Glossary of Hustle terms

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.

 

10DLC

10DLC is a messaging standard 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?

 

Accounts

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?

 

Accreditation Listing

The Accreditation Listing in the campaign creation form asking for a url of the non-profit from a 3rd party service like charity navigator. All non-profits must be accredited by at least one of the accreditation organizations below. 

• www.give.org – To be accredited by the Better Business Bureau Wise Giving Alliance, a nonprofit must have a current report on file.
• www.charitynavigator.org – To be accredited by Charity Navigator, a nonprofit or charity must currently have a 3 or 4-star rating.

Admins

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?
• Managers can be added to oversee groups or inboxes. When managers are added to groups, permissions include creating new groups, editing group settings, adding contacts, launching group goals, exporting group data. When a manager is added to an Inbox, permissions include creating and launching Broadcast and Dialer goals, managing inbox conversations, and viewing Organization Contacts.More info on managers can be found here: What can managers do?

 

Admin Panel

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

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?

 

Assignment Strategy

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?

Brand

For the purposes of 10DLC, a TCR brand is defined as a legal entity with an Employer Identification Number or EIN. A brand is registered to inform carriers who is sending traffic to their subscribers.

For instructions on how to register TCR brands, see How do I register for 10DLC with Hustle?

Note: Brand registration alone has no implications for messaging traffic through Hustle. No traffic is moved to the 10DLC route until a brand registers campaigns and applies those campaigns to Hustle groups.

 

Broadcast

Broadcasts are outbound messaging campaigns where Hustle will deliver an initial message automatically to contacts in an organization who are targeted in a broadcast. Replies to broadcasts from contacts are available for review from the Inbox of the organization where the broadcast was launched. For more info about how to get broadcast, see How do I get Broadcast?

 

Broadcast Goal

Similar to P2P goals, a broadcast goal is where admins write the scripts they will use for messaging the contacts targeted in each broadcast. For more info on how to launch a broadcast goal, see How do I launch a broadcast?

 

Campaign

For the purposes of 10DLC, TCR campaigns are defined as the use-cases or the kinds of messages brands text to audiences. (e.g. Marketing, Public Service Announcements, Political, Higher Education, etc.)

Campaigns are registered to inform carriers what type of traffic is being sent to their subscribers.

TCR has two classifications of campaigns available:

• Special Use Case campaigns: Special Use Case campaigns are sensitive in nature and may require additional approval (e.g. Charity or political). Details around Special Use Case campaigns are still being worked on by the carrier ecosystem, and we will publish more information as it becomes available.
  
  
• Standard Use Case campaigns: The TCR campaigns that'll be available to all qualified brands.

For instructions on how to register TCR campaigns, see How do I register for 10DLC with Hustle?

 

Campaign Verify/CV Token

Campaign Verify is a TCR Vetting Partner, which some political entities can register with directly to qualify for higher rates of throughput by using the Political TCR campaign. It is optional, but highly encouraged for political entities that qualify to register with Campaign Verify prior to registering 10DLC campaigns. Check out our help article: What is 10DLC? for a detailed run through of 10dlc tips & requirements. 

For more information about Campaign Verify specifically, see their website.

 

Compliant

The term compliant relates to your campaign's Opt-In methods, Privacy Policy, Terms & Conditions and working website.

 

Custom Fields

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?

 

Dialer

A new Hustle feature that allows agents to initiate calls with audience members ☎️

Hustle’s Dialer is currently in beta* and allows admins to launch Dialer Goals that prompt agents to call contacts using Call Scripts and send follow up text messages with Text Scripts or unscripted free responses.

 

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

Goals are outbound messaging 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?

 

Goal type

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

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?
  
  

Help Language

HELP keywords and messages are also required by 10dlc. They must include the Brand name and contact information either an email, phone number, or website where the user can get support.

Example, someone texts in HELP, they would receive the following message:
Thank you <Contact> for reaching out to <Organization>! For further assistance please email us at <email> or fill out the contact form on our website <link to form> Reply STOP to Opt Out

 

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.

 

Inbox

The Inbox is where conversation threads from Automations, Broadcast goals, and Dialer goals are managed in Hustle! More information on Inboxes here: How do I used the Inbox?

 

Integration

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 Integrations Help Articles

 

Keywords & Automations

Admins can setup specific words or phrases called Keywords that initiate one or more Hustle actions automatically. Automations refer to these keywords and their corresponding action(s).

For a detailed walkthrough of all these features have to offer see our help article, How do I use Keywords and Automations?

 

Keyword - Automations will often use keywords - a word or set of words leads can text to a phone number in order to initiate an action or enter the flow of an automation series. Keywords are not case sensitive, but must be exact.

 

Trigger - A trigger is the initial criteria that will bring a lead into an automation flow. Admins can set up triggers for when leads text a certain keyword to a phone number, when a lead is added to a specific group, or when a certain tag is applied to a lead.

 

Action - Actions are things that happen to leads as a result of an automation. There are multiple actions that can be added to an automation step including sending a message, removing/applying an opt out, adding/removing a tag, and adding/removing leads from one or more groups. The flexibility of these actions will allow admins more precision in managing leads.

 

Message Series - Admins can set up automations to create a flow of messages that are sent to leads based on triggers over a set time period, similar to a drip campaign.

 

Exit Criteria - The conditions a lead needs to meet in order to be removed from an automation. For example, admins can ensure that leads are removed from an automation if they are added to a group and/or a specific tag is applied.

 

Leads

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.

 

Lead Actions

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?

 

Non Compliant

If your Opt-In methods, Privacy Policy or Terms & Conditions are non-compliant that means that there is missing information or disclaimers within those sections of your website that will lead to your campaign being rejected. 

 

Opt-In/ Opt-In Methods

Step 3 of the Campaign Registration will ask about your opt-in methods, and you should include a clear and concise description of how an end user signs up to receive messages. This method needs to be able to be easily verified by TCR.

Opt-in must be 1 to 1, can't be shared with third parties, and can't be implied. It must be clear, conspicuous, and can't be obscured within the terms & conditions and/or other agreement(s). More details and specifics in our help article: The 10DLC Prep Checklist 🎉

 

Opt-out message

Acceptable opt-out language must include at least one of the following words: end, stop, unsubscribe, or arrêt (French). If you’re using an opt-out phrase, it must be separated by spaces (i.e., STOP2END is not acceptable; it should be STOP 2 END). Please ensure that at least one of your sample messages shows your opt-out.

 

Organization

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?

 

Personalized Clips

For Hustle organizations with personalized clips enabled, admins can require agents include short video recordings called personalized clips to accompany messages in an initial and/or reminder workflow. Personalized clips are uniquely recorded by an agent for each individual contact, unlike video clips which includes one video sent out to all targeted contacts in the goal.

Personalized clips are up to 15 seconds and only available when messaging via hustle’s web app. 

For instructions on how to use the web app, see How do I text using the Hustle web app. 

 

Phone Collection Form

The form on your brand/organization's website where folks can opt-in to receiving text messages from your organization. These are required for 10dlc Compliance. More details and specifics in our help article: The 10DLC Prep Checklist 🎉

 

Privacy Policy

Per CTIA guidelines, message senders must maintain a readily accessible, compliant Privacy Policy. The Privacy Policy should be easy to access from your brand's main website, and should be linked on all forms collecting phone numbers.

A compliant policy must explicitly state that consumer information is not shared with third-parties for marketing purposes. If your brand does engage in information sharing with third parties, we recommend adding language to your privacy policy to specify that text messaging is excluded. More details and specifics in our help article: The 10DLC Prep Checklist 🎉

 

Sample messages

Sample message can be found in Step 3 of the campaign creation form and should reflect the kinds of messages your brand will send for the Marketing use case. If your campaign has multiple use cases, you will need to provide a sample message for each use case.

Your sample messages will need to provide an introduction for the contact and the person texting and must mention the Organization and include opt-out language (which is included in the Hustle form and will be appended to all of your sample messages.) More details and specifics in our help article: The 10DLC Prep Checklist 🎉

 

Scripts

Pre-written messages drafted by admins that agents can use to text contacts. For more information see How do I write scripts?

 

Script Assistant

Script assistant is our exciting AI-powered feature to help you send out creative messages that catch people's attention by crafting unique scripts with the right tone for your audience, 🎉 When creating a new goal, Admins will set up scripts, or pre-written messages, that Agents (texters) will use to message contacts. For more info, check out How do I use the Script Assistant?

 

Stories

Hustle stories are a unique video messaging feature in Hustle Studio! For more details on what Studio has to offer, check out How do I get started with Hustle Studio?

 

Tags

Labels admins and agents can apply to contacts to capture data from conversations. For more information, see How do I use tags?

 

Targeting

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?

 

Terms & Conditions

Per 10DLC requirements, you'll need to have a readily available Terms and Conditions page especially if you are a brand offering services. The Terms and Conditions should be easy to access from your brand's main website, and should be linked on all forms collecting phone numbers. More details and specifics in our help article: The 10DLC Prep Checklist 🎉

 

Use Case

A use case is the specific reason your Brand will be sending messages using your campaign(s). You will select this in your campaign creation form and includes use cases such as Customer Service, Polling and Voting, PSA, or Mixed.

Please note that if you select Marketing as one of the use cases for your campaign, the opt-in form on the website must include a checkbox so that the end user can choose to opt-in to marketing messages or choose not to. Please also be sure your SMS disclosure includes the marketing/promotional text messages as a type of message being sent.

 

Variables

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 information, see How do I write scripts?

 

Video Clips

For Hustle organizations with MMS enabled, organization admins can add video clips to their organization for use in Hustle P2P goal scripts. How are video clips different than personalized clips? Video clips are one video sent out to all targeted contacts, while personalized clips are individual recordings made by an agent that are unique to each contact. Please see, How do I send video clips in Hustle? for step-by-step instructions! 

 

Workflows

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?