Skip to main content

Message Manager – Create, Edit & Manage Messages and Canned Replies

Introduction

The Message Manager is the central hub in TrackStat for creating, editing, organizing, previewing, and troubleshooting all text messages, email messages, canned replies, and folders.

Location: Communications (megaphone icon) in the left navigation menu.

Use the Message Manager to:

  • View and manage every message and canned reply used across your campaigns and Inbox

  • See which messages are assigned to specific campaigns

  • Create, edit, preview, copy, delete and organize content

  • Troubleshoot message-related issues quickly

  • Filter messages by Type (Email, Text, Folder), Location (Appointment Reminder, Blast Campaign, Drip Campaign, Message Templates, Review Campaign), Folder (by name), Campaign (by name), or Master (Yes/No)

What is the Message Manager Used For?

The Message Manager displays all saved messages, canned replies, and folders in your TrackStat account. These items are used in:

  • Appointment Reminder campaigns

  • Blast campaigns

  • Drip campaigns

  • Review campaigns

  • Inbox (for canned replies)

You can directly create, edit, preview, copy, and delete the following items in the Message Manager:

  • Email Messages

  • Text Messages

  • Email Canned Replies

  • Text Canned Replies

  • Message Folders

  • Canned Reply Folders

Note: “Master” messages and canned replies cannot be deleted.

The Message Manager is a great place to visualize which messages are currently assigned to each campaign for troubleshooting.

Messages vs. Canned Replies – Key Difference

Type

Purpose

Can be used in automated campaigns?

Can be manually sent from Inbox?

Messages
(Text or Email)

Templates for automated campaigns

Yes

No

Canned Replies (Text or Email)

Templates for manual/one-on-one communication

No

Yes

What are Master Messages and Master Canned Replies?

Master Messages and Master Canned Replies are premade, built-in templates included in every TrackStat account.

  • Master Messages: Designed for automated or bulk campaigns (Appointment Reminders, Blasts, Drips, Reviews).

  • Master Canned Replies: Designed for individual, one-on-one messages sent from the Inbox or patient conversation threads.

Key Characteristics:

  • They appear with “(Master)” at the end of the name.

  • You can use them exactly as written or copy and customize them.

  • The original Master version always remains unchanged and cannot be deleted.

  • Any edits create a copy - the Master itself is never modified.

Where to Access and Copy Them:

  • Master Messages: Message Manager, Appointment Reminder campaigns, Blast Campaigns, Drip Campaigns, Review Campaigns.

  • Master Canned Replies: Message Manager, Inbox (when composing a new message), Patient conversation threads (when replying).

How to Add New Message or Canned Reply Templates

  1. Open the Message Manager (Communications → megaphone icon).

  2. Click the green + button at the top right.

  3. Choose to create a new:

    • Message (Text or Email)

    • Canned Reply (Text or Email)

    • Folder (Message or Canned Reply)

Tip: Messages can also be created and edited directly inside individual campaigns.

How to Edit a Master Message or Master Canned Reply

Important: Editing a Master item always creates a copy. You cannot modify the original Master template itself.

Method 1: Edit from the Message Manager

  1. In Communications - Message Manager, locate the Master message or Master canned reply.

  2. Click the Copy icon (two overlapping pages).

  3. Rename the copied version.

  4. Assign it to a folder (recommended for organization).

  5. Make your desired edits.

  6. Click Save.

  7. Go to the relevant campaign (if using for a campaign).

  8. In the Message / Schedule section, select the new copied version from the dropdown.

  9. Save the campaign changes (top right).

Method 2: Edit Directly Inside a Campaign (Appointment Reminder, Drip, Blast)

  1. In Communications - Open the appropriate campaign section.

  2. Click the campaign name (shown in blue).

  3. Go to the Message / Schedule tab.

  4. Click the Copy (2 pieces of paper) icon or the Edit (pencil) icon on the message.

  5. Rename the message and assign it to a folder.

  6. Make your edits.

  7. Click Save.

  8. Save the campaign changes (top right).

Note: If you edit/copy a Master message inside a campaign, the new version is automatically linked to that campaign. If you copy it in the Message Manager, you must manually assign the copy to the campaign.

Previewing Messages and Canned Replies

You can preview both messages and canned replies directly in the Message Manager by clicking the Eye icon. We recommend sending yourself a preview of the message or canned reply to your cell phone number or email address to see how they will appear to patients.

Important: Some merge fields will not populate in the preview or test messages. Merge fields such as {{PatientFirstName}} populate correctly when the actual message is generated and sent to real patients.

Troubleshooting Tips

  • If changes to a message are not appearing in a campaign, verify that you have selected the new copied version in the campaign’s Message / Schedule section.

  • Use folders to keep messages and canned replies organized and easy to locate.

  • Sort by “Edit Date,” “Location,” or “Campaign Name” columns within the Message Manager to quickly identify active messages and troubleshoot issues.

  • Remember to save changes in both the message and the campaign.

Best Practices

  • Use Master templates exactly as written when they meet your needs.

  • Copy and customize templates as needed.

  • Create and save your own custom templates for repeated use.

  • Maintain a clear folder structure to improve team efficiency and troubleshooting.

  • Regularly review the Message Manager and campaigns to ensure outdated messages are replaced with updated copies.

Did this answer your question?