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: If you have more than 6,000 contacts on your list, 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.

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:
  • First Name
  • Last Name
  • Nickname
  • Email
  • Phone (Mobile)
  • Home Phone
  • Address
  • City
  • State
  • Sex
  • Zip Code
  • Date of Birth
  • Insurance Carrier
  • Current Phase
  • Notes

Example:

First Name & Last Name

• Breakthrough doesn't reformat names or addresses after you import contacts so it's important to format your contact list before uploading your contacts.
• Emails and texts will automatically populate whatever is saved as the contact name. 
  • Be mindful of names in capital letters (Example "CHARLIE") but please note that the system will automatically correct this for you. (Example - if you upload "CHARLIE" the system will correct this to "Charlie")
• Feel free to check out this video that shows how to quickly update your contact names to the proper capitalization:
  

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 an email or main phone number when being created. 
• 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.

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.

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. 
• 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.
• Supported phases:
  • No Phase
  • Lead-New
  • Patient-ScheduledPlanOfCare    
  • FreeScreen-Scheduled
  • InitialEvaluation-Scheduled

How to Import Contacts

1. First, export your contact list from your EMR or other marketing platforms. 
2. Organize your list to match our template, including the names of columns. Please use the templates that are available at the bottom 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, 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. 

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 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.

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:

Failed Contacts

Immediately after your file is uploaded, you'll see a readout 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, or the contact is missing both an email and a phone number

Preview the Automated Import Email

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