Introduction
If a recent text message from a patient (especially one with an image attached) suddenly disappears from your TrackStat Inbox - even when All Messages is selected in the filters - this is usually temporary and related to how the system handles new patients. TrackStat may be merging two conversation histories: one for the patient (linked to their record) and one for a non-patient contact. During this merge, messages can temporarily become hidden.
This article explains the cause and what to do.
Why This Happens
New or recently added patients often trigger an automatic merge of conversation threads.
The merge process can take a little while.
Messages with attachments (like images) are fully supported but may not appear until the merge completes.
Filters like All Messages do not override this temporary state.
What to Do
Give the system a little time - Most merges finish within 1 hour. Refresh your Inbox page.
Check the patient’s full conversation - Navigate to the patient record in TrackStat and open their messaging history directly. The message should appear there once the merge is complete.
Refresh or reapply filters - Click the refresh icon in the Inbox or toggle the filter (e.g., switch to Unread then back to All Messages).
Tip: Messages with images or other attachments sometimes take slightly longer to fully process and display.
If the Message Still Doesn’t Appear
Confirm the patient is correctly linked in your TrackStat contacts/patient list.
Try clearing your browser cache or logging out and back in.
Prevention / Best Practices
When adding a new patient, complete their record promptly to speed up merging.
Encourage patients to reply from the same phone number associated with their profile.
Keywords (for search/Fin): disappeared message, missing text, patient SMS gone, inbox refresh, message merge, new patient conversation, image attachment not showing.