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.
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 instead, and your greeting setup options change. See Step 3.
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.
Note: Voicemail greetings and text message content is based on these hours so make sure they are accurate.
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
First, check how each block handles missed calls
Working hours, Non-working hours, and Lunch breaks each have their own How should we handle missed calls? setting:
Jaz AI — Jaz answers the call as a virtual receptionist. Jaz AI is an add-on available for an additional monthly fee.
Unanswered call-text — the caller hears your voicemail greeting and receives an automatic text reply.
This setting controls what you see when you edit that block's greeting:
Handler | Greeting setup |
Jaz AI | Script only. Type the message Jaz reads aloud on the call. |
Unanswered call-text | Type a voicemail script, record your own voicemail, or both. |
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:
Type voicemail script (Text-to-Speech) — type your greeting 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).
Or record your own voicemail — click Start Recording and record using your computer's microphone.
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 connected to hear it. To start over, click Delete Audio and record again.
5. Click Save.
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.”
These samples are written for blocks set to Unanswered call-text.
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)
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:
Click the Holidays tab.
Click Add holiday.
Enter the holiday name.
Set the start date and end date.
Add your message:
If non-working hours is set to Jaz AI, you will see one field, Set up the AI assistance message. Type the script you want Jaz to read on those dates.
If non-working hours is set to Unanswered call-text, you will see a dropdown with Type voicemail script (Text-to-Speech) and Record voicemail. Choose one. If you choose Record voicemail, click Start Recording under Set up the voicemail audio.
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.
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.
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.