Contact FAQs

Modified on Tue, 4 Jun at 8:09 AM

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Supported Contact Data

When bulk-uploading contacts via CSV file, you can include:

By default, all contacts with a valid email address will receive this email 1 hour after a contact list is imported.

If you would like to turn this email off, please reach out to Support before uploading any contacts to Breakthrough.

Contacts that are manually added to Breakthrough will not receive the clean-up email, but they will receive any emails related to the Phase you select when creating them.

Contacts that are bulk imported to the system will automatically upload as No Phase so that you can update them accurately.
To import contacts in a specific phase, follow the steps here:

By default, you'll always be able to see the most recent note at the top of the contact page. To see prior account notes, click the blue link 'View Previous Notes'.

It can take up to 10 seconds for a contact to move locations. If the page appears stuck, refreshing your browser should resolve the issue.

The 'Source' column tells you where your leads are coming from. You can see your Contact's Source throughout Breakthrough; on the contact page, on the workshop registrants page, and on your Follow-Up page.
For more on sources and to learn how to create a custom contact source, click here.

When two people share an email (i.e. married couples, family members, etc), you should add them both separately when possible.
There is currently no way to add contacts with the same email address because the system needs to know who to address in automated campaigns.
You should make sure that the contact without an email address has a valid phone number in Breakthrough so that you can still communicate with them via text or call.
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At the bottom of every contact is a Subscription Preferences section

Use the toggles to turn subscriptions on/off.
Unsubscribing contacts from 'Direct Mail' will also unsubscribe them from receiving Email Broadcasts.
Contacts that unsubscribe to text must resubscribe by texting START to your tracking number.

If this happens, our first recommendation is to copy/paste the new contact's email address into the search bar in the top right. If a different contact appears, this means the email already exists in your system and can't be added again.
- If the contact you're trying to add is a spouse or family member and they share an email address, you can edit the current contact to be both names (ex: Tarzan and Jane); however, this will affect phasing. Whenever possible, you should always try to get separate email addresses (most people have more than one these days!). Learn More
If there is not a duplicate contact already in the system, sometimes you need to give the system a few minutes to update.
- If, after 5 minutes, you still don't see the contact in your system when you search for their name, try clearing cookies and cache or reach out to support@getbreakthrough.com for help.

This happens most commonly with contacts that were bulk imported to Breakthrough.
If you're finding that your contact updates aren't saving, check to make sure the contact has a valid email address.
- After you add an email address, you'll be able to update any other fields on their contact. If the contact you're updating already has a saved email address, try clearing your browser cookies and cache and checking again.

Breakthrough requires contact lists to be uploaded in a specific format: contacts must have at least a phone number or an email address, and the file must be uploaded in CSV format. You can download a template for your contacts here.
If your file is too large (over 6K contacts), you'll want to split the data into two separate CSV files. Alternatively, contact your CSM to request support with uploading your contacts.

If a contact says they did not receive an email or a text from you, first confirm you have the correct contact info saved in Breakthrough.
If the contact information is accurate, check their subscription preferences.
- Open the contact in your system and scroll all the way to the bottom of the page.
- Select Subscription Preferences to check their opt-in preferences