FAQ
Overview
When a returning client reaches out to your firm for a new case, MyCase now provides an improved way to convert that lead without creating confusion or compromising client data.
Previously, when converting a returning client, you’d see an error message:
“This email is already associated with an existing client.”
Your only option was to change the email address, which created duplicate records and disconnected data.
The new functionality makes this process seamless. When you convert a lead with an existing client record, MyCase now:
Automatically links the new case to the existing contact.
Creates a temporary “Duplicate of [Client Name]” record for clarity.
Removes the email address from the duplicate contact (to maintain email uniqueness).
This enhancement saves time, reduces errors, and keeps your contact data clean and consistent
How it Works Step-by-Step
Follow these steps to convert a returning client’s lead into a new case:
Step One:
Navigate to your Leads Pipeline page.
Select the lead for the returning client.
Step Two:
Select Convert to Case.
If the client’s email already exists, you’ll see a message indicating a duplicate contact.
Click Continue.
Step Three:
Click Associate with Existing Client when prompted.
The system will automatically link the new case to the existing contact record.
A duplicate contact record will appear labeled Duplicate of [Client Name] for clarity.
Step Four:
Review both the original and duplicate records.
If needed, manually move any relevant information, such as:
Trust deposits
Case notes or communications
Custom fields or billing details
This gives your firm control over what data carries forward, ensuring accuracy across all client records.
FAQ
Q: Why does the duplicate contact lose its email address?
A: Each contact must have a unique email address. To maintain data integrity, the duplicate contact’s email field is cleared, while the original contact's email remains.
Q: What is the purpose of the “Duplicate of [Client Name]” label?
A: This label helps distinguish between the original client and the temporary duplicate created during conversion. It prevents confusion when viewing your contacts list.
Q: Can I merge the duplicate contact after the conversion?
A: Manual merging isn’t required, but you can transfer relevant data (like trust deposits or notes) to the original contact if needed.
Q: Will this feature affect billing or existing cases?
A: No. The enhancement only impacts lead conversion for returning clients. Your billing, case details, and prior records remain intact.