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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Marketing insights whe...
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Marketing insights when 2 contacts have the same email

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Posted on by paul0302 25

In our organization there can be multiple contacts representing the same person at different accounts, meaning their contact primary email may or may not be the same email address.  We are interested in implementing the marketing module but have a couple questions we cannot answer from looking over Microsoft's marketing module documentation.

1.  In the situation that 2 contacts have the same primary email address and are part of the same segment that we send an email to, does the marketing module only send the marketing email once or will it send it twice?  From this page it sounds like only 1 email will be sent: docs.microsoft.com/.../mkt-settings-default-marketing

2.  Based on the scenario in question 1 how are the insights tracked in this scenario? will the insights on how the contact interactions (clicks/open/bounce) with the contact email roll up to both contacts?

  • Suggested answer
    Nya Profile Picture
    Nya 29,056 on at
    RE: Marketing insights when 2 contacts have the same email

    Hi,

    1. Yes, if there are several contacts with the same email address, the email will only send to one of them. The others will be classified as Duplicate recipient addresses under the Blocked broad category.

     pastedimage1618895703239v1.png

    1. These interactions are distinguished by contacts. So they will not roll up to other contacts who have been blocked due to duplicate recipient addresses.

    pastedimage1618895708798v2.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

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Marketing insights when 2 contacts have the same email

    Hi Paul0302,

    Let me clarify my understanding here. Let's say there is a person Mr. X

    Scenario-1 : Mr. X can have 2 mail ID based on tagging to 2 different account e.g.  X1@email.com & X2@email.com This email will be triggered based on selected contact and email combination.

    Scenario-2 : Mr. X & Mr. Y have same email ID i.e. XY@email.com 

            Option-1 : Email ID's always unique so 2 different person can't have same email ID if that is the case 'recommended approach' is to perform duplicate        detection Please refer this link to enable duplicate detection rule : Set up duplicate detection rules to keep your data clean - Power Platform | Microsoft Docs

           Option-1 : If don't wish to implement duplicate detection rule then your shared link Set up default settings (Dynamics 365 Marketing) | Microsoft Docs is a work around(not recommended) how to proceed with anomaly by Bypass email deduplication --> Yes it will trigger email 2 times if you want.

    Note : This email deduplication helps to avoid spamming of multiple emails.

    Second query for Insights depends on first query explanation. Thanks!

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