> For the complete documentation index, see [llms.txt](https://help.delpha.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.delpha.io/delpha-for-salesforce/how-to-faq/duplicate-cases-email-to-case/as-an-end-user-how-to-process-duplicate-cases.md).

# As an End User, how to process duplicate cases

When using the Salesforce Console, if you open a case flagged as a potential duplicate, **Delpha Bot** automatically launches the *Duplicate Case* conversation.\
This conversation displays the matched cases along with all details from the analysis.

The process has 2 steps:

1. **Review** – Check the pair information (hover over the icons for details), review the score, and select the cases you want to process. Click **Next**.
2. **Confirm** – Choose the action to perform:
   * **Assign Parent**
   * **Merge Case**
   * **Reject the duplicate proposal**

{% hint style="warning" %}
If the Master case is closed, only **Assign Parent** or **Reject** options will be available.
{% endhint %}


---

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