Review & troubleshooting
Investigate duplicate messages methodically
Compare records and rules before deleting anything.
By LoopLily · 1 min read
Find the matching attempts
Use the Sending Log to compare the recipient, time, automation, and template associated with each message. Similar-looking emails may represent different occasions, while identical content may come from overlapping rules. Establish what actually happened before changing the setup.
Check contacts and audiences
Look for repeated contact records, alternate email entries, or a person included in more than one relevant audience. Then inspect the active automations for similar timing and purpose. Do not assume a repeated name alone proves that two records should be combined.
Make a targeted correction
Adjust the rule or record responsible for the overlap, preserving accurate preferences and useful history. Pause a questionable workflow if you need time to review it. Avoid sending another message merely to test the fix against a real client without a clear reason. Verify the next appropriate scheduled outcome and document the cause so the same pattern does not return during a later import.