This page provides a guide to the terms used throughout the Hustle messaging platform.
Note: You can use the keyboard shortcuts Ctrl + f (Windows) or ⌘ + f (Mac) to quickly find a word or phrase.
Text engagements using Hustle have three levels of administration: accounts, organizations and groups. Account administration is the highest level; multiple organizations are collected into accounts and managed by account admins. For more information, see What can account admins do?
Admins are the users responsible for adding agents, contacts, goals and other admins to Hustle. Admins direct outbound campaigns and set various permissions using the settings and options available to them. For more information, see What are the different Hustle admin roles?
Note: The managers of the text engagement are likely admins and can decide who else needs those permissions.
The three levels of admin permissions:
- Account admins manage accounts have the permissions to create orgs. and enable mms, as well as all other permissions. For more information, see What can account admins do?
- Organization admins have the permissions to change all of the settings in an organization. Settings changed by an organization admin can affect all groups in the organization. For more information, see What can organization admins do?
- Group admins can only edit group settings; this is limited to adding contacts, adding agents, and creating goals. More info on group admins can be found here: What can group admins do?
The Admin Panel is where admins set up organizations, groups, create goals, add agents, download reports, etc. For more info, see Admin Quick Start.
Agents are the individuals in your org. who text and message contacts (leads). For info on how to add agents to groups, see How do I add agents to groups?
The assignment strategy decides what agents will be in the goal and which contacts can message those agents.
Groups created on and after July 21, 2021 use the Shared strategy to distribute contacts to agents.
- In Shared groups, even if the contact is assigned or unassigned, there’s only one thread of conversation history between agents and the contact in the group. For more information about using Shared groups, see How do I use Shared groups?
In groups created before July 21, 2021, admins choose between two different assignment strategies, Anyone & Assigned to distribute contacts to agents while creating goals.
- In Anyone & Assigned groups, contacts use a mix of multiple, different threads, even if conversations are between the same agents and contacts in the group. For more information about using Anyone & Assigned groups, see What are the different ways agents can message contacts?
A custom field allows admins to create another field in Hustle to store specific information about contacts. Custom fields can be set to be hidden from agents and used to segment audiences, or as a variable in scripts to personalize messages. This can include city, state, email, etc. For more information, see How do I use custom fields?
Event Start Time / Shift Start Time / Target Date
The date and time that populates variables that you can use in scripts. This can change based on the type of your goal. For more info see How do I use Hustle goals?
Goals are outbound campaigns, created by admins, where agents use pre-written scripts to start conversations with contacts in a group. Agents in the group send messages for goals using the web app or the mobile app. For more information, see How do I use Hustle goals?
The type of form a goal uses; different forms (goal types) have different features available to them. For more information, see What are the types of goals?
Groups are where admins manage their agents, contacts, and launch goals. For more information, see What can groups admins do?
- Groups created on and after July 21, 2021 use the Shared strategy to distribute contacts to agents. For more information about using Shared groups, see How do I use Shared groups?
- In groups created before July 21, 2021, admins choose between two different assignment strategies, Anyone & Assigned to distribute contacts to agents while creating goals. For more information, see What are the different ways agents can message contacts?
Hustle mobile app
The Hustle app agents can download from the Apple iOS App Store or the Android Google Play Store to message contacts. For more information, see How do I text using the Hustle mobile app?
Hustle web app
The Hustle website agents can use to message contacts. To access the Hustle web app, log in to web.hustle.com/login.
A connection that can be setup between Hustle and a third party database. Note: At this time, Hustle only integrates with VAN, Salesforce, Blackbaud Luminate Online and Evertrue. For more information, see https://help.hustle.com/hc/en-us/categories/360001368814-Integrations
Leads are your contacts that your agents will be texting. Examples of leads include members, prospective donors, voters, etc. Note: In Hustle, the phone number is the unique identifier; one phone number equals one lead.
The response agents mark when contacts reply with their answer to the goal (Yes, no, support, etc.). For more information, see How do I text using the Hustle web app?
Organizations hold and separate the different groups admins work in. Organizations are managed by org. and/or account admins. For more info, see What can organization admins do?
Pre-written messages drafted by admins that agents can use to text contacts. For more information see How do I write scripts?
Labels admins and agents can apply to contacts to capture data from conversations. For more information, see How do I use tags?
How a goal will segment and specify which contacts in a group agents will message. Goals can target contacts by tags, custom fields, or the results of previous goals (from the same group). For more information, see How do I target contacts in my goals?
A field that can be inserted into scripts, which auto-populates with information based on the contact and how the goal is set up. For more informations, see How do I write scripts?
Each goal is made up of two workflows, initial "to do" workflows and reply workflows. In these workflows, agents use pre-written scripts or personalized messages to start and respond to conversations. For more information, see How do I use Hustle goals?
- Reply workflows: Also known as response workflows; where agents reply to unread messages from contacts. For more information, see How do I text using the Hustle web app?
- To do workflows: Also known as initial workflows; where agents begin the conversation with contacts and send the first message. For more information, see How do I text using the Hustle web app?
10DLC is a messaging standard yet required by major US carriers. 10DLC only applies to organizations messaging in the U.S. (and U.S. territories) using 10-digit long code phone numbers.
Hustle Admins will need to take some steps in Hustle to register their messaging traffic with carriers in order to comply with the requirements of 10DLC. For more information, see What is 10DLC?