Introduction
TrackStat's AI Assistant, Jaz, is a virtual receptionist that answers your office calls, identifies patients, answers questions, and schedules appointments directly in your EHR. Jaz is especially valuable during peak times, lunch breaks, and after hours when calls often go unanswered.
What Jaz does:
Answers calls naturally and handles multiple calls at once.
Identifies patients by matching the caller's phone number to your EHR and confirming full name and date of birth.
Books, reschedules and cancels appointments for new and existing patients using your Online Scheduling settings, and syncs them to your EHR.
Answers common questions using FAQs you customize (hours, services, insurance, policies).
Transfers to a person when a caller asks, using the number you choose for that time of day, or sends them to voicemail.
Runs when you want: all the time, after hours only, lunch breaks, or other periods. When Jaz is off, calls follow your standard voicemail and text back.
In a nutshell: setting up Jaz is two things — setting up Online Scheduling (what Jaz can book) and setting up Jaz in Incoming Communications (when Jaz answers, where transfers go, and your FAQs). Then your phone company routes unanswered calls to TrackStat.
How to Request Jaz
Jaz AI is available for eligible clinics using compatible EHR systems such as ChiroTouch Classic (server) or ClinicMind/Genesis. It currently supports English only. Jaz is an add-on with an additional monthly cost.
Request activation: Contact TrackStat Support to review plans and enable Jaz on your account. Details are also available at https://www.trackstat.org/.
Accept consent: Go to Communication (megaphone icon) → Incoming Communications → Jaz AI, then review and accept the terms. This must be completed by an authorized representative of the business.
Prerequisites
Online Scheduling Enabled — Jaz books using your Online Scheduling settings. Any appointment type that is Available for online scheduling is also available to Jaz. See How do I configure and customize online scheduling options?
Unanswered Call Handling Activated — routes calls to Jaz when enabled.
Phone Company Routing Set Up — Jaz can only answer calls your phone company sends to your TrackStat voicemail number. Ask your phone company for Call Forwarding No Answer to that number. This is the most common reason Jaz never answers. See Step 9 of Setup below, and Step 6 of Set up the unanswered call text response and voicemail feature.
Recommendation for Simplicity: Many clinics hesitate due to complex scheduling rules. Keep it simple! Start with your most common appointment types. Patients do not understand "Visit Purpose" terminology — they simply want to book an appointment. Over-complicating options is a leading cause of patient and staff frustration with AI assistants.
Setup
Set Office Hours and Lunch Hours: Go to Communication (megaphone icon) → Incoming Communications → Settings and enter your office hours and lunch hours. Jaz uses these to know whether a call is coming in during office hours, lunch, or after hours.
Turn On Jaz and Choose When It Answers: Toggle Jaz on. You can have Jaz answer all the time, or only during specific periods such as after hours or lunch.
Choose Where Transfers Go: When a caller asks to talk to a person, Jaz transfers to your office number by default. You can choose a different destination for each time period, for example:
Lunch: transfer to a cell phone or a different number on your phone system.
After hours: send the caller straight to voicemail instead of the office number. You can play the voicemail greeting on this page to hear what callers will hear.
Set the Age Range Filter (Optional): If an existing patient in your database falls within the age range you set, their call bypasses Jaz and goes to your voicemail and text back instead. Most clinics get very few complaints about Jaz, and the ones they do get usually come from older patients, so this lets those callers skip the AI.
Configure Providers and Appointment Types: Go to Extras (3 dots icon) → Scheduling → Settings. On the Visit Purpose and Providers tabs:
Turn CALC on for your most recently used, most common appointment types. CALC on does not by itself make an appointment type bookable.
Set which appointment types are Available or Change Only for each provider. This is what Jaz will be able to book, reschedule or cancel.
Add alternate names for appointment types and providers (e.g. "adjustment", "chiropractic visit", "Doctor John") so Jaz recognises them.
Click play to check each phonetic pronunciation and adjust any that sound wrong. Check the provider's display name and phonetic name too.
Import & Customize FAQs:
Note: Administrator role required. Only users with the Administrator role can manage FAQs — importing from the template library, uploading FAQs, and creating new FAQs. Users with the Manager and User Plus role cannot perform these actions. If you need FAQs added or updated, ask an Administrator at your office.Go to Communication (megaphone icon) → Incoming Communications → FAQs tab.
Click Templates, select categories, and import. TrackStat's built-in template library has pre-made healthcare FAQs, so you don't have to write from scratch.
Edit as needed (max 100 active FAQs). Your current count is shown in the upper right of the FAQs page.
Add FAQs for the questions your callers actually ask. For example, give a specific response for people calling about a radio or online ad you're running, or answer common insurance questions.
Save changes.
Route Calls with Your Phone Company: Ask your phone company to route unanswered calls to your TrackStat voicemail number after 5 rings or 30 seconds (some systems count rings, others count seconds).
Easiest way: if you have a login to your internet phone system (VoIP), log in and open a support chat. You're already identified, so there's no waiting on hold or giving account numbers and passcodes. Tell them: "I want calls routed to [TrackStat voicemail number] after 5 rings or 30 seconds when they aren't answered."
Most common mistake: the phone company forwards all calls instead of routing only unanswered calls. Your office phones should still ring first.
Confirm it: once they say it's done, call your office number and let it ring out to make sure Jaz answers.
Temporary workaround: while you sort out routing, you can dial *72 plus your TrackStat voicemail number to forward all calls after hours, then dial *73 when you're back in the office to turn it off. This isn't a good long-term solution.
For instructions for Comcast, Cox, Spectrum, RingCentral, Ooma and others, see Step 6 of Set up the unanswered call text response and voicemail feature.
Test: Call in, schedule a test appointment, and verify it appears in your EHR. Have team members test scheduling as if they were patients. If your team cannot successfully schedule via Jaz, patients won't be able to either. When testing with staff or test patients, make sure date of birth, email and cell phone are complete and consistent across all case types, and that the test phone number isn't attached to multiple test patient accounts.
Setup Tips
Review historical data. The Visit Purpose tab opens sorted by most recently used appointment types, and the Total Appts column shows how often each has been booked. Use this to pick the types your clinic actually relies on, and make as many of them available as you can.
Keep provider display names simple. Remove middle initials and complex credentials. For multi-location clinics, use City Name + Provider Name (e.g. "Las Vegas – Dr. Smith").
Fix pronunciations. Periods slow the speech down, and credentials such as "LAC" can come out wrong. Ask any AI tool for a few phonetic spellings of the word and try them until it sounds right.
Verify accuracy. Double-check spelling of provider names, appointment types and clinic info.
Avoid combo appointments. Appointments using multiple Visit Purposes at once cannot be scheduled or rescheduled via Jaz.
Clean up legacy data. Old appointments with inactive providers or discontinued Visit Purposes can confuse Jaz.
"The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency." — Bill Gates
Questions? Reach out to TrackStat Support or schedule a call, and we'll help you get Jaz going.
AI Credits
AI credits work like minutes on a prepaid phone plan. Each credit roughly equals 1 minute of AI voice conversation time.
A typical quick scheduling call might use 2–5 credits.
Longer calls with more questions use more credits.
Your plan includes a set number of credits each month.
To see your remaining AI credits, hover over the Inbox icon. Administrators can see this month's usage in Account Settings → Inbox Usage.
FAQs
Where do I control what Jaz can book?
In Extras → Scheduling → Settings, on the Visit Purpose and Providers tabs. Anything set to Available for online scheduling can also be booked by Jaz. If you don't want Jaz booking something, set its Avail or Change value to Not Avail or Change Only for that provider. Jaz no longer has its own separate provider and appointment type pages.
Can Jaz reschedule or cancel appointments?
Yes, for appointment types set to Available or Change Only, as long as your Online Scheduling preferences allow rescheduling and cancelling.
What happens if a caller asks for a time that isn't available?
If a caller asks for a time that isn't available for online scheduling (for example, a Saturday), Jaz tells them it's not available and offers the closest available day.
Can I edit the Jaz greeting?
No. Every Jaz call opens with a standard greeting that identifies Jaz as an AI assistant, lets the caller know the call may be recorded, and explains what Jaz can help with. Your clinic name is inserted automatically. The greeting cannot be edited, shortened, or turned off.
Callers say the wait is too long. What can I do?
On a forwarded call, callers also hear your office phone ring before it forwards to Jaz. To shorten the total wait, reduce the number of rings before calls forward to Jaz, or route calls directly to Jaz so there's no ring delay. Both are changes in your phone system, not in TrackStat.
What information does Jaz collect from new patients?
Jaz captures the caller's name, date of birth and cell phone number. It does not collect an email address. The patient record and appointment are created in your EHR after the call.
How do new patients booked by Jaz get their intake forms?
Because Jaz always collects a cell phone number, new patients receive your appointment confirmation and reminder texts. As long as your confirmation or reminder text template includes the intake form link, they will get their forms.
What if Jaz mishears a new patient's name?
Jaz confirms the patient's information before ending the call. TrackStat also sends every Jaz-booked new patient a follow-up text showing the spelling on file, with a link to correct it. Existing patients are matched to their EHR record and don't receive this text.
Where can I see what Jaz did on a call?
Call summaries are in the Inbox under the Message Type → Audio Messages filter. Appointments Jaz booked appear in Extras → Scheduling → Online Appointments, along with bookings from the online scheduler and the Scheduler Pro mobile app.
Can Jaz take payments?
No. See Jaz AI Assistant – Payment Collection for Appointments.
Troubleshooting Tips
Jaz Not Answering: Check operating hours and that the feature is toggled on. Then call your office line from a cell phone and let it ring out. If your old voicemail answers or it just keeps ringing, your phone company is not sending unanswered calls to TrackStat yet. See Step 9 of Setup above and Step 6 of Set up the unanswered call text response and voicemail feature. For hunt groups, simultaneous ring or caller ID problems, see Troubleshooting voicemail routing issues and Jaz AI Assistant.
Jaz Doesn't Answer for Some Patients: Check the age range filter. Existing patients within that age range skip Jaz and go to voicemail and text back.
Jaz Mispronounces a Name: Adjust the phonetic pronunciation for that provider or appointment type and click play to check it. Remove periods and credentials that trip it up.
Jaz books a provider or appointment type it shouldn't: Set that appointment type's Avail or Change value to Not Avail or Change Only for the provider concerned.
Jaz won't book an appointment type you expect: Confirm CALC is on for that appointment type, and that Avail or Change is set to Available for that provider. If it's set to Change Only, Jaz can reschedule and cancel but cannot book new appointments of that type.
A provider shows a red dot: That provider has no appointment types set to Available, so neither patients nor Jaz can book with them. Set at least one to Available.
Inaccurate Availability: Review provider availability, blocked times, and allowed appointment types.
Identification Issues: Ensure phone numbers are current in the EHR.
Combo Appointment Errors: Avoid multi-purpose bookings.
Poor Patient Experience: Simplify options and expand FAQs.