Overview

In your business, you might have customers that are users of multiple products. In Totango Campaigns, these multi-product users are deduplicated and each user will receive only one email. 

For Totango Campaigns, the differentiation between a person and a user is crucial: a user is the embodiment of the person and is identified by his/her email address. For example, if a person uses several products, he will have a different user ID for every product he uses. Enterprise customers have multiple users in Totango due to the fact that they have a multi-product environment and account hierarchy. In order to create the right campaign impact without sending duplicate emails, Totango delivers one email campaign to one person. We call this Email Uniqueness - it is embedded in Totango Campaigns and it is active for all customers by default.

Use Cases

• I am a CSM responsible for 500 accounts, in a company with 10 different products. I am sending a campaign to increase users adoption by 20%. Since the same person has several user IDs (one for each product he used), I would like the person to get only one email from this campaign.
• As a campaign manager, after a campaign was sent, I am able to analyze campaign results based on the people who engaged with my campaign (person-oriented analysis).
• When a person clicks the "unsubscribe" link in the email campaign, he will not get any future email campaigns. Totango Campaigns will mark the person’s multiple users as unsubscribed.
• As a Global Admin, I am able to upload a list of unsubscribe people, and Totango will make sure that all these people users are marked as unsubscribe.

Terms in this article

• Person - the entity which represents the human. In Totango we refer to the person as a Unique user.
• User - the person entity which is using a certain product or an application
• Deduped user - a user in Totango which did not get the campaign because it was already sent to this person (another user with the same email or the same user ID).
• Duplicated user - since a user can appear in Totango several times, we treat the first user as "user" and the others as "duplicated users". The "user" is the one which the campaign was sent to, and the "duplicated users" are the ones which were deduped from Campaigns.
  

Topics covered in this article:

• Campaign Segment Preview
• How Email Uniqueness Impacts Campaign Stats
• Verifying Campaign Delivery on the User Profile
• Reviewing Campaign Delivery on the Account Profile
• How Email Uniqueness Impacts Campaign Related Segment Criteria
• FAQs

Campaign Segment Preview

When creating a campaign, you will be able to see the total number of deduped users out of the target audience you defined.

At the lower part of the campaign analysis page, you can review the users which got the campaign. You can easily spot the duplicated users and change the view to review "Unique Users Only".

How Email Uniqueness Impacts Campaign Stats

Person-oriented analysis is applied to Campaign related stats, such as “Delivered”, ”Viewed”, ”Engaged” - this will only count people (or unique users). The number of duplicated users (the users which were deduped) will appear in the “other stats” section.

Campaign goals in most cases are tied with a user activity (for example, number of logins for a new product, time spent in consuming a new feature, number of active days for increase adoption campaign, or completing a training campaign phase which is measured by training activities)
Since the Goal Achievement is related to a user's activity, it measures the user and not the person’s actions (i.e the goal measures the activities of the user in regard to its account/product).

Verifying on the User Profile

You can review all the Campaigns a user received on the user profile Campaigns tab. A campaign will be marked as delivered if the person got the campaign (it will be marked for all the users related to the person). The goal achieved mark will appear only if this specific user met the goal criteria.

Reviewing Campaigns Sent on the Account Profile

Review the Campaigns sent to an account on the Account Profile Campaigns tab. A campaign will be marked as delivered if at least one of the people belonging to this account got the campaign. The targeted values count all the people which got the campaign and belong to this account. The goal achieved mark will appear if one user from the specific account met the goal criteria.

How Email Uniqueness Impacts Campaign Related Segment Criteria

Using the campaign-related filters in segments is very useful for analyzing the campaign's broader effect on users and accounts performance.

• Campaign “targeted by” and “not targeted by” are person-level filters (includes all the person's user IDs, even the duplicated users).
• Campaign “Goal achieved” and “Goal not achieved” are user-level filters (include the users which actually achieved the goal, and can include duplicated users which achieved the goal). 
  
  
  
  

FAQs

• If I use the "Not Targeted by" or "Targeted By" filters in my Campaign Segment criteria, will Totango still dedupe users?
  Yes, if you use "not targeted by campaign X" in the campaign segment definition, Totango will dedup the users appearing in campaign X from the current campaign.

• If I use the "Is In Segment" filter in my Campaign criteria to target users that are only in 'Segment A' and that segment includes a "Targeted By" filter criteria, will Totango dedupe users?
  Totango will not be able to dedupe the users, therefore you cannot use a predefined segment which contains a "not targeted by campaign” condition.