Compliant Texting with System Keywords

Compliant Texting with System Keywords

In today's world, where technology is advancing at an unprecedented rate, it has become crucial for healthcare providers to use HIPAA-compliant text messaging platforms. This ensures that patients' personal and confidential information is kept safe and secure. Dialog Health is a text messaging platform designed to meet the specific needs of healthcare providers and human resources.

One of the key features that sets Dialog Health apart from other messaging platforms is its compliance with the latest SSAE, HIPAA, TCPA, and CTIA standards for hosting, storage, transmission, and opt-in/opt-out management. This article reviews how to maintain compliant verbiage in your System Keywords (Opt-in, Opt-out, Stop, & Help). 

"The TCPA sets the legal framework, prohibiting the sending of unsolicited text messages (SMS) to consumers without their consent. Non-compliance can lead to hefty class-action lawsuits and fines of up to $1,500 per text. CTIA guidelines are carrier-specific rules that further protect consumers. Adhering to them is essential to avoid fines, maintain a positive reputation and ensure uninterrupted sending capabilities". - A guide to global SMS compliance laws, D.Hitchins 

Opt-in

First message you subscriber receives after opting in to your Dialog Health console. There is no action required from the subscriber to opt-in, but they may opt-out from your engagement at anytime by texting the word STOP. 

You are now opted-in to receive mobile alerts from Dialog Health. Max 5 SMS/mo. Reply STOP to end, HELP for more info. Msg&Data Rates May Apply

Must Include:
  1. Brand name or product description
  2. Opt-out information
  3. Customer care contact
  4. Message frequency disclosure
  5. Rates disclosure

Opt-out

Response sent to the recipient when they request to opt-out by texting the word STOP, or if your team manually opts out a member from engagement. 

You will no longer receive messages from Dialog Health. Thanks for participating. 

Must Include:
  1. Brand name or product description
  2. Confirmation that no further messages will be delivered

Help

Automated message sent to the subscriber when they text back with the keyword, HELP.

This is the Mobile Alert service for Dialog Health. We will share updates regarding product releases, webinars, and best practice reminders. For further assistance, contact our support line at 877-666-1132 or email us at Support@DialogHealth.com

Must Include:
  1. Brand name or product description
  2. Customer care contact

Unknown

Automated message sent to the subscriber when replying with a message that is not a Keyword or a Flow Reply response. Your team can use this message to set expectations with your audience on how frequently you will be interacting with them via text. 

Example 1:
Your message has been received and placed in a queue for review during normal business hours. 

Example 2: 
This line is not actively monitored. If you need immediate assistance please contract our support line at 877-666-1132.

Other System Keywords

Already Opted-in 

This message will send to your subscriber if they attempt to opt-in while already being subscribed. This message may be a copy of your opt-in message. This message is sent infrequently. 

Caregiver System Keywords 

If your team is using the Caregiver feature, there are specific system keywords assigned to the designated caregiver. Unlike our standard Opt-in message, the Caregiver must reply "OK" to the opt-in text to become eligible to receive messages on behalf of the person they are assigned to. If your team is not utilizing this feature, these system keywords will not be sent to your subscribers.

Navigate to the following article to learn more about Caregiver communications. 

Questions? Please reach out to: support@dialoghealth.com or 877.666.1132
Our support line is monitored Monday through Friday from 8:00 am – 6:00 pm CST

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