Introduction
TrackStat’s Incoming Communications Unanswered Call Text response Voicemail feature automatically answers unanswered calls with a professional voicemail greeting and sends a helpful text message to the caller. It supports different greetings and replies based on office hours, lunch breaks, and holidays. Voicemails are transcribed and delivered to your TrackStat Inbox for easy review.
This feature helps reduce unanswered calls, minimizes time spent on the phone, and improves patient communication. It is available for an additional monthly fee.
How It Works
Unanswered calls route to your dedicated TrackStat voicemail number.
TrackStat plays the correct greeting based on the time of day.
A customized text reply is sent automatically (personalized for patients vs. non-patients).
Any voicemail left by the caller is transcribed and appears in your Inbox with both audio and text.
Note: You must configure call routing with your phone carrier for this feature to work.
Step-by-Step Configuration Guide
Step 1: Access Voicemail Configuration
1. Log in to your TrackStat account at https://app.trackstat.org/
2. In the left sidebar, click Communication (megaphone icon).
3. Click Incoming Communications.
The Settings tab opens by default.
Step 2: Configure Office Hours and Lunch Breaks (Settings Tab)
Set your Working hours for each day of the week.
You can set multiple working slots per day if needed.
Set Lunch break hours where applicable.
Click Save configuration at the top right.
Step 3: Set Up Voicemail Greetings (Audio or Text-to-Speech)
In the Voicemail recordings section, you can configure three types of greetings:
Working hours
Non-working hours
Lunch breaks
To edit a greeting:
1. Scroll to Voicemail recordings.
2. Click the Edit button for the desired category.
3. In the edit modal (example: Working Hours Edit), you can use one of the options below:
Option 1 – Type a Message (Auto-Generated Voice): There is no specific "Text to Speech" button. Simply type your message directly into the text box, and the system will automatically convert your text into a computer-generated voice for the voicemail. (Note: This is the least preferred option due to the robotic sound).
Option 2 – Upload Audio: Create a voice recording using a separate audio recording software or app. Click Upload Voicemail (blue button) and select your saved .mp3 file.
Option 3 – Record Audio: Click Start Recording (yellow button) and record directly using your computer's microphone.
4. Preview the audio using the player (click the play button). Note: you must have speakers connected to your computer in order to hear the recording.
5. Click Save.
Important Audio Upload Tips & Troubleshooting
Supported format. Only .mp3 files are accepted.
File size limit: Keep files under 5 MB (shorter greetings usually work best).
Common issues and fixes:
Upload button does nothing or fails → Convert your file to .mp3 using Audacity (free for PC/Mac) or GarageBand (Mac).
Still failing? Try Chrome or Edge browser (Safari can have issues). Clear browser cache, refresh the page, or try a smaller test file (< 3 MB).
Microphone not working for recording? Allow microphone permission in your browser.
If both text and audio are added, the audio recording takes priority.
Sample Voicemail Greetings (customize as needed):
Working Hours: “Hi, you have reached {{OfficeName}} during normal business hours. We are either on the phone or helping another patient. For a quicker response, please text, otherwise leave your message after the tone. If this is an emergency, please hang up and dial 9-1-1.”
Non-Working Hours: “Hi, you have reached {{OfficeName}} outside of our normal business hours. For a quicker response, please text, otherwise leave your message after the tone. If this is an emergency, please hang up and dial 9-1-1.”
Lunch Hours: “Hi, you have reached {{OfficeName}} during our lunch hours. For a quicker response, please text, otherwise leave your message after the tone. If this is an emergency, please hang up and dial 9-1-1.”
Step 4: Customize Automatic Text Replies (Automatic Replies Tab)
1. Click the Automatic replies tab.
2. Edit the text messages for each scenario:
Patient calls and leaves a voicemail
Patient calls but does not leave a voicemail
Non-patient calls and leaves a voicemail
Non-patient calls but does not leave a voicemail
Use these merge fields where appropriate:
{{PatientFirstName}}
{{AppointmentInviteLink}} (existing patients)
{{AppointmentInviteLinkNP}} (new patients)
{{OfficeName}}
Pro Tip for Busy Offices:
Encourage texting and online scheduling by adding lines like:
“Please text us at {{OfficePhone}} for a quicker response” or “Visit {{OfficeWebsiteLink}} to schedule an appointment” in your voicemail greeting.
Step 5: Set Up Holiday Messages (Holidays Tab)
1. Click the Holidays tab.
2. Click green Add Holiday button.
3. Enter:
Holiday name
Start and end dates
Custom text message or audio greeting (choose text-to-speech, upload .mp3, or record)
4. Click Save.
You can edit or delete holidays later as needed.
Additional Step – Add Automatic Reply for Holidays:
1. Go back to the Automatic replies tab.
2. Select Holiday Hours.
3. Add the text message that should be sent during holidays.
Q: How do I add a holiday message?
A: Go to Communication (megaphone icon) → Incoming Communications → Holidays tab → Add Holiday. Then add a matching automatic reply in the Automatic Replies tab under Holiday Hours. If you cannot see these options, contact your manager or administrator.
Step 6: Configure Call Routing with Your Phone Carrier
Contact your provider and request “No Answer” routing to your TrackStat voicemail number. Your TrackStat voicemail number can be found at the bottom of right corner of the Incoming Communications > Settings page.
Recommended:
5–6 rings during working hours
3–4 rings outside working hours
Step 7: Test the Setup
1. Call your office line from another phone and let it ring until it routes.
2. Verify the correct greeting plays.
3. Leave a test voicemail (optional).
4. Confirm you receive the correct text reply within about 1 minute.
5. Check your TrackStat Inbox for the transcribed voicemail. Select Message Type filter and check the Audio Messages box. Then click the dropdown at the top of the page and select Sort by most recent voicemail.
6. If you do not see any Audio messages, that usually means the voicemail feature is not set up, calls are not routing to your TrackStat voicemail number or the caller did not leave a voicemail.
Conclusion
The Voicemail Configuration feature gives you full control over how TrackStat handles missed calls, voicemails, and automatic replies. Proper setup helps your busy clinic reduce phone time and respond to patients faster.
Note: If a patient/non-patient hangs up before listening to the whole voicemail, they will still receive the generated text response.