Resolve a public booking identity review

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.

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.