Import Your Book of Business

Import your customers and policies so Cora and your campaigns know who they're talking to.

Your book of business is the customer and policy data your AI employees work from. Once it's in, your Receptionist can greet members by first name, answer questions about their plan, and mention their agent on every call. It also powers your campaigns, because campaigns call the customers and policies in your book.

Most agencies start with a CSV export from their current CRM, policy management system, or carrier portals. Whatever shape your file's in, the Import Contacts page (Settings > CRM Settings > Import Contacts) can handle it.

Set up customer assignments first

If you use customer assignments, set your rules up before you import. careCycle assigns everyone in the file right after the import runs, so the rules need to be in place first.

Before your first import

Reach out to your careCycle representative or support@carecycle.ai before your first import. We'll look over your file and flag anything to fix.

Run the Import

When you open Import Contacts, pick Let the assistant do it. The import assistant takes your file as it is (CSV, TSV, TXT, or Excel, up to 100MB) and works through it with you in a chat:

Upload your file

Drop in an export from your CRM, carrier, or HealthSherpa. You can upload several files at once.

Let it assess the file

Click Assess for import. The assistant profiles every column, flags problems like missing phone numbers or Excel-mangled dates, and asks you what it can't tell on its own.

Approve the mapping

It proposes how each column maps to a careCycle field and how to clean the data. Nothing changes until you agree.

Review and run

You get a Run this import? card with exactly how many customers and policies will be created or updated, the status they'll import as, and any campaign or tags. Press and hold Hold to run import to start it.

Results show up right in the conversation, and you get an email when it's done. See Use the Import Assistant for everything it can do, with example requests.

Customers are matched on phone number, so re-running an import updates the people already there instead of making duplicates.

Adding Everyone to a Campaign

The import assistant can add the people in your file to a campaign as it imports them. Just tell it which campaign. It can also tag everyone, or split the file into groups that each go to a different campaign.

Only import into a campaign that's already on

Imports line up each person's first call or text right away. If the campaign is still a Draft when that step comes due, it's dropped and they're marked Skipped ("Campaign was not active"), and turning the campaign on later doesn't bring them back. So turn the campaign on first, or import without a campaign and add people from the Customers page afterward.

People who already finished that campaign don't get restarted by an import. See Add Customers to a Campaign for every way to add, restart, and remove people.

How Matching Works

Customers are matched by phone number. If someone with that number is already in careCycle, their record gets updated. If not, a new customer is created. So re-imports only work cleanly if phone numbers stay the same.
Policies are matched by IDs first (like the carrier's policy ID, policy number, application ID, HealthSherpa policy ID, or SunFire enrollment code), then by policy type plus plan code and effective date.

The API sync matches a little differently (by MBI for Medicare, for example). The full rules for both live in the Book of Business Field Reference.

Recommendation

Include externalId (your system's customer ID) wherever you can. It links careCycle records back to your system for future policy and commission tracking.

How This Data Gets Used

The more complete your records, the more your AI employees can do:

Your CRM. It fills in the Customers and Policies pages your team works from.
Your AI. Cora uses planCode to look up the member's plan benefits and firstName to greet them.
Your automations. Fields like policy status and dates drive campaign automations, customer assignments, and task automations.
Your integrations. The data can also feed enrollment platforms, CMS databases, and carrier reporting.

Import Tips

Dates can be MM/DD/YYYY, MM-DD-YYYY, or YYYY-MM-DD. Pick one and stick with it.
Every record needs a ZIP code, state, or time zone. Without one, we can't tell what time it is for the member, so campaigns skip them.
Pre-suppress the people you shouldn't contact. Include do-not-call and do-not-text columns, and tell the assistant what they mean.
HealthSherpa users: include healthSherpaPolicyId. Or skip the CSV and connect HealthSherpa directly.