How to Review Messaging History
As a Dialog Health user, you have the ability to examine the messaging history of your audience on an individual basis. Our team provides various options for reviewing the messaging history of each person, and the AnalyticsPRO module enhances your capability to refine and organize this information. This article will guide you on locating a person's messaging history and navigating through it effectively.
Standard Console View
Within your Dialog Health console, whenever you come across an individual's First/Last Name, you can choose to click on their name for access to their messaging history. This functionality spans across the Home Tab, Person's Tab, Inbox, Outbox, and Reports.
Enhanced AnalyticsPRO View
Within the AnalyticsPRO module, when you come across an individual's First/Last Name, you can click on their name to access their messaging history. This functionality extends to the Console Activity, Broadcast Activity, Console Reachability, and Listing Reports.
Unlike the standard console view, AnalyticsPRO module offers the flexibility to customize columns in the person's messaging history. Utilize the right-menu bar to refine and organize the messaging history as required, or download to a .CSV file.
Dissecting Message History
Navigating through a person's messaging history mirrors the experience of scrolling through messages on your mobile device. In the event that the individual was successfully opted-in during the initial insertion into the Dialog Health platform, you gain access to a comprehensive "all-time" overview of all communications exchanged between your team and the recipient. A thorough understanding of the messaging history flow can assist your team in troubleshooting reasons behind whether or why a person received a particular message.
Person Opt-in Confirmation Message
The opt-in message serves as the initial communication that a person must receive before engaging with your team. Spotting the opt-in message in the person's message history serves as a clear indicator that the individual may be subscribed to receive messages from your team. Opt-in methods differ among our DH-Client Base; click HERE to explore the details. The opt-in date/time stamp becomes helpful in troubleshooting instances where a person might have missed an automated campaign message. If a person opts in after the scheduled campaign dispatch, they become ineligible to receive that specific campaign.
Person Opt-Out
If you see this message in a person's messaging history, this may indicate that they are not currently subscribed to receive messages from your team. If the message is preceded with a message from the person with the phrase "Stop", this indicates that the person opted themselves out of engagement. If you do not see this prior to the opt-out message, this indicates that your team manually opted the person out of future engagement. After opting out, the person must be manually opted-in for messaging by your team to receive any further engagement if they request to receive messages from you in the future.
Person Sent Message
This indicates that the person replied back to a message sent from your Dialog Health console.
Message Sent to Person
Your Dialog Health console is designed to initiate automated responses, such as a System Keyword Response, based on the type of text message received from the person. "Message Sent to Person" signifies that an automated response from DH, such as the Unknown System Keyword, has been dispatched to the recipient.
Note Added by User's Email Address
Your team has the capability to append notes to an individual's messaging history either directly from the Triage or through AnalyticsPRO. When a note is incorporated into the person's messaging history, the display will include the date and time stamp of the note's addition, along with the email address of the user who made the notation.
Message Sent to Person by User's Email Address
Dialog Health empowers your team to engage in personalized one-on-one conversations with your audience and execute on-demand mass messaging through our Ad-Hoc Broadcast engine. When your team sends a direct text message or an ad-hoc broadcast to your audience, the message will be presented as "Message Sent to Person" with attribution to the team member who initiated the communication.
Campaign Message Sent to Person
If your team has configured automated campaign broadcasts, you can easily verify whether the person received your campaign by examining the date and time stamp under "Campaign Message Sent to Person".
Flow Reply Sent to Person
A Flow Reply is configured to Campaign Messages which you are asking the person to reply with a specific response. If the person replies with the correct response, they will receive the custom flow reply set for that campaign. (i.e., We are checking in on you after your recent procedure. Would you like a nurse to call you today? You must reply YES or NO.).
Console Keyword Sent
If your team has configured unique Console Keywords, you will see the outgoing message displayed as shown below. To learn more about how to configure Console Keywords, click HERE.
Text4Info Sent
If your team has configured unique Text4Info Keywords, you will see the outgoing message displayed as shown below. To learn more about how to configure Text4Info Keywords, click HERE.
Person Phone Number Changed
If your team updates the person's phone number manually in Dialog Health, a time stamp will be added to the messaging history noting the previous phone number, and the new phone number.
If your team uses Caregiver Messaging, you may also see messaging stamps for incoming/outgoing messaging with the assigned caregiver. Keep reading about how to text Caregivers by navigating to the following article: How to Text Caregivers.
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