---
key: resolve-a-public-booking-identity-review
title: Resolve a public booking identity review
audience: staff
section: operations
routes: ["/bookings/public-operations", "/bookings/public-operations/:surfaceUid/:workspace?"]
permissions: ["org.settings.public_booking.identity_reviews.manage"]
features: ["booking.public.operations"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Decide whether an online booking belongs to an existing customer or a new one when Nova could not match it on its own, so the booking can go ahead.
keywords: [identity review, duplicate customer, match customer, online booking held, pending booking, new occupant, wrong account]
related: [work-the-public-booking-waitlist, approve-a-public-booking, create-an-account]
---

In the sidebar, open **Operations**, then **Online Booking**. The page address is `/bookings/public-operations`. Pick the surface under **Managed public surfaces**, then press **Identity Reviews** on the left.

## Before you start

Your admin has to give your role permission to manage identity reviews, and manual identity review has to be turned on for your plan. A booking waiting here stays blocked until you decide.

## Steps

1. Read the card. **Identity review required** marks it, **Recommended path** says what Nova suggests, and **Blocking reasons** says why it stopped. **Submitted customer** and **Submitted service address** show exactly what the customer typed.
2. Under **Candidate matches**, press the existing customer Nova thinks this might be. **Review signals** lists what Nova noticed, **Side-by-side comparison** shows the booking next to that customer's record field by field, and **Risks to verify** lists what does not match.
3. Under **Resolution action**, choose what to do. Nova shows the likely choices first and folds the rest under **Advanced actions**:
   - **Attach to existing customer** books it for the customer you picked.
   - **Create contact under account** or **Create location under account** keeps that customer but adds the new person or address.
   - **Create new customer** or **New occupant at address** starts a fresh customer record.
   - **Reactivate to lead** brings an inactive customer back.
   - **Flag possible duplicate** keeps the booking waiting and records that the customer records need a duplicate check.
   - **Keep pending** leaves it blocked while you find out more.
   - **Reject and cancel** cancels the booking.
4. To attach to a different customer than the candidate, press **Change target** under **CRM target selection**, type in **Search accounts** and pick the customer from the list, then optionally pick a contact and location. Press **Done**.
5. If the chosen candidate has serious conflicts, turn on the switch that says you reviewed the highlighted conflicts.
6. Type a **Review note**. Some actions say **Review note required**; a **Note template** list can start it for you.
7. Press **Apply selected action** (or **Reject and cancel**, or **Flag duplicate review**), then confirm in **Apply identity resolution?** with **Confirm resolution**. Press **Review again** to go back.

## What you see

Nova tells you the review is resolved and the booking confirmed, rejected and cancelled, or flagged for duplicate review. The card leaves the list. A booking that also needs a manual payment approval shows up under **Payment Approvals** next; see [[approve-a-public-booking]].

A card with a **Duplicate review task** stays blocked until that task is resolved. Set its status and outcome, add a note, and press **Update duplicate review**.

## If something looks different

- The list says there are no pending identity reviews: nothing is waiting for this surface.
- Nova asks you to select an account: the action you chose needs an existing customer. Pick a candidate or use **Change target**.
- Nova asks you to acknowledge the highlighted identity risks: turn on the conflict switch before attaching.
- **Advanced ID fallback** is shown under **Change target**: it lets you paste record identifiers by hand. Prefer the search fields.