Text Campaigns FAQ

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•  What’s the difference between a New Text Campaign and a Reactivation Text Campaign?
• Will deleting a text campaign prevent it from being sent to my contacts?
• Can I create a test campaign to preview what my contacts will see?
• Why do some text statuses say "Aborted" or "Unknown"?

 What’s the difference between a New Text Campaign and a Reactivation Text Campaign?

• A New Text Campaign allows you to text message a group of contacts at a specific time. 
  • New Text Campaigns allow you to choose the message, the contacts that will receive the message, and the date/time for the message to be sent. 
  • New Text Campaigns can be used for simple check-ins, holiday messages, event-specific details, and most other types of communication.
• Similar to monthly email campaigns, a Reactivation Text Campaign is sent to all of your No Phase contacts. 
  • Reactivation Text Campaigns allow you to choose the message, the duration (9, 30, 90 days), and the date/time for the message to be sent.
  • Reactivation Text messages should be used to reactivate past patients. 

Will deleting a text campaign prevent it from being sent to my contacts?

• If the campaign has not been sent yet, deleting it will cancel the campaign, and nothing will be sent to your contacts.
• If the campaign has already started sending, this will not stop the campaign, but it will remove it from your campaign history. We advise against deleting a sent text campaign since it may affect your data. 

Can I create a test campaign to preview what my contacts will see?

• Yes! We strongly recommend that you add yourself and co-workers as Contacts in Breakthrough, and create a test campaign with employees selected as the audience. 
• This is also a great chance to test out the token placeholders. Below is a template you can use for your first test, simply copy and paste it into the message body:
  • Hi [Contact.FirstName], this is [Practice.Name]. We're testing our new text messaging tool! Please send a quick reply to this message so that we know it was received. 

Why do some text statuses say "Aborted" or "Unknown"?

• If a message fails to be sent to a certain contact, you can find out why by clicking the eye icon in the message logs (shown below). 
  
• The most common causes of a text not being delivered are:
  • The number cannot receive a text message (such as a landline) 
  • The carrier was not reachable at the time of the text message
  • The contact did not have a phone number 
  • The contact did not have a valid phone number
    
•  If you see these errors, there is no action required on your part, but it is helpful to review them so that you can either update the contact's cell phone number in the system or omit them from future messages.