Glossary of Terms
The following are basic and the most frequently used terms related to your Dialog Health console
Console
The term console refers to the text messaging platform that you log into and utilize.
Console Code
Your console code is the unique identifier for your console. 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, STOP reply and an UNKNOWN reply. All incoming text messages will be replied to with a predefined System Reply.
Opt-In
This is the notification text sent to the employee 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 employee 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 employee in Here
Opt-Out
This refers to when a employee 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 employee out Here
Help
A employee 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
An employee that sends your console a message that isn't a flow reply or keyword will receive an UNKNOWN reply because the incoming messages does not fit in a predefined category.
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.
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
Ad-Hoc/Mass Communication
Ad-Hoc messages are broadcast messages similar to campaign messages except Ad-Hoc messages aren't typically scheduled and . 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. Ad-Hoc's are 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 employees but only through premade templates. Users don't have access to the set up tab.
Group
All employee s must be in a group (i.e. the employee 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.
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