Unmatched Clients

When the document migration begins, the FYI Migrate app will attempt to match the migrating client names to clients in your FYI platform. There may be instances where FYI cannot match the client name or client code to a client in your practice management software. In this case, FYI creates an Unmatched Client based on the folder name or database name. These clients will be marked as "Unmatched" status.

The following article includes steps on identifying these clients, along with options on resolving these clients.

Why Unmatched Clients are Created

Unmatched clients are created when FYI could not match the client folder name or the client code from your legacy document management store.  The following are examples of scenarios on why an unmatched client may have been created:

• There is a difference in the spelling of the name in the folder.  For example, in the folder structure, the client name has been entered as "Jones, Antony" but the name in FYI is "Jones, Anthony". An Unmatched Client is created for "Jones, Antony".
• The folder contains documents from an archived or closed client. When you begin your FYI trial, your client list will sync from your practice management software and will not include archived clients. 
• For practices migrating from database systems:
  • The Client Code, Export Code or Client Name was not found in FYI.
  • Contacts are non-active and were not found in FYI.

If you are unsure why an unmatched client has been created, please contact your Onboarding Consultant or FYI Implementor. 

Note: If an Unmatched Client has been Resolved and additional documents are subsequently added to the source folder, a new Unmatched Client will be created with the additional documents.

Identifying and Displaying Unmatched Clients

To display Unmatched Clients:

1. Display the Clients list on the Clients workspace.
2. Click the filter for the Status column and add it to your list.
3. In the Filter for the Status column, filter on “Unmatched”.  If you would like to display both active and unmatched, simply select both in your filter. 
4. If you wish, you can Save the view for future use. 

Unmatched clients display Unmatched in yellow next to the Client Name.

You can also include the Source column to display and filter the source of the client. Refer to Adding/Removing/Moving Columns in the Clients Lists. This column shows the following:

• XPM - The client has been created/synced from XPM.
• Practice Sync - The client has been created/synced with the Generic Practice Management Software (refer to Integration with Generic Practice Management Software).
• Legacy - The client has been created from the migration process, but was not matched with a client in FYI. The unmatched client was created in FYI in the Refile function and then shows the Source as Legacy. Refer to Creating and Resolving Unmatched Clients in Implementors: Live Import.

Important Notes to consider:

For practices integrated with Xero Practice Manager:

• Clients that are archived in Xero Practice Manager prior to starting your FYI trial will not show in FYI.  
• If it is important that you have visibility over archived clients prior to migration and to assist with the matching process, you can un-archive these clients in XPM, sync the list to FYI and then re-archive these clients in XPM after the migration is complete.
• FYI can identify clients that are archived in Xero Practice Manager after your FYI trial is established. Any clients you archive in Xero Practice Manager will show as archived in FYI. Refer to Archived Clients.
• On import, FYI may match client data/client folders to clients marked as 'archived' in FYI.

Resolving Unmatched Clients

Once unmatched clients are identified, these should be resolved in FYI.  This could include one, or all of the following actions:

1. Merge unmatched clients with an active client.  This can be achieved by using the Matching an Unmatched Client in the Resolved Clients Function or Resolving Unmatched Clients in Bulk using Unmatched Client Import.
2. Archive unmatched clients.
3. Remove the unmatched client and associated documents from your platform.

Matching an Unmatched Client in the Resolved Clients Function

The following actions will merge your unmatched client and their documents, with an active client in FYI.  This action is performed on an individual client basis.

1. Display the Clients list on the Clients workspace.
2. Select the Resolve Clients function from the View Tools on the right-hand side.
   
   
   Note: The Resolve Clients button is only displayed if there are unmatched clients.
3. The Merge Clients displays a list of unmatched clients that were created in FYI.
   Select an Unmatched Client on the left-hand side, and on the right-hand side, search for the active Client in FYI.
   
4. Click Merge to match it.

When merging an Unmatched Client into an active client, you do not lose anything already filed to the active client. The active client will now contain both sets of documents. All documents will have the client's name as the active client.

Resolving Unmatched Clients in Bulk using Unmatched Client Import

The Unmatched Client Import can be used:

• As an alternative way to resolve or merge unmatched clients, especially where you have a lot of unmatched clients.
• To update unmatched clients to the relevant active client using the Client Name or Client Code and to archive the unmatched clients in bulk.
• To bulk archive unmatched clients.

Refer to Unmatched Client Import.

Archiving Unmatched Clients

Archiving an unmatched client is typically performed once you have completed the matching of unmatched clients to active clients in FYI. When an unmatched client has been archived, it will stored along with any migrated documents as an Archived client in FYI.  Refer to Archived Clients.

Before performing the archive action, if the name of the Unmatched Client needs to be updated, this can be done by selecting the Unmatched Client and updated from the Client - Summary tab (refer to Client Summary).  This is useful if the client name has been imported as a Client Code.

Note:  An FYI Admin user must perform the archiving of unmatched clients.

To archive a single unmatched client:

1. Display the Clients list on the Clients workspace.
2. Select the Resolve Clients function from the View Tools on the right-hand side.
   
   
   Note: The Resolve Clients button is only displayed if there are unmatched clients.
3. The Merge Clients displays a list of unmatched clients that were created in FYI.
   Select the Archive Client
   

To archive unmatched client in bulk:

1. On the Clients list, use the Status column to filter only "Unmatched".
2. Select one or more of the unmatched clients in the list.
3. Click Bulk Update.
   When all the selected clients have a Status of "Unmatched", the Bulk Update includes the Archive option to set the clients as "Archived". Only unmatched clients can be archived.
4. Toggle Archive.
5. Select Run.

The following is an example of archiving unmatched clients.

Removing Unmatched Clients that have no Files

You can remove any of the unmatched clients that do not have any files.

1. Navigate to the Clients workspace in FYI.
2. Select the Resolve Clients function from the View Tools on the right-hand side. The Merge Clients window will appear.  
3. From the Actions button, select Remove unassigned. This checks any of the clients that are unassigned and removes them from the list of unmatched clients.

Removing all Unmatched Clients and documents

You can remove all the unmatched clients that have files. This action should be the final action after resolving any other unmatched clients in your list. 

1. Navigate to the Clients workspace in FYI.
2. Select the Resolve Clients function from the View Tools on the right-hand side. The Merge Clients window will appear.  
3. From the Actions button, select Remove all unmatched clients and documents. You are prompted to confirm. This checks any of the clients that are unassigned that have documents. This removes the clients and documents and removes the client from the list of unmatched clients.
   Note: Once this action has been performed, the documents and unmatched clients are permanently deleted from your FYI platform and cannot be restored.  

Deleting an Unmatched Client

If you are sure you do not need any information relating to the imported Unmatched Client it can be deleted from Merge Clients. This will remove the unmatched client but any associated documents will remain in FYI and can be refiled under a different client or Knowledge cabinet. This function is only available to FYI Admins.

Before deleting an Unmatched client, ensure that it is not needed as an archived client. 

To delete unmatched clients:

1. Tick the appropriate clients to be removed
2. Click Bulk Update
3. Click the Delete toggle to change it to Yes 
4. Click Run

The clients will be scheduled to be removed accordingly.

If a Client is Merged with the Wrong Client

If you accidentally merge an unmatched client to the wrong active client you can refile the documents to the correct client using Bulk Update.

You can identify the documents that need to be updated as follows:

1. Select the client that the unresolved client was merged to in Clients.
2. Display the Client - Documents tab.
3. Add Source or Migrating Client column to the view to show where the files were imported from. Refer to Adding/Removing/Moving Columns in the Documents Lists).
   For folder based migrations, adding the Source column will display the historical source path of the document.
   For database migrations, adding the Migrating Client column will display the historical client information of the document.
4. Filter the view to show only these documents (refer to Sorting and Filtering Documents Lists).
5. Select the documents and use Bulk Update to file them to the correct client (refer to Bulk Updating of Filing Details).

If an Unmatched Client is Incorrectly Archived

If you accidentally archive an unmatched client you can refile the documents to the correct active client using Bulk Update.

You can identify the documents that need to be updated as follows:

1. Select the Archived Client.
2. Display the Client - Documents tab.
   For practices that have Auto Archive Documents enabled, ensure you select the "Archived" Documents view.
3. Add Source or Migrating Client column to the view to show where the files were imported from. Refer to Adding/Removing/Moving Columns in the Documents Lists).
   For folder based migrations, adding the Source column will display the historical source path of the document.
   For database migrations, adding the Migrating Client column will display the historical client information of the document.
4. Filter the view to show only these documents (refer to Sorting and Filtering Documents Lists).
5. Select the documents and use Bulk Update to file them to the correct Active client.
   If the documents were in an Archived state, the Filing Status will need to be changed from "Archived" to "Filed". Refer to Bulk Updating of Filing Details.