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How EliseAI Handles Duplicate Guest Cards (Guest Card Auto-Merging Feature)

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The Guest Card Auto-Merge feature in EliseAI helps keep your lead database organized by automatically consolidating duplicate entries when there's enough information to confirm a match. This ensures your team has a complete view of each prospect’s activity while reducing clutter and confusion.

Why Duplicate Guest Cards Happen

It’s common for prospects to reach out more than once, sometimes through different channels or over extended periods. Duplicate guest cards may be filed under the same contact or created as separate records depending on the information provided. This usually happens when:

  • A prospect uses different contact information (such as an alternate phone number or email)

  • Someone completes a tour, then submits a brand-new application instead of continuing their original inquiry

  • Inquiries come through separate sources like a phone call, property website, or third-party listing (e.g., Zillow)

To help manage this, EliseAI uses a set of rules to determine when guest cards should be grouped under a single contact or kept separate.

 

When Guest Cards Are Merged

Guest cards are automatically merged when:

  1. There is 1 or fewer points of difference on the guest card info
    Points of difference considered include email, phone number, and last name. If 2 or more are different between new submissions, the guest cards will not be merged. If 1 or 0 points of difference exist, the guest card will be merged.

  2. Building IDs Match
    If guest cards with fewer than 2 points of difference come in for the same building ID, they will be merged into one guest card.

Examples:

  • Result: Merged, Points of difference = 1, phone
    1. Name: Jonny Smith, Email: xyz@gmail.com, Phone: 567-567-5678
    2. Name: John Smith, Email: xyz@gmail.com, Phone: 123-123-1234
  • Result: Merged, Points of difference = 1, last name
    1. Name: John Smith, Email: xyz@gmail.com, Phone: 123-123-1234
    2. Name: John Doe, Email: xyz@gmail.com, Phone: 123-123-1234

 

When Guest Cards Are Not Merged

Guest cards will remain separate when:

  1. Contact Info Is Different
    If a prospect uses a different name, email, or phone number (even slightly) EliseAI will treat it as a separate guest card.
  2. Different Entry Channels
    Guest cards submitted through different sources (e.g., phone call vs. web form) are not guaranteed to merge, even if contact information overlaps.                                                 
    • Important clarification: Webchat submissions will not auto-merge with a previously existing guest card unless the webchat was the original entry point. For example, if a prospect first submits a web form and later initiates a webchat using the same contact information, a separate guest card will be created for the webchat conversation.
  3. Application Submitted
    Submitting an application will, at times, generate a new guest card. Applications can create new guest cards in the PMS if the PMS does not merge the guest card with existing records. Once 2 guest card IDs exist in the PMS, EliseAI cannot merge those on behalf of customers.
  4. Users Manually Override Merge Logic
    When manually creating guest cards, users are flagged when a guest card is about to be merged. At this point, they can choose whether the guest card can be merged or not. If they choose not to merge, there will be two guest cards represented in EliseCRM and the PMS.

Examples:

  • Result: Not Merged, Points of difference = 2, email and phone
    1. Name: Jonny Smith, Email: tuv@gmail.com, Phone: 567-567-5678
    2. Name: John Smith, Email: xyz@gmail.com, Phone: 123-123-1234
  • Result: Not Merged, Points of difference = 2, email and last name
    1. Name: John Smith, Email: tuv@gmail.com, Phone: 123-123-1234
    2. Name: John Doe, Email: xyz@gmail.com, Phone: 123-123-1234

 

Reactivating a Guest Card

In some cases, a new inquiry may auto-merge with a guest card that was previously canceled, causing the current lead to appear inactive. If this happens, you can manually reactivate the guest card:

  • Open the dropdown menu next to the guest’s name in the EliseAI Portal

  • Select the option to Reactivate the guest card

This ensures valid returning leads aren’t missed due to a previously canceled status.

 

Best Practices

To reduce duplication and maintain visibility into lead activity:

  • Encourage prospects to use consistent contact information (same email and phone) across inquiries so their records are filed under a single contact

  • Periodically review guest cards filed under the same contact for accuracy—especially after applications or re-engagements

  • Use the Reactivate option to re-open a guest card when a previously canceled lead returns

  • Avoid manually creating duplicate guest cards when following up with existing prospects—check if they already exist under a contact profile

 

Need Help?

If you have questions about guest card merging behavior or notice unexpected activity, reach out to EliseAI Support or your Account Manager.

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