6 Replies Latest reply on Dec 20, 2018 11:40 AM by Tyler Hubbell

    How to stop Marketo from sending to multiple contacts with the same email

    Alex Baumgarten

      We are having an issue in our instance where we have duplicate contacts for the same person that utilize the same email address. I know that in Marketo, the unique identifier is not the email address, so it makes sense that this could happen. The issue is that now for batch sends, these users are receiving the same email twice. I've been told that Marketo has built-in logic to stop the tool from sending to the same email address more than once. But I don't think this is true because it is sending to both of the contacts even though the contacts have the same email address.

       

      Has anyone seen this in their own instance? If so, any ideas on how to correct it?

        • Re: How to stop Marketo from sending to multiple contacts with the same email
          Josh Hill

          This isn't exactly what's going on.

           

          1. Marketo does dedupe on email address, but only on direct imports, API, form fills. NOT SFDC or previously existing records.
          2. If 5 Records enter the same BATCH at the SAME TIME (Same Run), Marketo won't send 5 emails to the same person at the Send Email flow step. It will realize the dupe and send one.
            1. But, with Triggers, the Records don't enter at the same time, so some email addresses could enter and get the same email several times if your Schedule rules are Every Time.
          1 of 1 people found this helpful
            • Re: How to stop Marketo from sending to multiple contacts with the same email
              Alex Baumgarten

              Let me see if I understand exactly what you are saying.

               

              1. Marketo does dedupe on the email address unless the contact is uploaded via SFDC or is an existing contacts.

              2. For batch sends, Marketo will only send to one email address, even if the same email address is loaded into multiple contact records

              3. Marketo will send to multiple emails via triggered campaigns because records are not feeding through the campaign at the same time, resulting in Marketo sending to the same address multiple times.

               

              I looked into some of our duplicate contacts and it looked like a few duplicates were made and both were created in Marketo via an API integration.