Arbor - Combining messages in Mail Merges

[Alawil]

Hi

 

We are following this article: https://support.arbor-education.com/hc/en-us/articles/360007834398-Combining-messages-in-Mail-Merges#h_01HE5SY424ZH62RZ7M330D8TMC

 

And selecting "One per recipient, regarding all students"

 

But we are finding that each recipient is receiving one notification per child, so a parent with two children is receiving two messages instead of one.

 

Has anyone else seen the same issue, or are we doing something wrong?

[RichP]

I've just checked the same process on our install and it looks like it works.

 

I would take a close look at the contacts for each of the siblings and make sure they are identical and all have PR. Under Data -> Data Quality also check for suspected duplicates - they might look like they have the same guardian details but Arbor may the data stored twice. We spent a fair bit of time resolving that after moving from SIMS to Arbor.

[DavR]

Are you using merged fields about the student/s?

 

IIRC, you can't use "Regarding all students" if you've got merged fields, it needs one message per student.

 

When you say recipients receive one notification per child, is that one email per child, or one in-app notification? Not that I'm sure there's a difference.

[Alawil]

Thanks for the responses, we have checked the parent contact and they have one email and PR for both their children. Under Data > Data Quality we have no errors, we did migrate from SIMS quite some time ago to Arbor but don't seem to have the migration data issues you saw RichP.

 

DavR, we are not using merged fields in the message and it is an email message we are sending.

 

Not sure what to try next....

[DavR]

I think at this point I would pass it on to Arbor support tbh. They've been pretty good for us, we generally have an answer within 48hrs over email.