Scan for duplicates on the Contacts page, which finds the same kinds of pairs and lets you merge or dismiss them. This article explains when a contact is sent for review and how to resolve it today.
At a glance
The contact review queue is where uncertain matches wait until you merge or dismiss them.
Broki creates the new contact and shows "Created contact — added to review queue" when the match is uncertain.
A review queue page is not in the navigation yet. Use Scan for duplicates on Contacts.
Similar names, possible name changes, and date-of-birth mix-ups go to review. An exact name plus a confirming detail updates the existing record instead.
You can undo a single merge with Un-merge, but records moved in the merge stay with the kept contact.
Before you begin
Before you resolve an uncertain contact match, check these requirements.
You need access to the Contacts page. Merging requires permission to edit contacts.
Partner, realtor, lawyer, and lender contacts are not included in duplicate checks.
Read Contacts — add, edit, and dedupe for the full matching rules.
Step-by-step instructions
These tasks show when Broki sends a contact for review and how you merge or dismiss the pair today.
See when a contact is sent for review
Broki sends a new contact for review (instead of merging it) in these situations:
Similar name plus a shared detail. The name is close but not exact (a nickname such as "Alex" and "Alexander", a typo, or a sound-alike spelling) and the date of birth, email, or phone matches.
Possible name change. The name is different, but the date of birth and email both match.
Date of birth mix-up. The name matches exactly, but the date of birth has the day and month swapped or is off by a little.
In each case the new contact is created, so nothing is lost. You'll see "Created contact — added to review queue" when you add the contact yourself. Contacts created from a client's Broki application go through the same check without a message.
Resolve uncertain matches with Scan for duplicates
Scan for duplicates finds review pairs so you can merge or dismiss them.
In the left sidebar, select Contacts.
Select Scan for duplicates, then select Rescan.
Look for the pair. Name-change pairs (same date of birth and email, different name) are shown with low confidence. Similar-name pairs are shown with high or medium confidence.
Select Review merge to compare the two records side by side.
If they are the same person, check which record is under Keeping, then select Merge contacts.
Before you continue: Merging moves files, notes, tasks, and communications to the kept contact. You can undo a single merge with Un-merge on the kept contact, but the moved records stay with it.
If they are different people, close the merge window and select Dismiss on the group. "Marked as not a duplicate" confirms it, and the pair won't be suggested again unless you select Undo under Dismissed.
Practical examples and other ways to use it
These examples show uncertain matches you resolve with Scan for duplicates.
Nickname. Alexander Sample exists with [email protected]. A client submits a Broki application as "Alex Sample" with the same email. Broki creates a new contact for "Alex Sample" and sends the pair for review. Scan, review, and merge them.
Married name. Jordan Example exists. A new contact "Jordan Sample" arrives with the same date of birth and email. Broki creates the new contact and sends the pair for review as a possible name change. Merge if it's the same person.
Twins or family. Two family members share a phone and have similar names. Broki keeps them separate. In the scan, Dismiss the pair so it isn't suggested again.
Common mistakes and how to avoid them
These mistakes come up when you handle a contact that was sent for review.
Assuming the review message means nothing was saved. The new contact is always created. If you add it again, you'll get another contact. Search Contacts first, then resolve the pair with Scan for duplicates.
Bulk-merging review pairs. Deduplicate all merges every listed group and can't be undone. Family members with similar names may be grouped. Use Review merge on each uncertain pair instead.
Expecting a Likely duplicate banner. Pairs sent for review don't show the Likely duplicate banner on the contact page; that banner is for a different kind of close match (for example, an exact name and phone where one record has no email). Use Scan for duplicates to find review pairs.
Troubleshooting
Use this section when a review message or a scan result isn't what you expected.
I saw "Created contact — added to review queue" but can't find a review queue
You see "Created contact — added to review queue" and there is no review queue in the navigation.
Possible causes
The review queue page isn't available in the navigation yet.
To fix
Go to Contacts > Scan for duplicates and select Rescan.
Find the pair and use Review merge or Dismiss.
Confirm it worked
After merging, only one contact remains and its Merge history card lists the merge.
The pair doesn't appear in Scan for duplicates
The pair you expected is missing from Scan for duplicates.
Possible causes
The pair was dismissed earlier.
One of the contacts is a partner, realtor, lawyer, or lender contact.
Check first
Turn on Dismissed in the scan window and look for the pair.
To fix
If it's listed under Dismissed, select Undo, then Rescan.
If the scan still doesn't show it, select both contacts on the Contacts page and use Merge duplicates.
Contact support if
Two borrower contacts with the same name and email still don't appear. Include both contact names and the time you ran the scan.
Tips and best practices
These tips make review pairs easier to resolve.
Resolve review pairs soon after they appear, before files and notes are added to both records. Fewer records move in the merge, and the history is easier to read.
Ask clients to use the same email they used before. A matching exact name and email is what lets Broki update the existing record automatically.
Limitations and important behavior
These limits apply to the review queue and to Scan for duplicates.
A separate review queue page is not available from Broki's navigation yet.
Broki never merges a similar-name match automatically, even when the email and phone are identical.
Scan for duplicates runs only when you select Rescan and uses looser rules than the automatic check, so it can also list pairs that were never sent for review.
Frequently asked questions
These questions cover how review pairs differ from an automatic match.
Why didn't Broki merge these contacts? Automatic merges need an exact first and last name match plus a confirming date of birth, email, or phone. Anything less certain is left for you to decide, so household members are never merged by mistake.
Can I use the new contact before I review the match? Yes. It's a normal contact. If you merge it later, its records move to the contact you keep.
Related articles
These articles cover adding contacts, leads, and the Broki application.