Status & Phasing FAQs

Modified on Mon, 20 Apr at 5:16 PM

TABLE OF CONTENTS

How do I update a contact Phase?
How do I update a contact Status?
Option 1: Update the contact directly on the contact page
What if I accidentally choose the wrong status?
What does No Phase mean?
Why is a workshop registrant greyed out?
How do I know what happens after each update?

How do I update a contact Phase?

Patient Phases are automatically updated based on their current status.
For example, updating a patient that is in the Free Screen Phase to Initial Evaluation will automatically update their Phase to Initial Evaluation. Phase options are:
- No Phase
- Lead
- Free Screen
- Initial Evaluation
- Patient

How do I update a contact Status?

Option 1: Update the contact directly on the contact's profile page
- Open the contact within Breakthrough, (click on their name or manually search for them) then select the new status option from the drop-down on the Status tab within the contact's profile page under Change Phase, click Save.
Option 2: Update the contact from the Follow-Up Page
- Click on the contact's name to open the right-side panel. Select the new status from the drop-down in Activity Outcome. Scroll down, then click Log & Complete.

What if I accidentally choose the wrong status?

Don't worry! Nothing will be sent to your contact right away.
As long as you correct the status within 5 minutes, your contact won't be affected.
If you don't see the status you need after choosing the incorrect status, choose No Phase, then save the contact to restart your phasing options. That status acts as a "reset."

For example, if the contact is in the Initial Evaluation Phase, and the user accidentally chose Showed - Didn't Schedule, when they meant to choose Cancelled - Free Screen, to get back to this option, we can choose No Phase to move him back to Free Screen, then select the correct status after that.

What does No Phase mean?

No Phase means that your contact is not currently receiving automated nurture emails.
Contacts in No Phase could be graduated patients, leads that are not able to schedule with you due to factors outside of their control, or contacts from a lead list that you have not treated yet.
You should not use No Phase for contacts that attend a workshop but don't schedule because of time, money, or general objections. These types of leads should be updated as Showed - Didn't Schedule so that they receive the correct nurture emails based on that workshop.
No Phase can be used for contacts who say they are getting too many emails but do not want to unsubscribe.

Why is a workshop registrant greyed out?

This applies to contacts:

In "No Phase"
For anyone who moved into the Appointment Request workflow, regardless of what phase they're in
- For example, Alicia is registered for the Rotator Cuff workshop, but converts to an Appointment Request before the event. Her contact is greyed out in the workshop registrants list.
- She is then scheduled for an Initial Evaluation, her contact remains greyed out.
- We leave contacts in the workshop for historical record-keeping purposes, but from a data perspective on the back end, the contact in the above example is now an appointment lead and not a workshop lead.

Important note about statuses showing in your All Contacts page:

Most phases will only show up on the Phase drop-down filter on the All Contacts page if a contact is in that phase. If no contacts are in that phase, that phase will not show up as an option in the dropdown menu.

With specific statuses like Unresponsive Lead and Sent Message Lead, the system will NOT show these in the All Contacts page dropdown options - a contact may have one of these statuses, but they would look as if they are in just "No Phase." The software sees those statuses as "No Phase" and groups them up as a single "No Phase" option in the dropdown menu.