WHAT IT IS:
A blocking prompt in the in-studio dashboard when a new client profile matches an existing email OR phone number, the way Zenoti behaves today. Should show what matched, plus a deliberate override path for legitimate shared contact info (ideally with a name-difference check).

USE CASE:
Boulevard surfaces matching profiles in search, but nothing interrupts a front-desk user who clicks "Add client" and enters an already-existing phone or email. Chapter/TAG spent three months re-architecting how they create guests to solve duplicates and previously cleaned up tens of thousands of duplicate records; the dupes were breaking marketing messaging. Guardrails need to live in the system, not in training. The online booking flow (OTP-based) passed; the gap is manual creation inside the studio.

PROSPECT:
Chapter Aesthetics - 22 locations; on Zenoti (systems partner: TAG). Requested by: Alex Cross; Alex Torres; Crystal

PROSPECT BRIEF:
https://docs.google.com/document/d/1pVt5pETENFmy0BNeRdgKx6DXI2KQHGHR-1tu555qWoU/edit?tab=t.0

PRODUCT AREA (suggested):
Client profiles

VERBATIM QUOTES (call timestamps):
(41:27, Alex Cross) "This is going to lead to duplicates. I mean, there's no check people. I could go in there and create 900 of myself. You just do it. No problem. Nothing's stopping me. Nothing's prompting me. That is that's… a red flag to me."
(41:45, Alex Cross) "We just solved it (in / with Zenoti). We spent three months fundamentally changing how we did things. So I would say that that's one thing. I mean, look, everything's looked pretty good. Like I don't have that's the first thing where I said red flag."
(43:04, Alex Cross) "Currently, right now, we actually, they can't even add a duplicate email or phone."

GONG CALL (8/19):
https://us-9385.app.gong.io/call?id=1617315346930137713

NOTES / INTERNAL CONTEXT:
Flagged as a RED FLAG in the evaluation. Product note from Julia Egan (8/20): BLVD already shows a staff warning when a client with a matching name AND phone/email is added; there is no hard block on phone/email alone because of parent/child relationships. Warning was enabled in all demo environments as of 8/31. Changelog: https://headwayapp.co/boulevard-changelog/reduce-duplicate-clients-and-capture-more-phone-numbers-with-new-staff-warnings-334003. The ask is for a stronger block/override flow than the existing warning.

SOURCE:
Posted by Tiffany Messenger in #voiceoftheprospect-strategic on 2026-08-20: https://blvd.slack.com/archives/C0BHUAATRC6/p1787239563842089