Articles on: ⚒️ Troubleshooting

Why am I seeing duplicated messages in threads?

If you come across duplicated emails in threads like the one below 👇🏻

Don't panic! There is an explanation and an easy solution for it.

Why are my messages duplicated?

There are 2 known scenarios that will make replies appear twice in the detail view of your cards.

1. Replying to a Google Group AND a member of that Google Group in the same thread

The original email was sent from an external agent to your Google Group
You (or another team member) replied to the email from your Drag Google Group board to multiple email recipients, including another team member of that board or the Google Group email address (in either "to", "cc" or "bcc" fields).

If that's the case, don't worry. The messages are not truly duplicated. You can confirm that by going into your "Sent" folder in Gmail. You will see that the message only appears once there. So rest assured as yours emails are not being sent twice.

What is happening is that there are 2 "versions" of the message:

The one sent to the original recipient of the email
The one sent to the other email recipients in that thread, which are also part of that board

For example:
Email was originally sent to Google Group
You reply to the email as user@, and include support@ or a Google Group member in the "to", "cc" or "bcc" fields

How do I make it stop?

Because that specific email is already on a shared board (to which all team members have access already), there is no need to add other Google Group members to your replies.

Just reply to the original sender normally and your team will already have access to it. You can also @mention them if you want their immediate attention.

2. Email recipients are alias(es) of each other

If you include in your reply an email address that is registered as an alias of another email recipient, your email will be sent twice.

For example, you send an email to: (which is registered in Gmail an alias email address to

In this case, your reply will load twice. First, because it was sent directly to an email address. And second, because it was sent to an alias, which will automatically redirect the message to that same original email address. This duplication is caused by Gmail itself, not by Drag.

How do I check if an account is an alias of the other?

You can view the aliases registered in a Gmail account by going to Gmail Settings > Accounts, next ton the Send Mail As option.

How do I make it stop?

To avoid this duplication, you can either:

Send the email just to the alias or just to the original email address
Remove the alias from that email address in your Gmail configuration.

Still having trouble with duplicated messages? Our team will load to help at

Updated on: 28/03/2024

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