TABLE OF CONTENTS

• Contact Data 
  • First Name & Last Name
  • Nickname
  • Email / Phone
  • Address
  • Sex
  • Birthday
  • Insurance Carrier
  • Notes
  • Current Phase
• How to Import Contacts
• Failed Contacts
• Preview the Automated Import Email
• Download the Import Template

Note: The CSV import workflow now allows up to 10,000 contacts on your list. If you have questions or run into any issues, please reach out to your CSM. Our team will provide you with the HIPAA-compliant email address to send your contact list for importing. Please do not send contact lists to our main Support inbox.

The Support team will only format the column headers in your contact list to meet Breakthrough specifications and match the formatting template shown below.

Contact Data 

• When bulk-uploading contacts via CSV file, you can include the following. Keep in mind that each point in the list should represent a separate column in your CSV file. (Note: Even if you do not have ALL of the following information, the column header still needs to be included):
  • First Name
  • Last Name
  • Nickname
  • Email
  • Phone (Mobile)
  • Home Phone
  • Address
  • Address Line 2
  • City
  • State
  • Country
  • Sex
  • Postal Code
  • Date Of Birth
  • Insurance Carrier
  • Phase
  • Notes

Example:

First Name & Last Name

• It's important to format your contact list to match the column headers as shown in the example above before uploading your contacts. If you need support with this, our team can help.
• Emails and texts will automatically populate whatever is saved as the contact name. 
  • Be mindful of any contact names that you have notes in such as "Cash pay only" or "Do Not Use". You don't want to upload this into the system because email and text communications going out from the system will pull in those names as exactly that!
  •  The system will automatically correct capitalized letters. (Example - if you upload "MARY" the system will correct this to "Mary").
    

Nickname

• The nickname field is for reference only and does not pull into emails or texts. 
• If you have a contact with a preferred name, and you want to make sure their email addresses them by the preferred name, use the First Name field instead.

Email / Phone

• Contacts are required to have at least a valid email or phone number when being created. Note: Emails MUST be unique or the system will skip it as a duplicate. However, multiple contacts can share the same phone number. (That phone number will receive multiples of the same campaign for each contact using the number.)
  • Note: If your practice has multiple locations, the contact can be included in more than one location. If you change/copy over the contact into another location, the contact will be auto-unsubscribed from text messages from the original location. This is so the contact is not bombarded with multiple messages.
• If you only have a home phone number for your contact, you can still import them to Breakthrough by moving the phone number from the Home Phone field to the Phone field.
• In the case of minor's sharing an email with a family member, leave the email off the minor's account entirely. As we allow multiple accounts to share a phone number, but not emails, the minor child can just have the child's name and their parent's phone number. The parent can have the parent's name, phone number, and email address. As long as the first names are different, this will work fine.

Address

• Contacts can be uploaded with their address if desired; Breakthrough will never send mail to your contacts or use this data for any purposes.
• Currently, we support address line 1 but cannot import apartment or suite numbers on a separate line. If you would like to include this data, include it all in the Address field.

Country

• CSV imports will fail if no country code is added.
• If a contact has an address, a country code is required.
• If a contact does not have an address, the Country column is not required and the contact will be accepted.
• The system only accepts country codes US or CA.

Sex

• To import contact sex, the full word must be spelled out. (For example - "Male" must be spelled out instead of entering "M".)
• Male, Female, and Intersex are the available options - Other will be available soon.
  • Note: The primary intent behind this field is to help practices segment contacts by anatomical sex in cases where certain conditions, symptoms, or campaigns are sex-specific — for example, our Pelvic Floor campaign. In developing it, our product team looked to common terminology used in medical contexts, where “Male,” “Female,” “Intersex,” and “Other” are often the standard choices for recording anatomical sex. We realize that “intersex” may not fully capture the diversity of gender identity — and that many people who are intersex also identify as male or female. Because gender identity and anatomical sex are distinct, our focus here was on anatomical sex rather than gender identity, which we aren’t currently collecting. (Please ask your CSM for more details.)

Birthday

• To import contact birthdays, make sure your column is labeled DOB.
• Dates should be formatted as mm/dd/yyyy (ex: 8/15/1991) however the system will accept another format as well, such as yyyy-mm-dd.

Insurance Carrier

• The Insurance Carrier field is a free-text field, meaning that you can type whatever you want to identify a contact's insurance. You can add insurance info or other 'tags' manually after import as well.
• This feature is incredibly helpful for segmenting your contact list for text campaigns. Check out this short video to see it in action:

Notes

• Use the notes column to add relevant info to the contact record
• Limit of 30,000 characters

Current Phase

• The Current Phase column allows you to import contacts into a specific phase. This is helpful when bulk-importing contacts because it prevents having to edit contacts after importing.
• Automated emails will not be triggered by importing contacts in a phase.
• Nurture Phase emails will not be triggered by importing contacts in a supported phase.
• Supported phases:
  • No Phase
  • Lead-New
  • Patient-ScheduledPlanOfCare    
  • FreeScreen-Scheduled
  • InitialEvaluation-Scheduled
  • Graduated-Graduated

How to Import Contacts

1. First, export your contact list from your EMR or other marketing platforms. Remember, the 'cleaner' and most updated the list is, the smoother the import process is.
2. Organize your list to match our template, including the names of columns. Please use the template that is shown in the screenshot at the top of this page.
3. Be sure to remove any data that is not supported (SSN, Member ID, etc.)
4. Once your list has been updated to match our template, save the file in CSV format.
5. Navigate to the bottom left of the Breakthrough app and click the Settings gear.
   
6. Click Manage Contacts and then Import Contacts.
7. Select the location in the dropdown, (Make sure you are in the correct location if you have multiple location in the system) then upload your CSV on this page using the Choose File button.
   
8. Confirm that you have permission to email and/or text this list using the checkboxes provided, then click Upload. The upload job may take a few minutes if the list is large.

Note: You may not see any action taking place after clicking the 'Upload' button - however the job is working in the background, so do not start the upload process over. (Doing so could result in duplicating your contacts.) You can take other actions in the app while the upload is happening in the background. Click on Contacts > All Contacts to confirm the upload has been successful.

After import, you'll get an automated readout summary of how many contacts were imported successfully and provide details on any contacts who were unable to be uploaded.

Once your list is imported, the email below is automatically sent to your imported list.

Note: Any true duplicate contacts will be automatically skipped during the upload process. (Same first name, last name, and email address are considered true duplicates.)

If your account has multiple locations, it is best to have separate contact lists for each location. 

Example: Phil's Physical Therapy has 3 locations - Nashua, Hudson, Derry. Phil should upload 3 separate contact lists, one for each of these locations.

Here's a video on how to format your contact list before upload:

Merging Contact Information

If you've uploaded your contacts and want to update information (for example, you now have phone numbers and phases for your contacts that you did not in your original upload and you want to merge this information with the existing contacts in the system) follow these steps:

1. Click the Settings gear at the bottom left.

2. Click Manage Contacts.

3. Click Export Contacts.

4. From that exported list, keep the unique contact ID column as is. Add in your information, then re-import that list to the system following the regular import process.

Failed Contacts

Immediately after your file is uploaded, you'll see a readout summary of contacts that are unable to be imported with your contact list. The column on the right tells you why they could not be imported. 

Reasons for failure to import:

• Already Exists Email: The email already exists in the software, and no phone number was given
• Already Exists Phone: The phone number already exists in the software, and no email was given
• Duplicate Email: The phone number is unique, but the email is a duplicate
• Duplicate Phone: The email is unique, but the phone number is a duplicate
• Invalid: The field was incorrectly formatted, the formatting is not supported, or the contact is missing both an email and a phone number

Preview the Automated Import Email (Marketing Acceptance)

Subject: Hi [Contact.FirstName]! We're here for you

Body:
Hello [Contact.FirstName], 

This is [PracticeOwner.FullName] from [Contact.PracticeName] and we appreciate you as a part of our community. 

We recently updated our email system and wanted to let you know that we are going to start sharing more tips and exclusive opportunities for our client base. We're excited to help you solve your health challenges naturally!

To manage your contact preferences, click here. 

Regards, 

[Practiceowner.FullName]

[Contact.PracticeName]

[Practice.Phone]

[Practice_Address]


PS - Are you experiencing any health or activity issues right now? If so, reply to this email and let us know how we can help. 

Download the Import Template

Click the file link below to download a copy of the import template