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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Bypass email deduplica...
Customer experience | Sales, Customer Insights,...
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Bypass email deduplication per customer journey

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Posted on by SarahGrant 40

I'm looking for advice on how to have different email deduplication settings for different customer journeys.

We have lots of contacts that are husband and wife, or part of a family. They are separate contacts in D365 but they do have the same email address. We are happy with this.

We have the bypass email deduplication setting set to NO currently. This is good for most of our emails. But it's not working for our events.

We heavily use the Events feature to run workshops which are in person. We rely on our contacts getting an email after registering which contains a QR code and we use this to check people into the event. We are having issues when a husband and wife both register, but only one of them receives the 'thanks for registering' email.

I have tried to set up new Content Settings AND a new Default Settings with bypass deduplication set to YES. I used this in the customer journey but it blocked my additional contacts and just sent to one which isn't what I wanted.

Any suggestions on how to make this work? Is there another way that I can try?

Thanks,
Sarah

  • Gemma2020 Profile Picture
    Gemma2020 155 on at
    RE: Bypass email deduplication per customer journey

    Hi Nya

    Is there a fix for this yet? We need the ability to push the same person (or same email) through a workflow multiple times if needed e.g. contact us form, 'Dave' submits on Monday and then submits the same form on Tuesday for a new query.

    His experience both times should be the same - he receives a 'thank you' email and runs through the entire customer journey.

    Thanks

    Gemma

  • Suggested answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Bypass email deduplication per customer journey

    Hi Sarah,

    This is indeed a problem but there is currently no straightforward solution.

    The only way I can think of is to use Dynamic Segment to filter out this group of users who have failed to send because of duplicate email addresses.

    pastedimage1629275431496v1.png

    Then create a new customer journey with the audience = the above segment and send the email again.

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