Introduction
TrackStat is designed to respect patient communication preferences and comply with strict legal requirements (such as TCPA and carrier rules) that protect people from unwanted messages. This article explains how to stop receiving spam texts in your business inbox, how patients can opt out and opt back in, and how staff can completely disable text and email messages for a specific patient.
1. Stopping Unwanted / Spam Text Messages in Your Inbox
Sometimes your business texting number may receive messages from non-patients, old patients, or marketing companies.
To stop these messages:
- Reply STOP to the unwanted text. This tells the sender (and the carrier) to stop sending future messages to your number.
- Block the sender - click the Edit Contact (pencil) icon in the Inbox, check Block Contact box and Save
Non-patient (not in EHR)
Patient (in EHR)
2. Patient Opt-Outs via Text (“STOP” Reply)
If a patient replies “STOP” to any automated text from your practice:
- They will immediately stop receiving all future automated text messages from TrackStat.
- Staff cannot manually override this opt-out by typing and sending a text. This is required by law.
How the patient can restart texts:
The patient must text the word START to your TrackStat texting number. Once they do this, TrackStat automatically re-enables SMS communications for them.
3. Fully Disabling Text and Email Communications for a Patient (Staff Action)
If a patient requests to stop receiving both texts and emails (or if you need to prevent all marketing messages):
Steps for Staff:
1. Go to the Inbox and search for the patient using the Inbox search. Click the Edit Contact Info (pencil) icon. Alternatively, locate the patient using the main Patient Search box and click on the patient's name in grey. Then click the Edit Contact Info (pencil) icon.
2. Click on the Office updates and announcements tab.
3. Check both boxes:
- ☑ Disable Email
- ☑ Disable Text
4. Repeat the process in the Appointment Reminders tab if needed.
4. Click the blue Save button.
Once saved, the patient will no longer receive any automated emails or text messages from your practice.
Alternative Method for Campaigns:
- Assign the patient a "not qualified” tag (or any custom tag you prefer).
- When creating or editing a campaign, go to the Audience section → Filters, exclude patients with the tag from the campaign by checking the box next to the tag until you see a red minus sign (exclude). This will exclude all patients with the "not qualified" tag from the campaign.
Important Legal Note
Legal requirements to protect consumers from spam are very strict. Patients must personally request to resume text messages by texting “START”. Staff cannot bypass opt-outs. Always respect these preferences to remain compliant.
Troubleshooting
- Patient says they texted “STOP” by mistake → Ask them to text “START” to resume texts.
- You disabled communications but the patient still receives something → Double-check that both “Disable Email” and “Disable Text” boxes are checked for both Office updates and announcements tab and Appointment Reminders tab and the changes were saved.
- Still receiving spam after replying “STOP” → Some carriers may require additional time or multiple “STOP” replies.
Keywords
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