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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Real-time Marketing: D...
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Real-time Marketing: Duplicate emails sent out in customer journeys

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Posted on by Kevin Boey - Traino... 12

Hi gurus!

I've got a prob that's in need of assistance. I've created a segment in D365 real time marketing that pulls in records of leads who have signed up for our events. As we have multiple events, there will be duplicate emails in it as the lead could have registered for 2 different events, and hence appears twice in the segment.

The issue I'm having is that when I created a customer journey and the email goes out, the recipient receives duplicates of the same email. An example would be:

Andy registers for 3 events and there's 3 records of Andy in my segment. He will then receive 3 copies of the same email.

I have checked my settings and I have Bypass Email Deduplication set to NO. 

This wasn't an issue with Outbound Marketing but in real-time, how can I solve this? Any advice?

  • Community member Profile Picture
    Community member 6 on at
    Real-time Marketing: Duplicate emails sent out in customer journeys
    Real-time Marketing: Duplicate emails was available in our version, we activated and started to use since 2 weeks and it works generally ok for our needs. 
  • Suggested answer
    Deborah J Pitt Profile Picture
    Deborah J Pitt 114 on at
    Real-time Marketing: Duplicate emails sent out in customer journeys
    Good news from Microsoft on this one!
     
    Email deduplication for RTM will be in Public Preview with the September release 🙂 It will be turned off by default, and you'll have to enable it from the feature switches section. So, stay tuned, the feature will be available shortly
  • Deborah J Pitt Profile Picture
    Deborah J Pitt 114 on at
    Real-time Marketing: Duplicate emails sent out in customer journeys
    The sending of duplicate emails is a massive issue for my client. They have a very large number of contacts (8 million) so there is naturally a significant amount of duplication. Also, they cannot fix the duplicates in D365 because the source of the data is a data warehouse.
     
    Sending out multiple copies of an email to the same person is a real no-no and likely to cause the recipient to unsubscribe.
     
    A question for Microsoft, is there a plan to do something about this?
  • Kevin Boey - Trainocate Profile Picture
    Kevin Boey - Traino... 12 on at
    RE: Real-time Marketing: Duplicate emails sent out in customer journeys

    Thanks Haig Liu for your clarification. Yeah, most likely will suggest there. I did however managed to find a workaround by setting the frequency cap to 2 a day.

  • Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Real-time Marketing: Duplicate emails sent out in customer journeys

    Hi Kevin,

    That's what I'm trying to illustrate,

    some clues that this is by design, and perhaps changes will be made in future versions.

    It is recommended that you suggest an idea here:

    https://experience.dynamics.com/ideas/

  • Kevin Boey - Trainocate Profile Picture
    Kevin Boey - Traino... 12 on at
    RE: Real-time Marketing: Duplicate emails sent out in customer journeys

    Thanks Haig, yeah so it seems that wont work. Are there any other solutions to prevent users from receiving duplicates?

    Will setting a daily frequency cap reduce the duplicates? I've got users who registered for more than 5 events the past year and they've been receiving 5 duplicates every time our customer journey goes live.

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Real-time Marketing: Duplicate emails sent out in customer journeys

    Hi Kevin Boey,

    The Bypass Email Deduplication setting is only valid for outbound marketing.


    Real-time marketing focuses on "real time", when users sign up for multiple events the mailbox will look bad,

    but when they need to cancel the event, these emails will remind them of the number of cancellations.

    We are currently unable to make direct changes to members in real-time segment, so duplicate detection cannot help either.

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