3722074 - Contact is Receiving Multiple Identical E-mails from Sales Campaign

In C4C Target Groups, Contacts can have relationships to multiple Accounts. If the related Contact have its e-mail address maintained on more than one Account/Contact details, the Sales Campaign execution results in the same e-mail address receiving multiple identical e-mails.

It is desired to know if there is a way in C4C to deduplicate recipients by e-mail address (or by a unique recipient key) so that only one e-mail is sent per unique e-mail address during Campaign execution, even if the Contact's e-mail is included in multiple relationships.

SAP Cloud for Customer

1. Create two Accounts: Account A and Account B.
2. Create a Contact (or two Contact records) related to both Accounts A and B, where the same e-mail address is present on the Contact(s).
3. Create a Target Group including both Accounts and/or related Contacts.
4. Create and execute a Sales Campaign using that Target Group.
5. Observe that the recipient with the same e-mail address receives multiple identical e-mails, as the same e-mail is used across different Accounts.

SAP C4C Sales Campaigns do not automatically deduplicate outgoing emails based on email address. If the same email exists on multiple Contact–Account relationships, C4C treats each as a separate recipient record and sends one email per recipient entry.

C4C doesn't send emails to recipients as group like Outlook. It sends separate emails to every individual member. This configuration cannot be changed, so it's expected to receive an email as many times as it is used. 

This is the system behavior.

To avoid multiple e-mails being sent to the same recipient, please maintain an unique e-mail address for each Contact related to each Account, so the Account remains visible as targeted.

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