Introduction
Welcome to TrackStat! We’re excited to help you use your existing office phone number for seamless patient texting (appointment reminders, two-way SMS, etc.).
Hosted messaging lets TrackStat “borrow” the texting portion of your clinic’s phone number so messages appear to come from your familiar office number.
Important Note: TrackStat is not a phone carrier. We work with your existing carrier and our texting vendor to enable this feature. The process requires carrier approval and behind-the-scenes configuration, which is why it takes time.
Typical Time Frame Hosting your office number for texting usually takes a minimum of 48 hours and can take significantly longer.
Due to rising spam abuse and strict TCPA regulations, carriers have tightened their approval processes. This has made hosting more time-consuming than in the past.
What to Expect During Hosting
There will be some downtime for the texting features on your office number while configurations are applied.
TrackStat automatically provides and connects a temporary texting number to your account. You can immediately use this number to send appointment reminders and other messages while we complete hosting.
During the transition, patients who text your office number may not receive an immediate response, as messages could be affected by the in-progress changes.
Why It Takes Time
Your phone number still belongs to your original carrier. They must review and approve our request to enable texting through TrackStat.
Significant technical configuration happens behind the scenes - these steps are required for compliance and security but are outside TrackStat’s direct control.
We do everything possible to speed this up: our team follows up with the texting vendor multiple times per day. We want your setup to go smoothly and quickly, but we do not control the approval and configuration process.
Tips for New TrackStat Customers
Provide your office number and account details promptly when requested.
Be available for any clarification your carrier or our team may need.
Use the temporary texting number for all reminders and communications in the meantime - it works right away.
Once hosting is complete, we’ll notify you and switch your account to your office number seamlessly.
Reducing Confusion and Delays
Many new customers are surprised by the wait - this article is here to set clear expectations.
Carrier changes or recent number ports can add extra time or require starting over. If you recently switched providers, let us know immediately.
Need a status update? Reach out to TrackStat support - we’re happy to explain where we are in the process.
Troubleshooting / Common Questions
“Why can’t I text from my office number yet?” → Hosting is still in progress. Use the temporary number for now.
“Patients are texting my office number but I’m not seeing replies.” → This is normal during the initial hosting window.
“Will this affect my voice calls?” → No — hosting only affects the texting/SMS portion of the number.
Best Practices While Waiting
Test sending a few reminders with the temporary number.
Update your team on the expected timeline.
Consider informing patients (via email or signage) that you’re transitioning to improved texting.