How does ChurnZero handle duplicate emails in Contact-based Playbooks?

In Contact-Based plays, ChurnZero works to try to intelligently de-dupe on email address and based on the specifics of the Play settings. When de-duping on email address the system will look for the following to be the SAME:

• Play ID
• Play Step ID
• Email Address

• The system also considers Re-Entry settings (if on/off, how many re-entries allowed, etc)

When a duplicate is identified, the following happens:

1. ChurnZero creates a Contact Message record for EACH contact
2. ChurnZero de-dupes the actual send, so multiple messages aren't sent
3. ChurnZero links the multiple Contact Message records to the single send
4. Then, as engagement happens on the send (opens, clicks, etc.), these linkages allow all related Contact Message records to be updated

Here’s a helpful example:

• judy.lennings@marketingpony.com from Account A and judy.lennings@marketingpony.com from Account B enter a Play at the exact same time.
• Following the above steps, a SINGLE "Welcome" message is sent to judy.lennings@marketingpony.com. If there are Account merge fields, we use the values from Account A (because it is first).
• Additionally, TWO Contact Message records are created - one for judy.lennings@marketingpony.com from Account A and judy.lennings@marketingpony.com from Account B.
• Then when Judy opens the single message she received, BOTH Contact Messages are updated with the open.
• If you were to segment in ChurnZero on Contacts who opened the "Welcome" message, BOTH judy.lennings@marketingpony.com from Account A and judy.lennings@marketingpony.com from Account B would be in the segment.

Message Review:

This dedupe logic behaves the same if a Play Step is set to require Message Review. When the message is approved and sent, assuming the dedupe criteria specified above is met, the message will not be re-sent if it is a duplicate of one that already went out.