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Can a prospect receive the same email twice?

Concept

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. If you have the checkbox checked on the form level to always display form, the prospect will receive the auto-responder each time the form is completed.

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.

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

  1. Click your email address in the top right of the application
  2. Select +Edit Account from the drop down menu
  3. Check the box for “Drip 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.