Dynamics Community Forum Thread Details

Same email addresses used more than twice so contact receive the same email multiple times

Hi,

Some of our contacts are sharing the same email address, sometimes for up to a dozen of contacts. The deduplication rule is activated, but the system is still sending multiple emails. The rule search for email A-1 and then finds A-2, the duplicate. Then the system take email B-1 and then find the duplicate, B-2. In fact, A-1 and B-1 are the exact same email address, but they are managed individually in the system, so if a dozen of contacts share the same email address, they will still receive it 6 times. Until we clean up the data, is there a way to enforce sending emails only once to an email address?

Thank you!

Hello,

To confirm, when you say the deduplication rule you mean the feature switch (shown below)? Also, do you have the latest update? I do know that the deduplication looks at the same field value since that is how you have to set it up in the Journey.

Example: Emailaddress1 is your 'Send to' then it will only manage the duplicates if they are in that same field. If you are expecting the system to look at more than one email address field and apply logic then you may be stuck. We have a similar issue so we use Emailaddress2 as a personal email address and Emailaddress1 as a student email once they are accepted (with some flow actions). This allows us to retain the personal email and apply the duplicate logic using the one email. I would suggest you capture email types and leverage the compare through CI Journey there instead of relying on the system to look at all email fields to weed out duplicates. (I don't think the system is there yet unfortunately.)