Console Conundrum: Deciding Between One or Multiple Instances
The following article will review when it might be time for your team to consider setting up additional consoles with Dialog Health. The term console refers to the text messaging platform you log in to send and receive text messages to your subscribers. If your team is a candidate to set up multiple consoles, please reach out to our support line, or contact your account manager for further assistance.
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Directed Messaging
The subject matter of your messaging to each type of subscriber is vastly different. For example, the automated messaging that you send to patients visiting the imaging department may be completely different from the messages being sent to the patients discharged from the emergency department.
Unique System Keywords
Each Dialog Health console is assigned 1 set of unique system keywords, which will be sent to all subscribers added to your console. Suppose you need a different opt-in, opt-out, help, or unknown response for the audiences you're texting from Dialog Health. In that case, you may consider splitting your audience between different Dialog Health consoles so that each subset has its own set of system keywords.
Example: HR System Keywords v.s. Surgery Center Keywords
HR System Keywords
Opt-in: Hello, <firstname>, you are now opted-in for mobile alerts and info for the Franklin Hospital HR department. No action is required. Max 5 SMS/mo. Reply STOP to End or HELP for info. Msg&DataRates May Apply.
Opt-out: You have opted out of mobile engagements, please be sure to monitor your company email for important notifications.
Help: This is the Mobile Alerts & Info services for the team members of Franklin Hospital. You will receive reminders about Open Enrollment, Company Events, and Emergency Notifications. For more info please email support@dialoghealth.com.
Unknown: Your response was placed in a queue to review during normal business hours. Please reach out to HR if you need immediate assistance.
Surgery Center Keywords
Opt-in: Hello, <firstname>, you are now opted-in for mobile alerts and info for the Franklin Surgery Center. No action is required. Max 5 SMS/mo. Reply STOP to End or Help for info. Msg&DataRates May Apply.
Opt-out: You have opted out of mobile engagement. For more information regarding your care, please contact us directly at 877-666-1132.
Help: This is the Mobile Alerts & Info services for the patients of Franklin Surgery Center. You will receive information and reminders about scheduled visits, and Emergency Notifications. For more info please call 877-666-1132. If this is an emergency, please dial 911.
Unknown: Your response was placed in a queue to review during normal business hours. If this is an emergency, please dial 911.
Confidential Information Storage and Access
Let's say your team is using Dialog Health for reminders to patients about their upcoming surgery. The reminders are working great and you've decided that you'd also like to message patients being seen in the imaging department. Suppose you added the imaging department patients to your surgery console. Would it be appropriate for your Surgery users to see imaging patient data, or Imaging users to see Surgical patient data? Splitting your data between separate consoles allows you to have control over which team members have access to PHI or Protected Health Information.
Reporting Segmentation
If you are messaging multiple types of subscribers within 1 Dialog Health console, all incoming and outgoing responses will be stored in the same place. Pulling reports from Inbox/Outbox as well as AnalyticsPRO may be more difficult when sorting through multiple types of subscribers. For example, our Console Activity report in AnalyticsPRO will show you all messaging activity that has taken place within the selected time frame. If you are messaging patients and employees in the same console, you will not be able to update the report to display only one of the audiences.
Triage Management
Dialog Health provides the Triage on the Home screen of your Dialog Health console for easy reply management. The Triage is a notification center that brings the most important incoming messages to your team's attention. Managing multiple subscriber types in one Dialog Health console means that most responses that are sent back to Dialog Health will be displayed in the Triage.
Data Integration Complexities
A single Dialog Health console is able to support one set of data mappings. Each field you provide to Dialog Health has a designated spot in the platform to be displayed. If you think that this could be applicable to your team, reach out to our support line to get more information on data integration with Dialog Health.
Click HERE to learn more about Exchanging Data with Dialog Health.Our support line is monitored Monday through Friday from 8:00 am – 6:00 pm CST
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