Pardot Knowledge Base

Can a prospect receive the same email twice?

Last Updated: Dec 06, 2016 | Print this Article
 

There are several scenarios in Pardot during which a prospect will receive the same email twice and several scenarios when they will only receive an email once.

When prospects won't receive the same email twice

  • In one List Email: If two or more lists are selected for a list email and a prospect is on more than one list, the system will automatically remove duplicates and the prospect will only receive one email.
  • Multiple use Email Templates: If your Pardot account was created before December 5th, 2012 and the prospect has already received the email template from another drip program, autoresponder, or automation rule, they will NOT receive the same email template again, regardless of the time period between emails. Even if a prospect is on multiple drips, if the drips are set to send the same email templates, then the prospect will only be sent one of each email template from within the drip programs.

When prospects will receive the same email twice

  • Drip Program Emails: If your Pardot account was created before December 5th, 2012 and the prospect has already received the email template in a list email or one-to-one email, the drip program will send them the same email again.
  • Multiple use Email Templates: If your account was created after December 5th, 2012 and the prospect has already received the email template from another drip program, autoresponder, or automation rule, they WILL receive the same email template again.
  • Across Multiple List Emails: A prospect can receive the same list or one-to-one email twice if sent in separate mailings.
  • Autoresponders: Prospects can also receive the same completion action autoresponder email if multiple actions take place with the same email. For forms, if you have the checkbox checked on the form level to always display the form, the prospect will receive the auto-responder each time the form is completed. If that checkbox is not checked, forms have a 10-minute throttling period - any additional submissions within a 10-minute period will not result in an auto-responder being sent. For form handlers, if you have the checkbox checked on a form handler to disable visitor activity throttling and send auto-responders after every submission, the prospect will receive the auto-responder each time the form handler is submitted. If that checkbox is not checked, form handlers have a 4-hour throttling period - any additional submissions within a 4-hour period will not result in an auto-responder being sent. All other auto-responder completion actions (for example, completion actions on custom redirects) have a 4-hour throttling period. If a prospect clicks a custom redirect link and is sent an auto-responder, the prospect clicking that custom redirect will not trigger the auto-responder to send again until 4 hours have passed.
  • Multiple Prospects with the Same Email Address: If your account allows multiple prospects with the same email address, it is possible that two different prospects with the same email address can receive an email template more than once. This won't happen on single list emails or drip programs — Pardot automatically deduplicates and sends only to the prospect with the most recent Last Activity field value.

Adjust whether a prospect can receive the same email twice across your account

A Pardot administrator can enable your account to allow email templates to be sent more than once to the same prospect from multiple drip programs. Note that the setting isn't retroactive, so if it's enabled after a prospect has already received a given template, they will not receive it again.

For Pardot accounts provisioned before December 5, 2012, this setting can be enabled with the following steps:

  1. Hover over your email address in the top right of the application and click Settings.
  2. Click Edit Account.
  3. Check the box for "Drip/Engagement Programs: Allow email templates to be sent more than once to the same prospect"

    Drip Settings Enabled to Send More than Once

  4. Save account settings.

For Pardot accounts provisioned after December 5th, 2012, this setting is default.

If this setting is enabled, the prospect will receive the email again regardless of if the prospect already received the email template from another drip program, autoresponder or automation rule.


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