Introduction
TrackStat enables you to create professional emails for two primary purposes:
- Campaign Messages – Used in automated or one-time campaigns (appointment reminders, blasts, drip campaigns). These are typically sent to multiple patients.
- Canned Replies – Pre-written templates sent manually, one at a time, during individual patient communication.
You can personalize emails using merge fields (dynamic placeholders that automatically insert patient or practice information when the email is sent).
Available Merge Fields
For Campaign Email Messages
These merge fields can be inserted into campaign emails:
`{{PracticeID}}` `{{AppointmentProviderName}}` `{{PatientFirstName}}` `{{PatientFullName}}` `{{AppointmentTime}}` `{{AppointmentDayOfWeek}}` `{{AppointmentDate}}` `{{AppointmentDuration}}` `{{OfficeName}}` `{{OfficePhone}}` `{{OfficeEmail}}` `{{OfficeAddress}}` `{{OfficeCity}}` `{{OfficeState}}` `{{OfficeZip}}` `{{OfficeWebsiteLink}}` `{{ReviewPageLink}}` `{{ReviewGateLink}}` `{{AppointmentInviteLink}}` `{{AppointmentInviteLinkNP}}` `{{PatientMobileAppLink}}` `{{GoogleReviewLink}}` `{{OfficeDirectionsLink}}` `{{OfficeMapLink}}` `{{OfficeMapImage}}`
For Canned Reply Emails
These merge fields can be used in canned replies:
`{{PracticeID}}` `{{PatientFirstName}}` `{{PatientFullName}}` `{{OfficeName}}` `{{OfficePhone}}` `{{OfficeEmail}}` `{{OfficeAddress}}` `{{OfficeCity}}` `{{OfficeState}}` `{{OfficeZip}}` `{{OfficeWebsiteLink}}` `{{ReviewPageLink}}` `{{ReviewGateLink}}` `{{AppointmentInviteLink}}` `{{AppointmentInviteLinkNP}}` `{{PatientMobileAppLink}}` `{{OfficeFormLink}}` `{{GoogleReviewLink}}` `{{OfficeDirectionsLink}}` `{{OfficeMapLink}}` `{{OfficeMapImage}}`
Tip: To insert a merge field in an email, put your cursor in the location where you would like the merge field to be and click the desired merge field from the buttons.
Creating or Editing an Email Message
1. Navigate to Communications (megaphone icon) and then Message Manager (for reusable templates) or open a specific Campaign. Note: messages or canned replies marked as a "(Master)" are templates that can be copied and edited to be used in your clinic.
2. Click the green "+" icon to create a new message or canned reply in the Message Manager, or click the pencil (edit) icon on an existing message in a campaign.
3. Use the rich text editor to build your content and insert merge fields as needed.
4. Always save your changes before exiting.
Adding Images to an Email
1. Save your image as a .png file (maximum 500 KB). Compress if necessary.
2. In the editor, click the Insert Image icon on the formatting bar.
3. Drag and drop the file or select it from your computer.
4. Confirm the image displays correctly, then save.
Note: Do not copy and paste images, as this can cause formatting or upload issues.
Creating a Hyperlink (clickable link)
1. Click the Insert Link (Ctrl+K) icon in the editor.
2. Paste the link in the URL box.
3. Type the word(s) you want the recipient or patient to see in the Text box.
4. Check the "Open in new tab" box
5. Click Insert
Embedding a Video Thumbnail
1. Click the plus "+" icon → Embed URL icon in the editor.
2. Paste the video URL from YouTube, Vimeo, Wistia, or similar video hosting platforms.
3. Click Insert.
YouTube Shorts Limitation: Shorts cannot be embedded. Use a static image or GIF with a play button and hyperlink it to the video instead.
Attaching Files
1. Save the file as .pdf, .doc, or .xls.
2. Click the plus icon with 3 dots → Upload File (paper icon).
3. Drag and drop or select the file.
4. Save your changes.
Using HTML in Email
What is HTML? HTML (HyperText Markup Language) is the code that powers the visual design of most emails and websites. It lets you add advanced formatting, colors, images, buttons, links, layouts, and other elements that go beyond basic text styling.
Use it when the regular toolbar options aren't enough for custom designs or precise control.
1. Click 3 Dots (More Misc) icon in formatting bar
2. Click the Code View icon (it looks like 2 brackets < > ).
3. Paste or edit your HTML code into the body area.
4. Save your changes.
Tip: After switching back from Code View, preview the email to ensure it looks good across different email clients (some advanced HTML may render differently).
Making a Phone Number Clickable on Mobile
1. Click Insert Link.
2. Enter the link as: `tel:+1XXXXXXXXXX` (include country code, no spaces or dashes). Example: `tel:+17603345013`
3. Enter the phone number in the Text field. Example 760-334-5013
4. Click Insert
Test by sending a canned reply to yourself and checking on a mobile device.
Email Formatting Best Practices
- Press Shift + Enter for single spacing; Enter for double spacing.
- Use tables to align text and images neatly.
- For polished designs, create artwork in Canva or Adobe Creative Cloud and insert as an image.
Troubleshooting
Cannot send email – Error appears
Common causes:
- Missing subject line
- Prohibited content (shortened links or restricted words)
- Patient has no email address in your EHR/EMR
- The email subject line character limit has been exceeded
- merge fields such as patient first name cannot be used in the email subject line
"Invalid Email Format" error
This occurs if the email address:
- Lacks an "@" symbol
- Has an incorrect or missing domain (.com, .net, .org)
- Contains capital letters or typos
Upload issues
Refresh the browser or clear cache and try again.
Important Rules and Limitations
- Patients cannot start new email conversations using TrackStat’s email address. They can only reply to emails sent from the system (this enables proper tracking of campaign responses).
- Never send Protected Health Information (PHI) via TrackStat email or text. Use secure encrypted methods for any patient records.