Release Notes: Using the Text Campaign Feature

Jump to:

• Creating a New Text Campaign
• Creating a Text Reactivation Campaign
• Viewing the Details of a Text Campaign
• Frequently Asked Questions

Creating a New Text Campaign



A New Text Campaign is a feature that allows you to select a specific audience and customize a text message that will send out to all selected contacts on the date and time that it is scheduled.

1. Log into the Breakthrough application and click on the Reactivation tab, where you schedule your Monthly Emails and Email Broadcasts
2. Click on Text Campaigns
3. Click the blue New button on the top-right
4. Segment your contact list with the Filter dropdown and click Apply

   Note: You can send to All Contacts, or select one or multiple phases from the list to create a specific audience

5. Select the checkbox if you would like to include a Contact in the campaign, or deselect a Contact to exclude them from the campaign.

   Note: It’s OK if you select a contact that does not have a Phone Number, they are automatically excluded from the campaign

6. Scroll down and click Next on the bottom-right of the page
7. Enter a Campaign Name that is easy for you to identify when reviewing your campaign list

   Note: Contacts will not see the Campaign Name, only the text message content

8. Select a Campaign Start Date/Time

   The text message will be scheduled for and begin sending on the date and time you select. We recommend scheduling text messages between 11am-5pm local time for best results.

9. In the Message field, type or paste your Text Message that your contacts will receive
10. Click on Supported Placeholders to view a list of automatic placeholders that will help personalize your message. For example, [Contact.FirstName] will be replaced with each respective Contact's Name that the message is sent to.
11. (Optional Step) Select a Message Send Time

12. You can specify an exact time when you want text messages to start sending to your Contacts, and we will queue them as close to that time as possible. If you leave this blank, we will start sending messages at the Campaign Start Date Time.

13. Click Submit to create your Text Campaign

Helpful Tips:

1. Keep it short, sweet, and personable
2. Ensure your message prompts a response from the Contact (to reply via text or call your Practice)
3. Use [Placeholders] to personalize your message to each Contact
4. Example 1: [Contact.FirstName], how has your pain been in the last month or so? Let me know how you’re doing when you have a moment. Thanks, Kyle @ Breakthrough PT.
5. Example 2: [Contact.FirstName], we have a couple of open slots this month for a Free Screen/Initial Evaluation for those suffering from chronic pain. Just let me know or give us a call at [Location.Phone] and we’ll get you on the schedule. Thanks, Carl @ Breakthrough PT.

Creating a Text Reactivation Campaign



A Text Reactivation campaign is similar to a New Text Campaign, except like Monthly Campaigns, Reactivation Texts will automatically send to any Contacts in 'No Phase', and will send the text message in batches each week based on the total number of No Phase contacts in your list.

There are less steps in creating a Reactivation campaign, and the advantages are:

• We will automatically send to all 'No Phase' Contacts
• Your message will always be focused around Reactivating past patients/contacts
• You can set a Campaign Duration to help predict the amount of responses you receive while ensuring you do not over-communicate to your community

1. Log into the Breakthrough application and click on the Reactivation tab, where you schedule your Monthly Emails and Email Broadcasts
2. Click on Text Campaigns
3. Click the blue Reactivation button on the top-right, and then click New
4. Enter a Campaign Name that is easy for you to identify when reviewing your campaign list

   Note: Contacts will not see the Campaign Name, only the text message content

5. Click Next to proceed to the Message details screen
6. In the Message field, type or paste your Text Message that your contacts will receive
7. Excluded Days of Week - since the campaign will send over 1-13 weeks, you can exclude days where a text message is not sent.

   For example, you might not be open on Sundays, or don't want to text your contacts on a certain day. The campaign will resume on the next available day.

8. Click Next on the bottom right to proceed to the "How Long Should This Campaign Run?" screen
9. Here, you have several options:

   9 days - the campaign will separate your Contacts into 3 segments and finish sending over a total of 9 days. Use this to message all No Phase contacts relatively quickly, and be prepared for responses!
   30 days - the campaign will separate your Contacts into 3 segments and finish sending over a total of 30 days. Use this if you're looking to maintain near-term volume.
   90 days - the campaign will separate your Contacts and send out the text message to a new batch every week, for a total of 13 weeks. This is the 'set it and forget it' version of Reactivation campaigns -- nurture your Contact list for a steady stream of reactivation!



Viewing the Details of a Text Campaign

After you’ve created a Text Campaign, it will appear in the Campaign List on the Text Campaign main screen. From here, you can:

1. Click the ‘Eye’ icon to view every detail of a text campaign. This is helpful for spot-checking the message that will be sent or the audience you selected. From this screen:
2. 1. Click 'View Contacts' to review every contact that should receive the campaign
   2. Click 'Message Logs' to review a report of the campaign once it has been sent. Here you can see the status of each message and if a contact received the message or if there were any errors.
   3. Note: You can also click the 'Logs' icon to the right of the eye to view the Message Logs of a text campaign
3. Click the ‘Trash Can’ icon to delete the campaign

   Note: If you Submit a campaign and review the Campaign Details and realize you made a mistake in the scheduling or message, you can delete the campaign and it will not send. If you delete a campaign while it is actively sending messages, it will stop further messages but cannot unsend texts that have been delivered



FREQUENTLY ASKED QUESTIONS:

• How do I get access to Text Campaigns?
  • Ask your CSM or email support@getbreakthrough.com
• What happens if a Practice has multiple locations, some with and some without Text Campaigns?
  • Any locations that do not have access will not see the Text Campaigns section under Reactivation. If a user switches locations while on the Text Campaign screen to a location that does not have it enabled, they will see a note that the location does not have access, and the page will auto-refresh to the Monthly Campaign section.
• I scheduled a text campaign, but I realized I made an error or otherwise do not want the campaign to be sent. How do I cancel the campaign?
  • You can click the trash can icon to delete any campaign. If the campaign is scheduled for the future and has not been sent, deleting it will ensure it does not send to your contacts.
• How do I create a test campaign to preview what my contacts will see?
  • We strongly recommend that you add yourself and co-workers as Contacts in the Breakthrough application, and create a Test campaign with employees selected as the audience. This way you can verify the message is delivered and see exactly what your contacts will receive.
•  What’s the difference between a New Text Campaign and a Reactivation Text Campaign?
  • A New Text Campaign allows you to specify your audience in a one-time campaign that is sent to every contact at the same time. A Reactivation Text Campaign automatically sends to all of your No Phase contacts and your text message should always have a goal of reactivating your past patients/community.
• What are the most common errors in the Message Logs after a text campaign is sent?
  • While text messages have a high deliverability, the most common causes of a text not being delivered are the number cannot receive a text message (such as a landline), or the carrier was not reachable at the time of the text message. If you see these errors there is no action required on your part, but it is helpful to review and update your Contacts with mobile numbers as their primary phone number.