- 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
ISSUE: Some of my contacts imported without phone numbers.
- Breakthrough uses third-party services to validate all inbound phone numbers. Phone numbers found to be invalid are not imported into Breakthrough.
ISSUE: The confirmation email says some of my contacts were skipped.
When doing a full contact import, contacts may be skipped if ...
- The contact has neither a valid phone number or a valid email address
- When doing a contact refresh (re-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.
ISSUE: Not all of my contacts from Prompt were imported.
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
A Few Things to Keep in Mind:
- It is possible that data, such as custom keywords created using the Insurance workaround, will be overwritten with data from the most recent case in Prompt.
- Duplicates are always a possibility. In order to overwrite/merge a record, the first name, last name, email, and/or date of birth must match exactly. If one of these piece of data does not match, a duplicate record may be created. Most commonly, we have seen typos in email addresses, which have been the #1 cause of duplicate creation during the Prompt import.
- We are not accessing any clinical data in Prompt. Only basic patient demographic data, insurance, and current phase based on the most recent visit type and/or case notes.