If you logged a booking, order, refund or escalation for someone whose phone number was already on another customer’s record, it was filed against that other customer — even when the name and the email address you entered were both different. Households, couples, families and anyone using a business landline share a number routinely, so this was easy to hit and hard to notice: the record simply appeared in the wrong person’s history.
It also mattered for calls. Once a caller has confirmed who they are, the AI can talk to them about what is on their account — so a record filed against the wrong person could have been mentioned to the wrong person. A phone number on its own is no longer enough to decide that two people are the same when the email address says otherwise; the second person now gets their own record, and the number stays with whoever it was first recorded against. Callers are still recognised from their number exactly as before, and returning customers are still matched to the record you already hold.
Records already filed against the wrong customer are not moved automatically, because we cannot tell from the outside which ones were genuinely the same person. If you spot one, open the customer and it can be corrected there.