If you see Client identity review: phone match disagrees with appointment client on a text conversation, CoolFocus found that the phone number matched a different client than the client already attached to the appointment.

This is a safety check, not an indication that the text failed. Phone numbers can be shared, recycled, or out of date. CoolFocus keeps the existing appointment-client link in place until your team confirms who sent the message.

1. Open the text conversation and note the person currently linked to it.

2. Open the related appointment and check the client shown in its Client field.

3. Confirm which person actually sent the text.

4. If the records are wrong, correct the phone number on the right client and unlink or relink the appointment to the correct client.

5. Return to the conversation and respond as appropriate.

6. Choose Mark as reviewed on the notice. This clears the notice and removes the review text from the conversation title. Closing the conversation does not clear it.

If the text was an appointment confirmation or cancellation, complete that action manually after resolving the client identity. Automatic appointment handling may be paused while the review is open.

• The same phone number is listed on more than one client.

• A recycled phone number is still saved on an old client record.

• The appointment has an old or missing phone number.

• The name or date of birth on the appointment does not match the client found by phone.

If the appointment is linked to the wrong client, unlink or relink it first. Do not edit the name, phone number, or date of birth from the appointment screen while the wrong client is still linked; those edits can change the linked client record.