Dialog Health's Glossary of Terms
To help you get the most out of our platform, this article breaks down commonly used terms and definitions you’ll see throughout the product.
The Basics
Console
A Console is a dedicated, self‑service workspace within the Dialog Health platform where users manage messaging, subscribers, workflows, and reporting. Each Console includes tools such as the Inbox and Outbox, audience management, automated responses, templates, analytics dashboards, and configuration settings, and is typically associated with a specific use case, department, location, or phone number.
Console Code
A console code is a unique alphanumeric identifier automatically assigned to each console at the time of creation. When contacting Dialog Health Support, providing your console code helps expedite ticket resolution. The console code can be found in the top‑right corner of the Console by selecting the console name to open the drop‑down menu.
System Keywords
System Keywords are automated response messages sent to recipients who interact with specific functions within a Console. Standard system keywords include Opt‑In, Opt‑Out, HELP, and UNKNOWN responses. All incoming text messages are automatically addressed with a predefined System Reply based on the keyword or interaction received.
Click here to learn more about maintaining compliant System Keywords
Opt-in
An Opt‑In message is an automated notification used to obtain consent from an individual to receive text message communications. It provides key details about the messaging service and confirms the recipient’s participation. Once an individual has opted in, they become eligible to receive additional communications from the team. Each Opt‑In message must include a brief descriptive service name, the maximum number of messages that may be sent, a statement that standard message and data rates may apply, instructions for opting out by replying STOP, and instructions for obtaining assistance by replying HELP.
Opt-Out
An Opt‑Out occurs when an individual chooses to stop receiving text message communications by responding with a recognized opt‑out keyword. Common opt‑out replies include STOP, QUIT, END, REVOKE, OPT OUT, and UNSUBSCRIBE. Once an opt‑out request is received, the individual is sent a confirmation message indicating that no further messages will be delivered. To resume communications, the individual must opt back in by following the provided opt‑in instructions or by contacting the organization directly.
Help
A HELP reply is a standardized support request that allows a subscriber to receive additional information about the messaging service. When an individual replies HELP, the system automatically sends a predefined response that typically includes a brief description of the service, contact or support information, and instructions on how to opt out of future messages. This ensures subscribers can easily access assistance and understand their communication options at any time.
Unknown
An Unknown reply refers to any incoming message that does not match a predefined keyword or response type, such as HELP, STOP, or a configured Flow Reply. When an Unknown reply is received, the system sends an automated response designed to guide the subscriber appropriately. This response is typically tailored based on how the team uses the platform—such as directing the message to a monitored inbox for follow‑up, notifying staff for review, or instructing the subscriber to contact the organization through another channel for further assistance.
Messaging Terminology
Message (MSG)
This is a count of individual communications sent to a subscriber. Each you time you configure a direct text, campaign message, Ad-Hoc etc. you are creating a message which will be delivered to a person's handset.
Short Message Service (SMS)
This is a count of the total individual text messages you've sent in the selected time frame. SMS is abbreviated for Short Message Service. Each SMS consists of between 67 - 160 characters depending on characters used and total message length. Any invoices which include total volume of SMS Sent will be based on this measure.
Click here for a deeper dive into character counting, GSM, Unicode, and the differences between MSG & SMS.
Segments
In Dialog Health, a Segment represents a portion of an SMS message based on message length and formatting. While “segments” and “SMS” are often used interchangeably, a single text message may contain multiple segments depending on character count and encoding. The Console includes a segmentation breakdown view that displays how many segments a message contains as content is being built, helping teams understand message length, delivery behavior, and SMS usage before sending.
Campaign - Broadcast Messages
These are automated “set‑and‑forget” text messages that are sent daily at a time you choose. When configuring each message, you can apply audience filters to precisely target who receives it. Messages can be grouped into Campaigns, making it easy to organize communications by initiative. Campaigns can be added, removed, and edited on demand by your team, allowing for flexibility as needs change. Click here to learn more.
Flow Reply
A Flow Reply is a predefined automated response that determines how the system handles subscriber replies to questions sent within a Campaign - Broadcast. Click here to learn more.
Example:
A message asks, “Can you attend your appointment?” — replying YES confirms, while replying NO triggers a follow‑up action or notification to the team.
Ad Hoc - Broadcast Messages
Ad‑Hoc Broadcasts are one‑time broadcast messages sent to a selected target audience without an ongoing schedule. Unlike Campaign messages, Ad‑Hoc Broadcasts are typically used for timely or situational communications that need to be delivered quickly. Common use cases include inclement weather closures, unexpected schedule changes, emergency notifications, or staff‑wide announcements such as open enrollment reminders. These messages can be sent immediately or scheduled for a specific date and time and can be targeted using audience filters to ensure they reach the appropriate recipients. Click here to learn more.
Audience Filters
An Audience Filter determines who receives a message by applying specific criteria, enabling targeted communication instead of sending messages to all subscribers.
Dynamic Tags
Dynamic Tags allow you to personalize text messages by automatically inserting information from a subscriber’s record—such as name, appointment details, or location—directly into your message content. By using Dynamic Tags, teams can deliver tailored, relevant messages at scale while maintaining efficiency, accuracy, and a consistent communication experience. Click here to learn more.
Direct Text Message
Direct Text enables one‑to‑one, real‑time text messaging between a Console user and an individual subscriber. This feature supports conversational communication outside of automated Campaigns or Broadcasts, allowing teams to respond to questions, provide clarifications, and manage follow‑up interactions directly within the Console. Direct Text messages appear in both the Inbox and Outbox and are governed by user permissions, templates, and subscription status to ensure consistent, compliant communication. Click here to learn more.
Group
A Group is a defined set of subscribers within a Console used to organize and deliver targeted text communications. Membership in a Group is required to receive group‑based messages, broadcasts, or campaigns, regardless of audience type. Click here to learn more.
Message Monitoring & Analytics
Triage
Triage is a filtered view of inbound messages that highlights responses requiring attention, including HELP, UNKNOWN, Flow Replies, and user‑defined Other Keywords. It updates automatically and allows teams to quickly identify and prioritize subscriber interactions from the Console homepage. Click here to learn about managing the Triage.
Inbox
The Inbox is a real‑time view within the Console that displays all inbound text messages received from subscribers. It allows teams to read, monitor, and respond to messages directly from the platform, supporting two‑way communication across campaigns, ad‑hoc broadcasts, and direct texts. The Inbox also maintains a complete record of incoming message activity, helping teams manage conversations, follow up as needed, and maintain a clear communication history.
Outbox
The Outbox provides a detailed view of all outbound messages sent from the Console. This includes messages delivered through Campaigns, Ad‑Hoc Broadcasts, and Direct Texts. The Outbox allows teams to track message delivery, review sent content, and access historical records of outbound communication, supporting reporting, auditing, and overall message management.
analyticsPRO
analyticsPRO is Dialog Health’s advanced reporting and analytics module that provides deep visibility into messaging performance, utilization, and audience engagement across a Console. It includes five core reporting views—Console Trends, Console Activity, Broadcast Activity, Console Reachability, and Listing—allowing teams to analyze messaging volume, delivery outcomes, response behavior, and reach over time. analyticsPRO helps organizations monitor texting performance, understand how their audience is engaging, and identify opportunities to optimize messaging strategies. These insights support operational reporting, executive‑level summaries, and data‑driven decisions to improve overall SMS effectiveness and efficiency. Click here to learn more.
analyticsPRO - Enterprise
analyticsPRO - Enterprise expands analyticsPRO capabilities to provide centralized, enterprise‑level visibility across multiple Consoles. Designed for large organizations and health systems, it enables leadership teams to monitor messaging activity, performance trends, and engagement metrics across locations, service lines, or departments from a single, unified view. analyticsPRO - Enterprise supports cross‑console reporting, standardization, and oversight by consolidating data from all enrolled Consoles, helping organizations identify trends, compare performance, and make informed, data‑driven decisions at scale while maintaining consistency across the enterprise.
End-User Permission Levels
Admin
Admins have the highest level of access within a Console. They can create, edit, and delete Campaign messages, Ad‑Hoc messages, Keywords, Groups, and Reports. Admins also have full access to the Setup tab and Console preferences, allowing them to configure system settings and workflows. While Admins cannot add or remove users, they can deactivate users who no longer require access to the Console.
Manager
Managers have elevated access to manage day‑to‑day messaging activity, with some limitations compared to Admins. Managers can view and update existing Campaigns, Keywords, and Groups, but cannot create new Campaign messages. They do have full access to create and send Ad‑Hoc messages and to generate and run Reports. Managers have limited access to the Setup tab and Console preferences, allowing visibility into key settings without full configuration control.
User
Users have the most limited level of access within a Console. They can create and send Ad‑Hoc messages, generate Reports, and engage in Direct Texting with subscribers using approved, pre‑configured message templates. Users cannot create or update Campaigns, Keywords, or Groups and have view‑only access to these items once created by an Admin. Users do not have access to the Setup tab or Console preferences.
Resources:
Other Customizable System Preferences
Templates
Templates are pre‑defined message drafts that allow teams to send consistent, approved text communications across Campaigns, Ad‑Hoc Broadcasts, and Direct Texting while maintaining messaging standards and efficiency.
Sponsor Code
A Sponsor Code is a customizable, abbreviated name (up to 25 characters) that automatically appears at the beginning of a message. It serves as a clear identifier, helping subscribers easily recognize who the message is from. Sponsor Codes are used in Direct Texts, Campaigns, and Ad‑Hoc messages. Click here to learn more about updating your Sponsor Code.
Console Keywords
A Console Keyword is a custom keyword configured by your team that triggers a predefined automated response when a subscriber texts it to your Console. Similar to system keywords like HELP, Console Keywords allow organizations to deliver specific information or next steps without manual intervention. Console Keywords can be tailored to your workflows—such as providing directions, contact details, links, or instructions—and help streamline responses while maintaining consistency. Both Console Keywords and System Keywords can only be triggered by individuals who are currently opted in to receive text messages from your Console. Click here to learn more.
Examples:
Texting MAP sends an automated reply with directions to your facility.
Texting CALL sends an automated reply with your facilities main phone number and instructions for contacting the office.
Texting HOURS sends and automated reply with your facilities operating hours and holiday availability.
Text4Info
Text4Info allows individuals to request information by texting a keyword to your Console without being opted in. Unlike Console Keywords, which require opt‑in, Text4Info is typically used to share general information with new or unregistered individuals through an automated response. Click here to learn more.
Text2Join
Text2Join is an opt‑in method that allows individuals to join your texting program by initiating the conversation themselves. By texting a designated join keyword to your Console, individuals can provide consent to receive future text messages without your team sending the first message, making it an effective way to grow and onboard your audience. Click here to learn more.
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