Sometimes, it's necessary to resend a message to an individual or a group. Communications Enterprise generally prevents duplicate sends by matching the contact ID against the message ID. Essentially, when selecting Messages > Send > To a Group, a contact cannot receive the same message ID.
If contacts in a group were already sent a message, those contacts would not receive the same message a second time. So, how do you work around this? In order to resend a message to the same group, you need to essentially copy the message to generate a "new" one, and then send that version. Let's look at the steps:
- Access the Admin interface.
- Navigate to Messages > List.
- Select the message in the list (it is now highlighted).
- Select Save As.
- Enter a new message name.
- Select Submit.
- Then use Messages > Send > To a Group to send the new message to the group.
The following sections detail the two exceptions to the duplicate send rule.
Sending a message to an individual
The de-duplication method mentioned above (matching contact ID against message ID) is only applicable to sending a message to a group; messages sent to individuals are excluded from this rule.
How does this impact sending a message to a group? When you use either the Ad-hoc or Add Contacts features when sending a message to a group, this uses the same mechanism as Send Message to Individual and will bypass the de-duplication function.
Because of this, be careful when using the Ad-hoc or Add Contacts features that you only add individuals that you know to not be part of the group or groups to whom you are sending your message.
Sending a message via Marketing Automation
Marketing Automation does not use the same functionality of sending a message to a group; rather, messages are sent via a set of rules. Therefore, the de-duplication method of matching contact ID to message ID does not apply.
It is important to note that if a message was sent via Marketing Automation and then sent to the same group (Messages > Send >To a Group), the message will deliver to the contact a second time. Similarly, if an individual meets the criteria for a Marketing Automation campaign a second time (such as for a renewal campaign), they may receive messages again.
Why did group members not get the email?
Was the message sent more than once? You'll have to re-create the message and send to group if you would like to send a message multiple times. Otherwise, the contacts may be suppressed or unsubscribed. If you have a Subscription Management Page (SMP) that requires dual consent, that individual may not have clicked the link in their confirmation email.
Why did group members get the email twice?
Check your Unique ID (Tools > Unique Identifier). If this is set to Custom ID when the list was uploaded, it contained duplicate records.