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Customer Insights - Journeys forum
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Two Contacts with Same Email Getting Both A and B Emails in A/B Test

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Posted on by CU27090946-0

Hi,

We have enabled email deduplication in Customer Insights Journeys, but we have duplicate data and contacts sharing the same email address are still receiving both A and B emails in our A/B testing journey.

It looks like a known issue where deduplication prevents sending an email more than once to the same address, but it doesn't exclude other contacts sharing that email from the journey logic. 

How can we ensure that the same email address only receives one version of the test, even if two contacts share it?

Many thanks in advance!

Categories:
Segmentation
Customer Journey Design
  • CU27090946-0 Profile Picture
    CU27090946-0 on at
    Two Contacts with Same Email Getting Both A and B Emails in A/B Test

    Hi, Thanks for the insight! I’ll try adding the duplicate contacts to the suppression list while we continue cleaning up the data, though that process will take some time.

    It looks like the deduplication in Customer Insights Journeys is based on contact ID, which is why contacts sharing the same email but with different IDs receive both A and B emails in the A/B test. The documentation supports this: https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/email-deduplication. It prevents sending multiple emails to the same address, but doesn’t handle shared emails in the journey logic.

    In my case, the issue arises during A/B testing.

     

  • jwcpc Profile Picture
    jwcpc 116 on at
    Two Contacts with Same Email Getting Both A and B Emails in A/B Test
    This is interesting, so it seems the current feature switch:

    is actually using contactid to determine dupes i.e. same email address, different contact id will still get the message. That feature description could certainly be clearer.
     
    Which I'm guessing is why they have this on the roadmap:
    https://learn.microsoft.com/en-us/dynamics365/release-plan/2024wave2/customer-insights/dynamics365-customer-insights-journeys/prevent-duplicate-emails-contacts-that-share-email-address

    Thanks for flagging! I guess ideal situation is you merge the contacts, but if you can't do that then a workaround could be to identify dupes and add one of the dupe records to a list for suppression from the campaign. 

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