Introduction

It's important to maintain a balance in communication when you have campaigns triggered by events. Over communication can lead to discomfort for the customer. We’ll guide you on how to prevent multiple emails from being sent for the same event trigger in your campaigns with Customer.io.

Problem

You have a campaign that's triggered by an event and the customer receives the email every time the event is triggered. However, you only want the customer to receive the email once, the initial time the event is triggered.

A good example of this could be a one-time coupon email that you want to deliver to your customer the first time they make a purchase with you. You want to send them a 10% for their next purchase, to incentivize a return. But you don’t want to do this for every purchase - just the very first one. 

Solution

By using Customer.io’s feature that allows for limiting the campaign frequency, you can avoid sending multiple duplicate emails to the same customer for the same event. Use the 'Once ever' frequency setting in your campaign setup. This way, the customer will only receive the campaign email the first time they perform the event, and not for the following triggers of the same event.

Resources

For more details, see the campaign frequency documentation