For a variety of reasons, your database may have cell phone numbers on multiple records. Maybe a couple supplied one of their cell phone numbers as contact information for both of them. Or children may have a parent’s cell phone number added to their record during Check-In.
Ordinarily this may be no problem. But if an SMS reply with a Reply Word is received from such a cell phone number, we will not know for certain exactly who sent it. TouchPoint has an algorithm for picking the correct person but if the same cell phone number is used by multiple people there is no way to guarantee we pick the correct person.
You can reduce the odds of a mistake by identifying and removing duplicate cell phone numbers from your database. We have a tool to help with that – an SQL report of duplicate numbers. For more information about how TouchPoint handles replies from duplicate cell phone numbers and for the SQL script to locate them, read here.