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How to deliver campaign to multiple email address of one contact?

We are trying to send campaign mails to the user who has several available email address, however currently only the default one can get the campaign mail.

Is there any way to send mail to multiple mail address of one contact?

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6 Answers

  • Mar 13 at 12:08 PM

    A customer of mine has the very same requirement as well: Multiple email addresses are collected via different facets, but in campaign execution only the email address of the Golden Record (CUAND_CE_IC_ROOT.SMTP_ADDR) can be contacted in SAP Standard.

    In earlier releases (definitely worked in 1511, not sure when exactly this was changed), the email address to be used in campaign execution, was actually configurable via a export definition of usage type "email". The field containing the email address to be used during campaign execution needed to be assigned the email semantic (the email semantic is still present in newer releases).


    I can relate to Joyca, because to me it is also not clear how a contact that has an email with optin, which is not the main email address, could be contacted. Imagine a contact with several email addresses all with optins, except for the email address of the golden record which has an optout. On the contact fact sheet you can all email addresses with marketing permissions for the different outbound communication media (EMAIL, GOOGLE_ADS, FACEBOOK), but you cannot actually use them unless at some point in the future, one of them might replace the email address of the golden record. On on-premise you could probably define a custom email action complete with custom implementation (Standard CL_CUAN_MKT_EXEC_EXECUTE) and determine the email address to be used according to customer logic.

    Still I'm curious to hear from SAP what's the point of gathering all those different email addresses and marketing permissions, if they are not actually usable in SAP Standard.

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    Former Member
    Apr 19, 2017 at 08:04 AM

    Hi all,

    I am not absolutely sure about this one, however as per my understanding the design of the email execution is that, exactly one email is sent for each member in the target group. So the member count of the target group is usually equal to the number of sent emails.

    I am not aware of a "send the same one email to multiple addresses of the same contact" feature on campaign execution side.

    What you can do (which however is a slightly different use case): if you want to send different emails to one contact within one campaign e.g. for different interactions or for different products, this is possible by setting up a segmentation object with multiple keys (e.g. contact + product), and putting both keys into the target group, and sending emails for such a target group will send multiple emails to one contact if the contact is listed with different products.

    Cheers,
    Sebastian

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  • Nov 28, 2016 at 01:08 PM

    Which version are you? I understood that address from the root table was used in campaigns until a certain version, but after that a switch to facets table has been made and since there are multiple e-mail addresses stored, all of them should be used. At least that was my understanding of this.

    Maris

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  • Apr 14, 2017 at 11:24 AM

    Hi,

    Has anyone of you been able to set this up?

    We're trying to but we seem to be only able to send a mail to the address in the Root table...

    Kr,

    Joyca

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  • Apr 19, 2017 at 12:07 PM

    Thank you for your reply Sebastian.

    The double-key scenario we already use; but this is a different requirement.

    We really want to have the possibility to send emails to multiple addresses of the same person; or at least choose to send an email to his "secondary" address.

    Use case:

    A customer gets a loyalty card in the store, and provides his email address.

    We send this customer an email, and he decides to unsubscribe from them.

    Later on, this customer goes to our website and chooses to create an online account and subscribe to our newsletter, however he uses a different email address.

    As this new email address comes in from a different channel, it is stored in a different facet, and it is not updated to the root customer table unless we put a better priority for the web channel...

    So even though this person subscribed, we are unable to send him an email because his "root" email address is opted out, and we cannot send to his "secondary" email address.

    (we are aware that when this person would not have opted out on his first email address, and also subscribes with this second email address, he would get two mails. But that is OK, he did subscribe to them.)

    It seems strange that the tool allows to store additional email addresses, if we cannot do anything with them...

    Kind regards,

    Joyca

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  • Apr 19, 2017 at 12:14 PM

    Hello Sebastian,

    Thank you for your reply.

    We already use the "double key" scenario, however this is a different requirement.

    We really want to be able to send an email to more than one address of a single person, or at least be able to choose to send to his "secondary" email address.

    Use case:

    A customer asks for a loyalty card in a shop and provides his email address.

    We send this customer an email; and he decides to unsubscribe.

    Later on, he goes to our website and decides to create an online account. However he uses a different email address.

    Because this data comes in through another channel, this new email address is stored in a different facet, and is not updated to the root customer table unless we put a better priority on the web channel.

    So even though this person subscribed, we are unable to send him an email, because his root address is still opted out, and we cannot send to this secondary address...

    It seems a bit strange that the tool allows for multiple email addresses to be stored, if we cannot do anything with them...

    (PS we are aware that if the customer did not unsubscribe with his first email address, he would be getting our mails twice, on both this accounts, but this is OK as he did subscribe to them this way).

    Kr,

    Joyca

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