Dotmailers connector solution for Dynamics 365 is a super whizzy way to integrate your CRM with your EMS (errr, if your EMS is Dotmailer that is). I can blow smoke up Dotmailers bum another time though, this article explains how Dotmailer treats duplicate email addresses with and without synchronisation order
Duplicate emails are not a thing in dotmailer
But they probably are in your CRM (hopefully it’s not just me..), it’s possible that you have multiple contact records with different names but all with the same email address, a common example would be multiple contact records with emails like “email@example.com” or another generic email. There will be circumstances where you have a marketing list with 2 contact records in it that share an email address. dotmailer will only import one.
How dotmailer will handle duplicate email addresses without synchronisation order
Lets use these two simple marketing lists, both with no synchronisation order set as examples. There are 2 different scenarios here:
Scenario 1: Master List synchronising only
If you are only synchronising 1 marketing list at a time which includes 2 contacts with the same email address the contact which was modified last will be the contact that gets updated.
Scenario 2: Both lists request to be synchronised at the same time (e.g scheduled)
In this scenario, dotmailer does seem to have some sort of fixed order which I haven’t really deciphered yet, either way it isn’t super important because if this matters to you then you should be using synchronisation order (see below).
How dotmailer will handle duplicate email addresses with synchronisation order
Now if we adjust the synchronisation order (you’ll find this option within the email marketing form on your CRM), setting one of the marketing lists to 1001 we can tell dotmailer to synchronise this form after the master list ensuring we are synchronising the correct data labels for the email we want to send out.