How is the segmentation attribute "Device type" working?

[flogu]

Hi experts, I came across above mentioned question when we were setting up the following scenario for one of our customers:

1. New contact registers for a newsletter

2. Marketing cloud sends out confirmation email

3. Contact receives email (in outlook) and confirms his registration

4. Double-opt-in process is completed

5. Marketing cloud is receiving two (only one was expected!) confirmation emails

5.a One is from Device "unkown"

5.b One is from Device "Desktop Computer"

Our goal is to send out an email to "welcome" our customer after the newsletter registration. Therefore we built a campaign with dynamic target group, where we try to filter out the "unknown" device. Unfortunately this is not working and our "welcome"-Email is being send two times to the customer.

I am wondering why (and this is only with outlook) Outlook is sending two interactions within the double-opt-in process and how to set up my filters for only sending one welcome-email.

Thanks in advance,

Florian

[flogu]

These are the interactions that are created once I confirm the registration in microsoft outlook

[flogu]

Hi Saravana, Hi Guilherme,
thanks for your support here.

We could not use the solution from referred KBA, because we can't change the outlook security settings in customer systems.

We could not use the limits as we might like to contact the customer with more than one email per day but only one triggered by this specific interaction.

Our solution is now to use two filters in the campaign. first filter is using the device type based on interaction types and second filter is used for contacts origin. The mistake we made before was to use the filter "device type" based on profile "all contacts". This filter deleted all contacts that were using an "unknown" device type. We actually wanted to only filter out the transaction from an unknown device type. Therefore we created above mentioned campaign with two different filters. - Thanks again for your support, Saravana

[former_member599277]

Hello Florian,

As per my understanding , the duplicate opt-in is caused by duplicate execution of the confirmation mail due to the Microsoft Advanced Threat Protection (ATP) from outlook. Please refer to the following KBA:

2926632 - Click Through link tracking creates 2 or more interactions but link was clicked only once

which might help with your case.

Regards,
Saravana.

[flogu]

Hi Saravana,

that's helpful for internal use but would you recommend to tell customers and external contacts to change their outlook security settings? In my opinion there must be some other solution for this usecase.

Regards,

Florian

[guipaulino]

Hello floriangustke,

I know this does not solve the issue or the root cause but as a workaround you could try to use the 'communication categories and limit'. At least this will avoid customers from receving the email twice.

You may set up a limit to 1 email and assign this to your email in content studio. Read this.

Regards,

Guilherme.

[petey2501]

Hello Guilherme, could you help me on this one? https://answers.sap.com/questions/13852936/total-amount-in-shopping-carts.html