Background

Preventing duplicate emails from automated playbooks has previously been solved by the “an end user can be added”-setting of a playbook, but it was only set on an end user level (and not email address level). This created complications in the case of 1 email address being associated with multiple end users (e.g., generic email addresses, like support@planhat.com, or same person as multiple end users at multiple companies, like felicia@cocacola.com at Coca Cola Sweden and Coca Cola Norway). In those cases, playbooks were firing multiple times at times where that only created noise. For example, both Kaveh and Niklas (end users) at Planhat were associated with support@planhat.com but entered the “upsell opportunity playbook” on subsequent days due to their exploding usage - now support@planhat.com received duplicate emails.


Solution

The solution is adding a dimension of settings to “An end user can be added” when editing a playbook which is based on email address, instead of end user.

  • “Once per email”: every email address (even if associated with multiple end users) can only move through a playbook 1 time.

  • “Multiple times per email but only one at a time”: every email address can move through a playbook more than once, but never more than one end user per email address being active in the same playbook at the same time (no queuing)

  • “Once per email if no other playbook active”: every email address (even if associated with multiple end users) can only move through a playbook once, assuming that email is not active in any other playbook at the time of trigger (no queuing either)

  • “Multiple times per email, if no other playbook is active”: every email address can move through a playbook more than once, but never more than one end user per email address being active at the same time across any playbook

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