If you are seeing the exact same emails being duplicated in your lead or process activity, you've come to the right place! This article explains why this is happening and how to fix it.
Emails being duplicated in lead/process activity
You may find that the same automatically sent email is duplicated in your lead or process activity multiple times. It is the exact same email (sent only once, automatically), but shows up more than once in the activity.
Why is this happening?
This is occurring because of two things:
The user sending the emails does not have a personal email account connected to LeadSimple and no shared email account on the account is set as the default sending email address for the affected pipeline or process type.
The email template going out is set to always CC someone.
When a user doesn't have an email account connected, LeadSimple falls back on our own email service called SendMessenger. This service allows emails to go out even when there is no connected email account.
However, the CC on the email template causes the visual duplication in the lead/process activity.
This is why we recommend that all users connect their email accounts and/or every pipeline and process type have a default sending email address.
How to fix it
To fix this issue, you will need to do at least one of the following:
Remove the CC'd address from the email template
OR have the user connect a personal email account to their profile
OR set up a shared email account as the default sending email address for this process or pipeline. It is important that the assigned sender has permissions for the shared email account in order for them to send from this account.
We HIGHLY recommend connecting a personal email account or using a shared email account rather than allowing LeadSimple to fall back to using SendMessenger.
Connected emails are more reliable, support more functionality (such as cc'ing), and will allow for syncing between your email account and LeadSimple, as well as allowing emails to show up in your leads and client's Inboxes as coming from your email address.