This onboarding guide walks new TrackStat users through the core workflows - Inbox messaging, patient search, canned replies, tags, and the key reports - so front desk and admin staff can work independently.
🎯 Purpose
This article explains the core TrackStat workflows that new employees must learn before using the system independently.
👥 Audience
New TrackStat users
Front desk, administrative, and support staff
✅ Completion criteria
A new employee has completed onboarding when they can:
Find a patient and send a 1-to-1 message
Close any open conversation
Create and use canned replies and tags
Use Follow Up, Recall, Cancelled/Missed, and Appointment Reports
Save and switch between filters
Send bulk messages from reports
Understand the difference between canned replies and campaign messages
📖 Key definitions
Inbox (Communication Inbox)
The Inbox is where all patient and internal message conversations appear. Conversations can be replied to or closed.
Default view is Conversation → Open + Messages → All Messages. The red Unread badge highlights conversations with an unopened inbound message. Closing a conversation removes it from the Open list (this is how finished work is archived).
Patient Search
Used to locate patient records using name, phone number, or other identifiers.
Canned Reply
A saved message template used for 1-to-1 messaging only. Can be used from the Inbox or from reports when sending a message to a patient. Canned replies are not used for campaigns.
Campaign Message
Used for campaign-based messaging such as appointment reminders, blast or drip marketing, or review campaigns. Campaign messages are separate from canned replies.
Tag
A label added to a patient record. Tags are used for filtering, reporting, and follow-up workflows.
Saved Filter
A stored set of filter rules that can be reused and toggled on reports. (The Inbox does not have Saved Filters; it remembers the last filter selection and has a Reset Filters button that returns the default Open + All Messages view.)
Follow Up Report
Shows patients who require follow-up actions based on follow-up dates or workflow rules.
Recall List
Identifies patients who are due or overdue for recall based on the time since their last visit.
Cancelled/Missed Report
Shows cancelled or missed appointments that may require follow-up.
Appointment Report
Used to review upcoming schedules, identify gaps in care, balances, and patients who may need outreach.
Bulk Message
Sends the same message to multiple patients at once using a report-generated list.
📥 1. Inbox basics
Goal: Learn how to find, reply to, and close conversations.
Navigation: Communication → Inbox
Steps:
Open the Communication Inbox.
Confirm the default view is Conversation → Open + Messages → All Messages. If not, click the circular Reset Filters icon.
Search for yourself.
Send yourself a message.
Reply to the message.
Close the conversation (click the lock icon).
Important rules:
Any open conversation can be closed. A reply is not required before closing.
Closing removes the conversation from the Open list (this is how finished work is archived).
A new inbound message on a Closed conversation automatically reopens it.
Use the red Unread badge to spot new inbound messages.
You are done when:
The conversation status shows Closed.
Help article:
🔍 2. Patient Search
Goal: Find and open a patient record.
Navigation: Patients → Patient Search
Steps:
Open Patient Search.
Search for yourself or another team member in your EHR.
Open the patient record.
You are done when:
The patient chart opens successfully.
Help article:
💬 3. Create a canned reply (1-to-1 messaging)
Goal: Create a reusable message for individual patient communication.
Steps:
Click on any patient → Click canned reply → Open any folder → Add reply.
Create a new canned reply.
Write a message your office would realistically send to a single patient.
Save the canned reply.
Important rule:
Canned replies are used only for 1-to-1 messaging from the Inbox or reports. Canned replies are not used for campaigns.
You are done when:
The canned reply appears in the canned replies list.
Help article:
🏷️ 4. Tag a patient
Goal: Add a tag to support filtering and follow-up workflows.
Steps:
Open your patient record.
Click the tag icon → Add a tag.
Add the tag “follow up”.
You are done when:
The tag appears on the patient chart.
Help article:
🔁 5. Follow Up Report
Goal: Locate a patient on the Follow Up Report.
Navigation: Reports → Follow Up Report
Steps:
Open the Follow Up Report.
Use filters or search to find yourself.
You are done when:
Your name appears on the report.
Help article:
📞 6. Recall List Report
Goal: Learn recall ranges and exclusion filtering.
Navigation: Reports → Recall List
Steps:
View the following ranges:
Last 10 days
Between 1–6 months
Between 12–18 months
Create a custom range: Between 6–12 weeks.
Exclude a patient using a tag: Add a minus sign (-) before the tag name.
You are done when:
The excluded patient no longer appears.
Help article:
🚫 7. Cancelled/Missed Report
Goal: Practice follow-up dates and due-date filtering.
Navigation: Reports → Cancelled/Missed
Steps:
Open the Cancelled/Missed Report.
Set follow-up dates on patients.
Filter follow-ups that are due this week.
You are done when:
Only patients due this week are shown.
Help article:
🔧 8. Saving filters
Goal: Save and reuse report filters.
Navigation: Any patient or statistics report → Filters
Steps:
Create a filter.
Save the filter.
Toggle between saved filters.
You are done when:
You can switch between saved filters.
Note: Saved Filters are for patient and statistics reports. The Inbox does not have Saved Filters; it remembers your last filter selection. Use the circular Reset Filters icon in the Inbox to return to the default (Conversation → Open + Messages → All Messages).
Help article:
📅 9. Appointment Report
Goal: Review schedules and identify patients needing attention.
Navigation: Reports → Appointment Report
Steps:
View your next scheduled day.
Filter out Cancelled and Rescheduled appointments.
Sort by Last Visit Date.
Identify: patients out 3–4+ months, visit types scheduled, patients with no future visit, patients with a balance.
You are done when:
You can explain which patients need additional attention and why.
Help article:
📣 10. Send a bulk message
Goal: Send a message to multiple patients using a report.
Navigation: Reports → Appointment Report → Bulk Message
Important rule:
Bulk messages send the same message to multiple patients and cannot be undone once sent.
Help article:
❓ FAQs
Q: Can I close a conversation without replying?
A: Yes. Any open conversation can be closed, even if no reply was sent. Closing is how you archive finished work from the Open list.
Q: What is the difference between canned replies and campaign messages?
A: Canned replies are used for 1-to-1 messaging from the Inbox or reports. Campaign messages are used for campaign-based messaging (reminders, drips, blasts, review requests).
Q: Why can’t I find a patient in Patient Search?
A: Try different identifiers (full name, phone number). The patient may not exist in the system or you may not have access.
Q: What does a minus sign before a tag do?
A: It excludes patients with that tag from report results.
Q: Why don’t I see a report?
A: You may not have permission to access that report.
Q: Can bulk messages be recalled or undone?
A: No. Bulk messages cannot be undone once sent.
Q: Why doesn’t my Inbox show the default Open + All Messages view?
A: Click the circular Reset Filters icon in the Inbox. TrackStat remembers your last filter selection until you reset it.
🆘 Need help?
Review this article first.
If you still need help, reach out with specifics (screenshots, action, expected result).
To schedule a call after reviewing: https://trackstat.as.me/TSTraining