Multiple Accounts With Same Email Address

[Nnamdi_Nwoke1]

Hello,

How does Marketo handle multiple accounts with the same contact?

I ask because we have instances where there are multiple accounts, with the same contact, and said contacts are complaining of getting the same email multiple times.

I don't know how to solve for it and hoping y'all can help!

Thank you kindly!

Carey

[Jay_Jiang]

Please describe specifically the information you're after, "Handle" is a vague.

e.g.

Handling related to batch emails:

If all duplicate records (matched by email address) are included in a batch email send, only 1 of the records will be sent the email.

Handling related to triggers:

If the duplicate record fills out a form, the duplicate with the most recent modified date will be updated or put through a trigger.

[Nnamdi_Nwoke1]

Hi Jay!

Thank you for your response and apologies for being vague!

To help clarify some, the contact that is associated with multiple accounts is getting an email for each account. Some contacts are associated with up to 20 accounts so are getting the same email 20 times.

The desired outcome is only one email, not one email per account.

These contacts didn't fill out any form. They were synced from SFDC.

[SanfordWhiteman]

To help clarify some, the contact that is associated with multiple accounts is getting an email for each account. Some contacts are associated with up to 20 accounts so are getting the same email 20 times.

Like Jay says, this won't happen if the email is sent in the same batch or Send Email flow step.

Meaning you must be sending triggered emails, which are not deduped (which makes complete sense when you consider the downside).

Can you please explain in detail how you're sending email "to the account"?

[Mark_Price]

For a SalesForce sourced record, the dedup will be SFDC Id + Email Address.

If you search by email address in Marketo, are there multiple records?