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One email for multiple lead records (Can't merge) in a smart campaign.

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Chris_Saporito
Level 9 - Champion

One email for multiple lead records (Can't merge) in a smart campaign.

We created a Welcome Series of emails that will be triggered as they move through the onboarding process. The problem that I am running into is when a client has multiple records with the same email address, they receive an email for each one. They must have multiple records due to their businesses, but we only want them to receive one email. Any suggestions on restricting multiple records with the same email address to receive one email?

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Josh_Hill13
Level 10 - Champion Alumni

Re: One email for multiple lead records (Can't merge) in a smart campaign.

If the lead records with dupes qualify at the same time, then they should get deduped at the Send Email stage, if this is not happening then they must be qualifying at different times.

You should look into deduping or figure out why they have multiple records with the same email.

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4 REPLIES 4
Julz_James
Level 10 - Champion

Re: One email for multiple lead records (Can't merge) in a smart campaign.

Could you add a filter in the smart campaign or smart list that says 'not duplicate' = Email Address?

Not sure if that will work, but might be worth looking at?

Josh_Hill13
Level 10 - Champion Alumni

Re: One email for multiple lead records (Can't merge) in a smart campaign.

If the lead records with dupes qualify at the same time, then they should get deduped at the Send Email stage, if this is not happening then they must be qualifying at different times.

You should look into deduping or figure out why they have multiple records with the same email.

Chris_Saporito
Level 9 - Champion

Re: One email for multiple lead records (Can't merge) in a smart campaign.

It does look like they are coming through at the same time but each one is being sent the email, I spoke with Marketo Support to confirm. Each record in this instance is a separate business but has the same owner and email address.

Elliott_Lowe1
Level 9 - Champion Alumni

Re: One email for multiple lead records (Can't merge) in a smart campaign.

A triggered smart campaign only qualifies one lead at a time.  Since each lead is processed separately (albeit miliiseconds apart), the Send Email flow action won't suppress sending an email to each duplicate. Did Marketo Support indicate that sending the email to each email duplicate lead is expected behavior?  You could work around this by having a custom Boolean field (e.g. 'Master Record') that is set to 'true' for only one of the duplicates and add OR'd 'Duplicate Fields is email address and 'Master Record is true' filters to your triggered smart campaign's smart list.