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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey : Ded...
Customer experience | Sales, Customer Insights,...
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Customer Journey : Deduplication email address

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Posted on by Fatouma 210

Hi,

By default, the email address is deduplicated to avoid sending it several times to the same contact.
How is DFM configured when the customer journey contains several swimlanes in which the same contact enters several segments of the journey to receive different emails ?

Can a contact receive several emails if it corresponds to several swimlanes of my customer journey?

Thank you for your help.

Best Regards.

Fa

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  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at
    RE: Customer Journey : Deduplication email address

    Hi, Fa

    Yes, if several swimlanes contain the same contact, the contact can receive emails from these lanes separately, regardless of whether the emails are the same.

     

    Here is a Customer Journey with 2 swimlanes. Both of them point to the same segment but send different emails.

     4442.png

    There are 2 different contacts with the same email address in the segment.

     57718.png

    After the Journey went live, both emails will be received, but each will be received only once.

     2068.png

    Duplicate email addresses in the same swim lane will be blocked while in different swim lanes can all be delivered.

    0876.png

    If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

    Best Regards,

    Nya

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