Prompt Troubleshooting & FAQs

Modified on Thu, 19 Mar at 3:36 PM

ISSUE: I received an error message when trying to sync my locations.

You may receive an error message for the following reasons:

One or more locations have already been synced
- This may occur if some locations, but not others, were previously synced
- In this case, disregard the error message and continue the workflow to sync the remaining locations
An API call failed between Breakthrough and Prompt
- In this case, contact the Prompt support team and ask them to reset the connection

Breakthrough uses third-party services to validate all inbound phone numbers. Phone numbers found to be invalid are not imported into Breakthrough.

When doing a full contact import, contacts may be skipped if ...

The contact email address matches an existing contact with same email address but not the same contact ID
- During the initial contact import, Breakthrough assigns the contact an ID number and maps it to the patient ID in Prompt - this allows us to update the record correctly in the future
- During a re-import, we match up the contact ID and email address (name and phone number are used if email is not present)
- If the email address matches but the contact ID does not, that patient record will be skipped.
The contact phone number, first name, and last match an existing contact with same phone and name but not the same contact ID
- During a re-import, if an email is not present, we match up the contact ID, name, and phone number
- If the name and phone number match but the contact ID does not, that patient record will be skipped.

Breakthrough pulls all contacts (active and inactive) that meet the following criteria:

The Facility listed on their last visit matches the Facility being mapped to the Breakthrough location, OR
The Facility listed on their last case matches the Facility being mapped to the Breakthrough location, AND
A valid phone number and/or a valid email address