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Nnamdi_Nwoke1
Nnamdi_Nwoke1
Level 1
July 29, 2019
Question

Multiple Accounts With Same Email Address

  • July 29, 2019
  • 2 replies
  • 3602 views

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

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2 replies

Jay_Jiang
Jay_Jiang
Level 10
July 30, 2019

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
    Nnamdi_Nwoke1Author
    Level 1
    July 30, 2019

    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
    SanfordWhiteman
    Level 10
    July 30, 2019
    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"?

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