Import Your Book of Business

With Customer Assignment automations configured, you are ready to import your book of business. This is the customer and policy data that empowers your AI employees to support your agency.

By importing your book, your Receptionist can support members 24/7: greeting them by first name, answering questions about their plan, and referencing their licensed agent in every conversation.

It also enables Retention Suite campaigns, because campaigns target the customers and policies that live in your book.

To import your book, start with CSV files from your existing CRM, policy management system, or carrier portals. Whatever format your CSV is in, careCycle's Import Contacts tool has you covered. The built-in AI mapping assistant handles non-standard column names automatically.

How Matching Works

careCycle uses upsert logic for all imports and syncs.

If a matching record already exists, it gets updated. If not, a new record is created. You can re-import or re-sync the same data without creating duplicates as long as the right identifiers are present.

In practice that means:

• Medicare books match customers by MBI number first, then by last name plus date of birth plus phone number.
• ACA books match customers by HealthSherpa ID, your system's ID, or the carrier's ID, then by last name plus date of birth plus phone number.

The exact matching cascades, plan code rules, and every accepted field and format live in the Book of Business Field Reference. You will want that page open while preparing your file.

How This Data Is Used

The more complete your customer and policy records are, the more useful your AI employees can be.

Each field can trigger downstream activity including campaign automations, customer assignments, and task automations.

This data populates your Customers and Policies views in the careCycle CRM for your team to reference when managing member needs. Fields like planCode are used by Cora to reference the Summary of Benefits and answer plan questions, while firstName is used to greet members by first name.

Data placed into careCycle may also power integrations in your instance, including enrollment platforms, CMS databases, and carrier reporting feeds.

Run the Import

CSV import flow

Walkthrough

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Import Tips

• Pick one date format and stay consistent. Date fields accept both MM/DD/YYYY and MM-DD-YYYY.
• Every record needs postalCode or timezone. Without one, TCPA compliance checks block outbound campaigns for that contact.
• Pre-suppress sensitive contacts. Use doNotCall and doNotSMS flags on import.
• Include externalId for round-tripping. It is how you match careCycle records back to your source system on future syncs.
• HealthSherpa users: Include healthSherpaPolicyId. It is the primary identifier for matching ACA policies on future syncs.