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:
- ChurnZero creates a Contact Message record for EACH contact
- ChurnZero de-dupes the actual send, so multiple messages aren't sent
- ChurnZero links the multiple Contact Message records to the single send
- 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:
- email@example.com from Account A and firstname.lastname@example.org from Account B enter a Play at the exact same time.
- Following the above steps, a SINGLE "Welcome" message is sent to email@example.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 firstname.lastname@example.org from Account A and email@example.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 firstname.lastname@example.org from Account A and email@example.com from Account B would be in the segment.