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.
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This feature helps reduce unanswered calls, minimizes time spent on the phone, and improves patient communication. It is available for an additional monthly fee.

Your office phones keep ringing as usual. Calls stay with your phone company; only texting runs through TrackStat.
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When nobody answers, your phone company routes the call to your dedicated TrackStat voicemail number.
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TrackStat plays the correct greeting based on the time of day.
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A customized text reply is sent automatically (personalized for patients vs. non-patients).
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Any voicemail left by the caller is transcribed and appears in your Inbox with both audio and text.
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Each time block has its own missed-call handler, set under How should we handle missed calls? The voicemail greetings, transcription, and automatic replies described in this article apply to blocks set to Unanswered call-text. Blocks set to Jaz AI are answered by Jaz AI voice assistant instead, and your greeting setup options change. See Step 3.
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Important: This feature only works after your phone company routes unanswered calls to your TrackStat voicemail number. This is the step that most often goes wrong. See Step 6 for exactly what to ask your phone company, plus a temporary option you can use today.

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.

These settings determine which voicemail greeting and missed-call handler TrackStat uses for unanswered calls: Working hours, Non-working hours, or Lunch breaks.

There are two hour configuration sections (Working hours and Lunch break hours) that control three voicemail recording / handler categories:

How to set Working hours

You can enter Working hours in either of these ways. Both configurations work correctly:

Important about gaps

Any gap between Working hours ranges is treated as Non-working hours. It is not automatically treated as a lunch break.

To have the system recognize a period as lunch and play the Lunch breaks voicemail (or use the Lunch breaks handler for Jaz AI), you must explicitly enter those times in the dedicated Lunch break hours fields. Otherwise the gap is treated as non-working hours.

How to set Lunch break hours

Enter the lunch period for each applicable day in the Lunch break hours section (for example, 10:00 AM - 12:00 PM or 12:00 PM - 1:00 PM).

If Lunch break hours are left blank, the Lunch breaks greeting and handler will never be used, even if there is a gap in your Working hours.

Click Save configuration at the top right after making changes.

Note: Voicemail greetings, automatic text replies, and the choice of Jaz AI vs. Unanswered call-text are based on these hour settings. Make sure the hours accurately reflect when you want each behavior.

In the Voicemail recordings section, you can configure three types of greetings:

First, check how each block handles missed or unanswered calls

Working hours, Non-working hours, and Lunch breaks each have their own How should we handle missed calls? setting:

This setting controls what you see when you edit that block's greeting:

Holidays do not have their own handler setting. They follow whatever you selected for Non-working hours. See Step 5.

To edit a greeting:

1. Scroll to Voicemail recordings.

2. Click the Edit button for the desired category.

3. What you see in the edit window depends on that block's handler.

If the block is set to Unanswered call-text, you have two fields:

If the block is set to Jaz AI, you will see a single script field. Type what you want Jaz to say. There is no record option, because Jaz reads your written script during the call rather than playing a recorded voicemail.

4. To check your recorded voicemail audio, preview it with the player. You need speakers or a headset connected to hear it. To start over, click Delete Audio and record again.

5. Click Save.

Sample Voicemail Greetings (customize as needed):

These samples are written for blocks set to Unanswered call-text.

1. Click the Automatic replies tab.

2. Edit the text messages for each scenario:

Use these merge fields where appropriate:

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.

Holidays follow your Non-working hours setup. Whatever you selected under How should we handle missed calls? for non-working hours also applies on the holiday dates you add, and it determines what you see in the Holiday window.

Each holiday still gets its own message. Holidays do not reuse your non-working hours greeting text.

To add a holiday:

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.

4. The Holiday window reminds you of this at the bottom. Set up the holiday automatic reply regardless of which handler your non-working hours uses.

Q: How do I add a holiday message?

A: Go to Communication (megaphone icon) → Incoming Communications → Holidays tab → Add holiday. Enter the holiday name and date range, then add your message. Holidays follow your non-working hours setting: if it is set to Jaz AI, you type an AI assistance message for Jaz to read. If it is set to Unanswered call-text, you can type a voicemail script or record a voicemail. 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.

TrackStat can only answer calls your phone company sends to it. Your office phones keep ringing as usual, and only calls nobody answers go to TrackStat. You set this up with your phone company, not in TrackStat.

1. Find your TrackStat voicemail number. It is in the bottom right corner of Communication → Incoming Communications → Settings.

2. Contact your phone company (business support chat, their online portal, or by phone) and say:

“I’d like to set up Call Routing No Answer (also called conditional or delayed routing) on [main office number]. When a call isn’t answered after 5 rings, Route it to [TrackStat voicemail number]. Please don’t route all calls, only unanswered ones.”
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Also ask:

3. Instructions for common phone companies (these are suggestions based on AI, you need to check with your phone company)

Need it working today? Use *72 temporarily.

⚠️ *72 routes every call, not just unanswered ones. Your office phones won’t ring and every caller gets the TrackStat voicemail (or Jaz). Only use it until your phone company sets up no-answer routing. Some internet phone systems don’t support *72. For those, use their app or portal.
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Recommended ring counts:

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. If your old voicemail answered the test call instead of TrackStat, your phone company is not sending unanswered calls to TrackStat yet. Go back to Step 6.

The Voicemail Configuration feature gives you full control over how TrackStat handles unanswered 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.

Q: Where can I see voicemails left by patients?

A: To view patient voicemails, go to the Inbox and filter by Message Type > Audio Messages, then sort by Most Recent Voicemail.

The filter will still display patients with a voicemail even if automated or manual text/email messages were sent or received after the voicemail.
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Note: If a voicemail was received while the caller was a non-patient, and the non-patient contact was later merged with a patient contact, that patient will not appear in the Audio Messages filter based on the voicemail received before the merge.
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Q: Should I enter Working hours as one continuous range or with a break in the middle?

A: Either way works. Continuous ranges (for example 8:00 AM - 5:00 PM) and split ranges both function correctly. The key point is that any gap in Working hours is treated as Non-working hours. To use the Lunch breaks greeting and handler, you must explicitly enter the lunch times in the Lunch break hours fields.