How do Communication Limits Handle Duplicates? | Community
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A
Anonymous
October 24, 2016
Solved

How do Communication Limits Handle Duplicates?

  • October 24, 2016
  • 2 replies
  • 4295 views

What happens if two records exist in the system with the same email address? How does the Communication Limit handle that? Which option?

  • Option 1 (ideal): Does it work like the Durable Unsub where anyone with that email address is blocked?
  • Option 2: Will skip the first record and send to the second email?

Example

Communication limit set to 1 email per week.

Dups

  • John Smith (jsmith@abccompany.com)
  • Jonathan Smith (jsmith@abccompany.com)

Emails

  • Both John Smith (jsmith@abccompany.com) and Jonathan Smith (jsmith@abccompany.com)  qualify for an email on 11/1. Marketo picks one of those records and sends the email.
  • Both John Smith (jsmith@abccompany.com) and Jonathan Smith (jsmith@abccompany.com)  qualify for an email on 11/2. Which option happens?
    • Option 1. Marketo recognizes jsmith@abccompany.com as being sent an email on 11/1. No emails are sent because of the Communication limit (Ideal)
    • Option 2. Marketo recognizes John Smith record as being sent an email. That record is not sent an email but the Jonathan Smith record is sent the email.
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Best answer by Grégoire_Miche2

Hi Jeff Coveney ,

Very good question

I just ran a test. Option 1 applies.

3 leads in the smart campaign (Grégoire, Greg1 and Greg2), Communication limit set to 1 per day. Ran the same smart campaign 3 times, received the email only once. Only the lead with the lowest ID (first name = Grégoire) appears in the campaign results tab:

-Greg

2 replies

Grégoire_Miche2
Grégoire_Miche2Accepted solution
Level 10
October 24, 2016

Hi Jeff Coveney ,

Very good question

I just ran a test. Option 1 applies.

3 leads in the smart campaign (Grégoire, Greg1 and Greg2), Communication limit set to 1 per day. Ran the same smart campaign 3 times, received the email only once. Only the lead with the lowest ID (first name = Grégoire) appears in the campaign results tab:

-Greg

    A
    Anonymous
    October 25, 2016

    As always, thanks Greg. Makes sense.

    Grégoire_Miche2
    Grégoire_Miche2
    Level 10
    October 25, 2016

    HI Jeff,

    Pls mark it as answered.

    -Greg

    B
    Adobe Employee
    bakertAdobe Employee
    Adobe Employee
    April 20, 2020

    We have an instance where there are known duplicates in the system. We are working to eliminate them where possible. But, when we try and send an A/B test, the duplicates are sent to.

    We do have Communication limits in place. But even still are hand-cuffed in the ability to send an A/B test without a highly regulated smart list.

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