Glossary of Terms
The following are the basic and most frequently used terms in Dialog Health related to your console:
Console
The term console refers to the text messaging platform that you log into and utilize.
Console Code
Your console code is a unique set of letters and numbers automatically assigned to your console upon creation. When speaking with Dialog Health Support, providing the console code expedites the support ticket solution process. The console code is found in the top right of your console by clicking on your console name to reveal the drop-down menu.
Keywords
System Keywords are response text messages which will be delivered to people who have interacted with specific functions of your console. Your standard Keywords consist of an Opt-In message, Opt-Out message, HELP reply, and an UNKNOWN reply. All incoming text messages will be replied to with a predefined System Reply.
Sponsor Code
This is a shortened name (max 25 characters) that you can choose to automatically populate at the beginning of a message. This is a helpful indicator for the subscriber to know who is reaching out to them. Sponsor codes can be found in Direct Texts, Campaigns, and Ad-Hoc messages. Click HERE to learn more about changing your sponsor code.
Opt-In
This is the notification text sent to the patient informing them they'll be receiving notifications/text Messages as well
as providing some information about the service. The Opt-In is typically sent the day after a patient is scheduled for an appointment. Every opt-in message is required to provide a short descriptive name for your service, a maximum number of messages to be sent, stating that Standard Msg&Data RatesMayApply, Instructions on opting out by reply texting STOP and Instructions on getting assistance by reply texting HELP
Learn how to Opt a patient/employee in Here
Opt-Out
This refers to when a patient chooses not to receive text messages by replying STOP to the opt-in or any message received. Once you've opted out you will be sent a text message confirming that they will no longer receive messages. to be opted back in either speak with the facility or follow the instructions provided about opting back in if provided:
Learn how to Opt a patient/employee out Here
Help
A Patient who replies HELP will automatically receive a reply message from the system that informs them about the service and how they can be opted out.
Unknown
Incoming messages that do not fit into a predefined category. If a patient or employee sends you a message that isn't HELP, STOP or a Flow Reply.
Triage
The triage is similar to your inbox except your triage filters all incoming messages into HELP, UNKNOWN or FLOW Replies which keeps you informed about how many messages are awaiting attention and automatically updates every few minutes. The Triage is located on your console homepage below your appointment window.
Learn How to Manage Your Triage Here
Campaign Messages
These are your “set and forget” Broadcast Messages that will go out each and every day at a specific time. You can also specify who will receive this message by location, appointment name, provider ect. depending on what information is on your CSV document.
Learn how to Create and Edit Campaigns Here
Flow Reply
When creating a Broadcast Campaign Message, you have the option to ask questions of your Patients. You can define how the system will answer their reply, and this is known as a Flow reply.
Learn how to create a Flow Reply HereAd-Hoc Broadcast
Ad-Hoc messages are broadcast messages similar to campaign messages except Ad-Hoc messages aren't typically scheduled. They're commonly used to mass communicate with a recipient such as a facility closing due to inclement weather, or notifying your staff of yearly open enrollment. these or scheduled to be sent to a selected target audience. Inclement weather or staff communication.
Learn how to create an Ad-Hoc/Mass Communication Here
Inbox
Use filters to see all your incoming text messages.
Learn how to Run Reports from your Inbox HereOutbox
Use filters to see all your outgoing text messages.
Learn how to Run Reports from your Outbox Here
Admin
Admins have the ability to create, update, and delete Campaign messages, Ad-Hoc messages, Keywords, Groups and reports. They also have full access to the set up tab and preferences for their console.
Admins cannot add or remove users; however they can deactivate users who no longer need access.
Manager
Manager level access differs from Admin level access mainly by what they can view and create in the console. Managers don't have access to create new campaign messages but can read and update existing Campaigns, Keywords, or Groups. Managers do have full access to create Ad-Hoc messages and run reports. Managers have limited access to the set up tab and preferences for their console.
User
User level access has the most limited permissions with features on your console. Users can only create Ad-Hoc messages and cannot create or update Campaigns, Keywords, or Groups; you'll only have access to view once created by an Admin. Users can create reports. Users can direct text patients but only through premade templates. Users don't have access to the set up tab.
Group
All patients must be in a group (i.e. the patient group) in order to receive text message communication.
Templates
Templates are premade messages that you can select to autofill in your Ad-Hoc or Direct Text messages.
Our support line is monitored Monday through Friday from 8:00 am – 6:00 pm CST
Related Articles
Mass Communication and Emergency Alerts
An Ad Hoc broadcast is a mass text message that can be sent to a group of subscribed Patients and/or Staff with information such as closing dates, or what to expect in the coming weeks. Browse through our Ad Hoc Best Practices to explore options for ...Comparing Console Role Privileges
This article aims to provide an in-depth analysis of the permissions and restrictions associated with every tier of console role offered within the Dialog Health platform. Console User This level of access offers the most restricted set of ...How to Send Ad-Hoc Broadcasts
About Ad-hoc Broadcast Messaging The ad-hoc broadcast feature in Dialog Health allows you to send a mass text message to all of your subscribers or to a designated subset of subscribers. Ad-hoc broadcasts are handy when you need to get out emergent ...Manage the Triage Section
What is the Triage? Triage is similar to your inbox, however, it filters incoming responses into Unknown, Help, Other Keywords and Flow Reply folders. The Triage is meant to help the console user know who will need further assistance at a glance, ...Customize Keywords
What is a Keyword? System Keywords All incoming text messages will be replied to with a predefined System Reply. System Keywords consist of: OptIn OptOut Help Already Opted In Unknown Caregiver Confirm Opt-In Message Caregiver Opt-in Notification ...