Currently when setting "Once in a lifetime" in Outreaches, the logic enforces uniqueness across Email Address + Account Id. This is the desired behavior for most of our use cases but we do have some user cases where we want to send to a contact only once on Email Address only. So if that Outreach went to send for a different Account Id it wouldn't because it already sent that Outreach to that email address for a different Account Id.
Below are a couple example use cases:
Use Case #1: Once in a Lifetime Partner communications - We have communications that we want to send to partners only the first time that they hit a process with one of their channel deals. So for example we would introduce them to the Renewal Process when their first channel comes up for renewal. We have partners that manage dozens of channels so we are not able to implement this with Gainsight without getting creative like adding a field to note that we have sent a specific email to them.
Use Case #2: Low Touch New User Welcome email - These emails serves to introduce a new user to our product and provide links to resources like training, communities, etc. Even though we have Once in Lifetime selected currently we see these emails go out to the same email address within days of each other when they get added to two Accounts at the same time.
Ability to send "Once in a lifetime" Outreaches based on Email Address only
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This is a good use case for using Advanced outreaches. In an advanced outreach , we have the option of configuring the unique criteria which defines what are the fields which define sending the emails to the contacts. In the above mentioned use cases, you can choose email address as unique criteria and configure the AO.Please check here for more details.
Hope this helps!
Thanks
Abhishek S
We too have users who rightfully appear under more than one Account ID, but with the same email address. We have an Advanced Outreachs which has similar (though not identical) requirements, where we don't want an email to be re-enter the Outreach workflow, even if the user 're-meets' the criteria via an alternate customer.
When configuring your Advanced Outreach, you can set the uniqueness criteria (in this case, you may want to select IN the email address, and select OUT the Account ID), then configure the Advanced Outreach such that "Participant with same unique criteria can enter once in lifetime"