Can Marketo handle duplicate email addresses for different people?

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Anonymous
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Re: Can Marketo handle duplicate email addresses for different people?

Hi Veronica, I love that you mentioned the dedupe criteria! Do you have any documentation for this functionality? I searched product docs and community (on January 11th!) and didn't find any mention of it. Thanks in advance!

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Level 7 - Champion Alumni

Re: Can Marketo handle duplicate email addresses for different people?

I'm afraid not - it literally is kind of a "secret" feature, and for all the reasons Sanford mentioned can often not be the right solution. There are three rules to it:

1. A "secondary" dedupe criteria can be added, but it will then apply across ALL imports of that type. For instance, you could have one dedupe criteria set for forms, and another for list imports. Whatever you choose, it then applies to all leads that come in through that method.

2. It must be an EXACT match. (For instance, if I chose email address and first name as my criteria, it looks at the EXACT name and email for deduping. If that first name was ever missing, a new lead would be created.)

3. One of the criteria must be the email address. The other (or multiple) can be anything you want, a standard or custom field.

I'd work with a consultant to get this right, it can be tricky and the gotchas are eveywhere. Support will enable it for you, but won't necessarily counsel you that you are strategically making the wrong choice. It's not their job.

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Re: Can Marketo handle duplicate email addresses for different people?

Hi Veronica Holmes

I know this is an older post now but I was trying to duplicate your suggestions for working around the duplicate email addresses:

many of us out here use this process within a single Smart Campaign flow:

Send Email

Wait Step (length depends on size of list)

Send Email (add Choice - If Not Sent Email is this email)

Wait Step

Send Email (add Choice - If Not Sent Email is this email)

Repeat as often as you need to cover all potential dupes.

I set up a campaign following these steps and it does work but it seems to be pulling in all the tokens from the first recipient instead of pulling the unique information from the subsequent contact records we have in Salesforce.  For example, the email I'm trying to use this for contains the contact's individual sales numbers and the first recipient's numbers get replicated in the subsequent emails (to the same email address) instead of pulling their unique numbers.  Any idea how to get around that?  Thanks so much for any help/suggestions!

Kimberley

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Level 7 - Champion Alumni

Re: Can Marketo handle duplicate email addresses for different people?

Hmmm... I've never seen that occur. Tokenised information belongs to individuals, so if it is indeed a different person (with same email) it really should contain their details from their record. The first thing that came to mind was that there was a true duplicate of the same person hanging out in there with the same values?

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Re: Can Marketo handle duplicate email addresses for different people?

Thanks Veronica!  Unfortunately no, it wasn't a true duplicate as I created a couple of test records in order to test the campaign.  After speaking with MKTO support, they thought that the issue might have been the fact that I had entered the email under the "default choice" in my flow and that's why it was duplicating the token information.  But, I since removed that and left the default choice blank (attaching photo of my updated flow - only waited 10 mins due to small test batch) but now it's simply skipping the send for the subsequent contacts with duplicate email address.  The results indicated it attempted to send but "skipped do nothing was set for this choice, 1 people skipped".  So that makes me wonder if "do nothing" should be the default choice after all?  I'm going to try some more testing but if anyone has any thoughts, let me know.  Thanks so much!

PS - I hate coming off negatively but it's a little frustrating when you're speaking to a support rep and it feels like you have more knowledge than they do on certain topics.  Don't get me wrong - I get that there are so many different topics and scenarios - and not everyone can be an expert on everything.  But I guess I'm finding that, instead of trying to figure out a solution, I'm being told "no" a lot.  No, it can't be done, etc, etc.  I'd rather work with a team who is able to problem-solve and think outside of the box a little.  Anyway, just my 2 cents..FlowStep.jpg

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Level 7 - Champion Alumni

Re: Can Marketo handle duplicate email addresses for different people?

Hmm... OK let's try and think around this. The "skipping" thing does mean it is getting caught in the filter to prevent duplicate emails being sent.

Is this something you're likely to do a lot? Or an outlier? If it's more of an outlier you could move to the Request Campaign model

SC1:

Smart list

Whatever you like

Flow:

Send Email

Wait

Request Campaign

SC2:

Smart List

Campaign is Requested (from previous)

Not Was Sent Email is [define email]

Flow:

Send Email

Wait

Request Campaign (if there could be a further duplicate...)....

With this method because it's two Smart Campaigns doing the send the smart campaign limit preventing duplicate emails being sent won't apply.

Just a thought, but I admit this would be super painful if you were doing it all the time. Honestly I've never had any problems with the previous method.

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Level 10 - Community Moderator

Re: Can Marketo handle duplicate email addresses for different people?

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+ no need for waits + no need to check if was sent.

This is the most unfancy solution to accomplish this, as far as I know.

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Level 10 - Community Moderator

Re: Can Marketo handle duplicate email addresses for different people?

Veronica Holmes did you check this out?

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Level 7 - Champion Alumni

Re: Can Marketo handle duplicate email addresses for different people?

YES! Nice approach, I like it a lot!

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Level 10 - Community Moderator

Re: Can Marketo handle duplicate email addresses for different people?

Cool, I shall add it as an official blog post one o' these days.