How to Hide or Add Keyword Responses in Triage
What is the Triage?
The Triage is similar to your inbox but it filters incoming replies into Unknown, Help, Other Keywords, or Flows folders which helps the console users know which patients/staff members need further assistance. To learn more about how to manage the Triage, click HERE.
Dialog Health offers the capability to personalize the Triage further by showing or hiding the responses that are most pertinent to your team. The Keywords that are accessible for this type of personalization include:
- SYSTEM: Help
- SYSTEM: Unknown
- Console Keywords
- TXT4Info
In the steps below, I will be using the Help Keyword as my example. The workflow is the same to enable/disable each applicable Keyword mentioned above. To learn more about creating and editing keywords, click HERE.
Hiding a Keyword Response from Triage
1) Go to the Setup tab. This tab is only available to users who have admin or manager level access, however, mangers are unable to edit keywords.
2) Within the Keywords tab, select Edit next to the Help Keyword.
3) Within the Edit window, you have the capability to change the verbiage of the message, and you can decide whether or not you'd like to see subscriber's response to this Keyword in your triage. In my example, I currently have the message flagged on to show in the Triage, I will uncheck the Show in Triage box, then select Update once completed.
Now that you have unflagged the Help Keyword response from showing in Triage, all existing responses nested in the Help section will be hidden, and all future incoming responses will not populate. You will still see the tab located in your Triage, even though it is not in use. When subscribers text HELP, they will still receive the Help Keyword Response that you created, however, you will no longer directly see those subscribers that do text back HELP.
Adding a Keyword Response to Triage
1) Go to the Setup tab. This tab is only available to users who have admin or manager level access, however, mangers are unable to edit keywords.
2) Within the Keywords tab, select Edit next to the Help Keyword.
3) Within the Edit window, you have the capability to change the verbiage of the message, and you can decide whether or not you'd like to see subscriber's response to this Keyword in your triage. In my example, I currently have the message unflagged so it will not show in the Triage, I will check the Show in Triage box, then select Update once completed.
Now that you have flagged the Help Keyword response to show in Triage, when a person texts HELP to your console. you will see their text message under the HELP tab in Triage.
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