In short: Configure TrackStat Online Scheduling at Extras > Scheduling > Settings across the Visit Purpose, Referral Sources, Providers and Preferences tabs. Turn on CALC for each appointment type you use, then set it to Available (patients can book it) or Change Only (patients can only reschedule or cancel it) for each provider. Providers no longer need to be turned on for online scheduling.
Online scheduling streamlines appointment booking for your practice, offering a user-friendly experience for both patients and staff. Follow these steps to configure online scheduling and optimize your settings.
⚙️ Configuring Online Appointment Scheduling in TrackStat
🎯 Purpose of Online Scheduling
Online Appointment Scheduling allows new and existing patients to book appointments at any time of the day and night without having to call or text the office. Use this feature to set up and control appointment purposes/types, provider availability (hours), options, and tracking while reducing front desk workload. New patient online scheduling also creates a new patient record in your EHR automatically and reduces manual entry efforts as well as data entry errors. To avoid unintended bookings, ensure proper configuration of provider availability. If specific timeslots are not set for an appointment type, patients might inadvertently book any time within the provider’s general availability. Explicitly define availability windows to align with practice scheduling preferences.
👥 Audience
This article is for office managers, administrators, and staff members with permission to manage Online Scheduling settings.
📖 Definitions
Online Scheduling
The TrackStat feature that allows new and existing patients to book appointments without staff assistance.
Visit Purpose (aka Appointment Type)
The reason for the visit selected by the patient during the scheduling process (for example, New Patient, Adjustment, Maintenance Care).
CALC
A toggle on each appointment type on the Visit Purpose tab. When CALC is on, the appointment type is counted when TrackStat works out open times, and it appears in every provider's appointment type list on the Providers tab. When CALC is off, it is ignored for online scheduling and removed from every provider's list.
Available / Change Only / Not Avail
The setting for each appointment type under each provider. Available: patients can book, reschedule and cancel. Change Only: patients can reschedule or cancel an appointment they already have, but can't book a new one. Not Avail (the default): nothing online.
Status Dot
The dot next to each provider's name. Green means at least one appointment type is set to Available, so patients can book with that provider. Red means nothing is set to Available.
Online Appointments
List of all patients that have scheduled an appointment online through the web based online scheduling application, Scheduler Pro mobile app for patients or through Jaz AI assistant.
Case Type
A classification that determines how an appointment is handled in ChiroTouch Classic (Server) (for example: Chiropractic, Personal Injury, Workers Compensation, Massage). Case Types not available in ClinicMind/Genesis accounts.
Prep Time
Additional time added before or after an appointment for setup or preparation.
Provider Availability
The days and times (hours) a provider is available for online booked appointments.
Appointment Grouping
A rule that limits how many appointments can be booked within a specific time block.
Thank You Page
The page or message shown to patients after they complete online scheduling.
Tracking Scripts
Code snippets (Google, Facebook, or other platforms) used to track scheduling conversions.
🚦 Rules and Constraints
Appointment Types (Visit Purposes) must be created in your EHR and used at least one time before they are visible in Online Scheduling.
Appointment duration must match the duration in your system.
TrackStat's Online Scheduling uses one shared scheduling link for all new patient appointment types and one shared scheduling link for all existing patient appointment types.
Unique scheduling links are not available for each Appointment Type (Visit Purpose).
CALC must be turned on for an appointment type before it appears under any provider.
An appointment type must be set to Available for a provider before patients can book it with that provider. This is set separately for each provider.
A provider must be assigned as the primary provider to at least one patient in your EHR to appear on the Providers tab.
Patients can be allowed to reschedule appointments, cancel appointments, or both. Change Only follows these settings. If cancelling or rescheduling is turned off in Preferences, Change Only does not override it.
When patients reschedule online, they can change the date and time only, not the provider or the appointment type.
🧭 Navigation Paths
Extras (3 dots icon) > Scheduling > Settings
🪜 Step-by-Step Instructions
1️⃣ Step 1: Access Online Scheduling Settings
Go to Extras (3 dots icon)
Select Scheduling
Click Settings
2️⃣ Step 2: Configure Visit Purposes
🩺 Visit Purposes (Appointment Types)
Go to Extras (3 dots icon) > Scheduling > Settings > Visit Purpose tab. Every appointment type is a row in a table, and every setting is a column you edit directly in the row.
Find the appointment type. Type part of its name in the Search box, or use the Calculation filter (All, On, Off) and the Available For filter (All, EP, NP). The list starts with the most recently used appointment types. The Total Appts column shows how often each type has been booked.
✏️ Set Visit Purpose Details
Settings with a choice have a small ⌄ arrow. For most columns the arrow sits beside the value. For Case Type and Intervals it sits at the right edge of the column. Clicking elsewhere in the row does nothing. Required fields are marked with a red asterisk (*).
Turn on the CALC toggle. The appointment type now appears under every provider on the Providers tab, set to Not Avail until you change it in Step 4. Turn CALC on for any appointment type patients should book, reschedule or cancel online, and for any appointment type that should block time even though patients can't book it (for example, a Report of Findings). If you turn CALC off and back on later, every provider's settings for it are restored.
Click the Display Name and type a name that will be visible to patients. If a Display Name is not entered, the Original Name of the Visit Purpose will be shown to patients when scheduling online.
Click the Description and type one if desired. This will be visible to patients.
Tip: The Description field has a 200-character limit. If your changes do not save, try shortening the text.Guiding Patients to the Correct Appointment Type: Currently, the system cannot automatically block a patient from scheduling a standard visit based on how long it has been since their last appointment. As a workaround, you can use the Description field to provide scheduling instructions for patients. For example: “If you have not been seen in 6 months, please select the Re-Exam appointment instead.”
Set the Duration or appointment length in minutes using the ⌄ arrow beside the value. This number must match the default settings for the appointment type in your EHR.
Set Prep Time in minutes if needed. Most practices use 0 minutes.
Note: with Clinicmind (aka Genesis, Billing Dynamix, Vericle) - if there is a governor set that prevents this setting, it will not allow over scheduling in the first portion of the appointment that preptime is set. For example, if you have a governor set as a max of 1 appointment per slot, and a new patient appointment that is 45 minutes with a prep time of 15 minutes and you have an existing appointment from 1:00 PM - 1:15 PM, it will not allow you to schedule a new patient appointment at 1:00 PM if that governor is enabled.
Select Intervals (optional) using the ⌄ arrow at the right edge of the column to control the start time of the appointment type. Some options include 0:00 on the hour, 0:05, 0:10, 0:15 on the quarter hour, 0:30 on the half hour, 0:45 on the three-quarters hour. For example, if you only want to allow a New Patient appointment type to schedule at 9:00AM and 9:30AM, then select 0:00 on the hour and 0:30 on the half hour. Times can also be controlled for each provider on the Providers tab.
Select Available For New Patients, Existing Patients or All using the ⌄ arrow.
Select Case Type(s) that are allowed to schedule this type of appointment using the ⌄ arrow at the right edge of the Case Type column. Select only one default case type for new patient appointment types such as TBD. Select multiple case types for existing patient appointment types.
Select the NP Case Type: the case type assigned when a new patient books this appointment type.
Select a Room if desired (optional)
Add phonetic pronunciation for appointments made through Jaz, the AI receptionist
Add a Price ($) if desired to display to patients (optional).
Charging Price - turn on the Charge toggle and enter a price. Note this feature requires the merchant processor integration with Fortis or CashPractice.
Turn on the Show Price toggle to display a price for patients (optional).
Turn on the Show Duration toggle to display the length of the appointment to patients when scheduling (optional).
Save your changes.
3️⃣ Step 3: Set Referral Sources
Go to Extras (3 dots icon) > Scheduling > Settings > Referral Sources tab
Check the boxes next to the referral sources that should be visible to new patients when scheduling their first appointment.
Click the Edit icon on each row to edit the Display Name as needed. This is the Referral Source name that will be visible to patients and may be different than the terms used internally within the clinic.
Click Save.
4️⃣ Step 4: Set Provider Availability
🕘 Provider Settings and Hours
Go to Extras (3 dots icon) > Scheduling > Settings > Providers tab
Select the provider from the Provider dropdown at the top of the tab (click the ⌄ arrow beside the provider's name). Every active provider is already listed, with a green or red status dot next to each name. Please note that Providers must be assigned as the primary provider to at least one patient in the EHR to be visible on the list.
Add a Display Name that will be visible to patients. This may be different than the provider name used internally.
Add phonetic pronunciation for appointments made through Jaz, the AI receptionist
Add Alternate Names if desired: other ways patients might refer to this provider (for example, "Doctor John" or "Dr Smith").
Add a Description if desired. This is optional.
Tip: The Description field has a 200-character limit. If your changes do not save, try shortening the text.Max Appts / Block setting (rarely needed). Use " -- " to leave it blank. Blank is the recommended setting. Note that the Max Appts / Block setting for the provider overrides the individual settings for Visit Purposes (appointment types). Use Visit Purpose Groups and the Weight Strategy instead. This is a legacy setting that should usually be left blank.
Select the Prov Appt Interval. Options include 5, 10, 15 all the way to 120 in intervals of 5. 15 minutes is a very common appointment interval. The Appointment Interval is the time between appointment start times. To give one appointment type different start times for this provider, turn on Ovrd Int. on its row (see below).
Opt in to Weight Strategy if using Appointment Purpose groups. The Weight Strategy enables more flexible scheduling by considering the "weight" or resource usage of different appointment purposes. For instance, if Group A can have 6 appointments per time block and Group B only 3, then we equate two Group A appointments to one Group B appointment. This allows mixing of appointments from different groups within the same time block, maximizing efficiency.
Providers Hours - set hours for each provider. Time selections for availability can be general such as 8:00AM - 12:00PM and 2:00PM - 5:00PM or can be very specific such as 9:00AM - 9:30AM, 10:30AM - 11:00AM, 1:30PM - 2:00PM and 3:00PM - 3:45PM. Keep in mind that the end time of the appointment cannot exceed the end time stated in the availability section. For example if a new patient appointment type is 30 minutes in duration and the last availability block ends at 5:00PM, then the last new patient appointment that could be scheduled would be at 4:30PM. To remove a time range, click the red X next to it; removals take effect when you click Save. Use Copy to all days to apply one day's hours to the whole week. Check the Unavailable box to block an entire day.
Going to be out of the office for an appointment or a conference? Is a doctor sick or unavailable? Use the Set exceptions for specific days section to block off or prevent online scheduling on certain days. Click the day on the calendar and add specific times or check the "All day" box to block off the time.
Set each appointment type for this provider. Below the provider's hours is a list of every appointment type with CALC on. In the Avail or Change column, click the ⌄ arrow inside the colored label and choose:
Available: patients can book, reschedule and cancel this appointment type with this provider.
Change Only: patients can reschedule or cancel an appointment they already have, but can't book a new one. Useful when the front desk books this type, when phasing out an appointment type, or when the provider's schedule is full.
Not Avail: nothing online. Use this for appointment types that should only block time.
Setting an appointment type for one provider never changes it for another provider. The provider's status dot turns green once at least one appointment type is Available.
Custom start times for one appointment type: turn on the Ovrd Int. toggle on its row, then choose the start times with the ⌄ arrow at the right edge of the Intervals column.
Really want to have full control over available hours? Turn on the Ovrd Avail toggle on the appointment type's row, then click Set hours… in the Avail Hours column (or click any day's hours if some are already set). Set the hours and Save. This is commonly used for new patient appointment types.
Use Ovrd Avail to restrict or extend hours for specific appointment types.
Purpose Groups - assign each appointment type to a group with the ⌄ arrow at the right edge of the Group column to control how many appointments can be scheduled within the same time block. For example, create a "New Patient" Group with a limit of 1 appointment per time block to prevent overbooking of new patient appointments. Create an "Existing Patients" Group with a limit of 2 appointments per time block to allow 2 chiropractic appointment types to be scheduled during the same time block. Adding Visit Purposes that are not available for patients to schedule online to Groups can be used to properly calculate availability for appointments. An example would be adding a "ROF" or Report of Findings Day 2 appointment type into the "New Patient" Group to prevent scheduling a new patient and a Day 2 appointment at the same time. Use the Filter buttons above the list (All Groups, Unassigned, and your group names) to narrow the list.
Always make sure to Save your changes! Then repeat this step for each provider.
Define explicit time slots for appointment availability to restrict unintended bookings. For example, configure Discovery Day appointments exclusively for Mondays between 8:00 AM and 12:00 PM on 15-minute intervals. Use the Ovrd Avail and Ovrd Int. toggles to ensure these intervals apply only to the set appointment types.
5️⃣ Step 5: Configure Preferences
🎨 Customize scheduling preferences and messages displayed on the site
Go to Extras (3 dots icon) > Scheduling > Settings > Preferences tab
New Patients Online Scheduling Link is available in Preferences as well as in Account Settings (accessed via triangle icon in upper right corner). This link can be copied and added to your website as a button to allow new patients to schedule appointments online. The feature will search for availability on your scheduler and create a new patient record and add an appointment to your EHR. The link will include your unique Practice ID and will be similar to this: https://clinic.patienthealthcenters.org/book?clinic=PRACTICEID
Existing Patients Online Scheduling Link is available in Preferences as well as in Account Settings (accessed via triangle icon in upper right corner). This link can be copied and added to your website as a button to allow existing patients to schedule appointments online. The feature will search for availability on your scheduler and add appointments to your EHR. This feature can also allow patients to view, reschedule and cancel existing appointments based on your settings selection. The link will include your unique Practice ID and will be similar to this: https://clinic.patienthealthcenters.org/schedule?code=PRACTICEID
Note: The New Patient and Existing Patient Online Scheduling Links, along with the Patient Mobile App Link, are system-generated and cannot be edited directly. These links are also visible in your Account Settings.
🌐 Embed Scheduling on Your Website
Copy the Embed Code in the grey area that starts with <iframe id = and paste into your website where you want scheduling to appear.
To prepopulate query parameters in the embedded scheduler from your website, paste the additional script that starts with <script> function configure() before the </body> tag. Example parameters:
?first_name=John&last_name=Doe&[email protected]Supported parameters:
first_name,last_name,email,phone,birth_date
🎚️ Scheduling Preferences
Workflow Options - select radio button next to Capture Information First to ask new patients to enter their contact information before seeing dates and times of available appointments or select bubble next to Show Appointments First to display dates and times of available appointments before asking patients to enter their contact information. The Show Appointments First setting is generally preferred by most marketing agencies and clinics.
Check box to Allow patients to cancel appointments online (this also applies to Change Only appointment types)
Check box to Allow existing patients to reschedule appointments online (this also applies to Change Only appointment types)
Check box to Allow existing patients to schedule new appointments online
Check box to Allow new patients to reschedule appointments online
How far can patients reschedule appointments? Select options from dropdown menu to select anywhere from 3 days to 60 days in 1 day increments.
How far in advance can patients book? Select options from dropdown menu to select anywhere from 1 day to 90 days in 1 day increments.
How much advanced notice time do you require for appointments? Select options from dropdown menu to select 1 hour, 2 hours, 3 hours, 1 day, 2 days or 3 days
Check box to Receive an email notification when patients book an appointment online
Check box to make Patient cell phone required (recommended)
Check box to make Mobile opt-in required (required by law)
Click + button next to Email address for notifications to add additional email addresses to receive messages when appointments are scheduled or changed. Notifications are sent to the TrackStat Inbox by default when appointments are booked online.
Select statuses you want patients to be notified on update. Most common selection is cancelled and rescheduled.
Click color box to Choose primary color for scheduling pages
Click color box to Choose accent color for scheduling pages
Clearly define scheduling configurations and provider availability to prevent booking errors. Use explicit intervals, time blocks, and appointment-specific settings to maintain control over booking processes.
Check box if New patients can only request appointments. Appointments must be confirmed by clinic in order to be pushed into EHR. This requires manually accepting or rejecting the appointment.
Check box if Existing patients can only request appointments. Appointments must be confirmed by clinic in order to be pushed into EHR. This requires manually accepting or rejecting the appointment.
Check box for Create appointment when online payment fails (Charge for Visit) to keep an appointment on your schedule even when a patient's online payment is declined. With this box unchecked, a declined payment means the appointment is not created at all. This setting only applies to appointment types with a price and requires a Fortis or CashPractice integration.
Seefor what patients and staff see in each case.
When the Request Appointment setting is enabled for new patients, existing patients, or both, appointments will not be added directly to the schedule. Instead, appointment requests will populate in Extras > Scheduling > Online Appointments.
Staff members can then either:
Accept the appointment request using the green check mark icon
Reject the appointment request using the red X icon
When a patient submits a request, staff will receive a notification in the TrackStat Inbox indicating that the patient requested an appointment.
On the final confirmation page after submitting the appointment request, the patient will see a message indicating that their appointment request has been received and that they will receive an email shortly confirming whether the appointment was accepted.
If the appointment request is accepted:
The appointment will be added to the schedule
The patient will receive a confirmation notification
If the appointment request is rejected:
The appointment will not be added to the schedule
The patient will receive a notification that the appointment request was rejected
🔀 Allow First Available Provider Options
Choose one radio button depending on your preferences:
Disable first available provider. Always show provider if more than one
Enable first available provider and show providers
Enable first available provider and mask (hide) providers
🙏 Thank You Page
Customize the confirmation message, or
Redirect patients to a custom thank-you page on your website.
Use query strings to pass patient data for marketing and form pre-fill.
To remove the mention of forms from the Thank You scheduling page, go to Extras (3 dots) > Scheduling > Settings > Preferences. Under Instructions (Confirmation Page), remove the form merge field and save the change.
The New Patient Thank You page includes the following links/buttons: Intake Form, Add to your Calendar (Google Calendar and iCalendar), Schedule appointment for a friend or family member
Note: Once you finish editing the Preferences page, make sure to save your changes. The Save button is located to the right of the "Scheduling Preferences" section header. If you're at the bottom of the page, scroll up to find it; if you're at the top, scroll down.
📈 Tracking Scripts
Add tracking scripts for Google, Facebook, or other platforms.
Use these scripts to track completed scheduling conversions.
🔳 QR Code
Download the QR code.
Print or share it so patients can schedule using their phone.
✅ Completion Criteria
Appointment types appear for patients during scheduling.
Providers show correct availability.
Providers you expect patients to book with show a green status dot.
Patients can successfully book an appointment.
The correct confirmation message or thank-you page displays.
If you use Jaz AI, the providers and appointment types Jaz can book match what you intend.
Test with a test patient on both the new patient and existing patient links.
🛠️ Troubleshooting
An appointment type is missing from a provider's list: CALC is off for that appointment type. Turn CALC on in the Visit Purpose tab.
A provider isn't in the Provider dropdown: they aren't the primary provider on any patient in your EHR yet. Assign them as primary provider on at least one patient in your EHR, then wait for the next sync.
A provider has a red dot: no appointment type is set to Available for them. Set at least one appointment type to Available.
Patients can reschedule an appointment type but can't book it: it is set to Change Only for that provider. Set it to Available if patients should book it.
Patients can't reschedule or cancel a Change Only appointment: online cancelling or rescheduling is turned off in Preferences. Turn on the cancel or reschedule options in Preferences.
New patients don't see an appointment type: Available For is set to Existing Patients, or it isn't Available for that provider. Set Available For to New Patients or All, and set it to Available for the provider.
Available, but no open times show: the provider's hours, the appointment type's custom hours, or a block in your EHR leave no window long enough for the full appointment. See SCH3 Troubleshooting Online Scheduling Issues.
❓ FAQs
Do I still need to turn a provider on for online scheduling?
No. Set at least one appointment type to Available for that provider and they become bookable.
What's the difference between CALC and Available?
CALC is one toggle per appointment type on the Visit Purpose tab that brings it into online scheduling for all providers. Available is set per provider on the Providers tab and decides whether patients can actually book it with that provider.
What does Change Only do?
Patients can reschedule or cancel an appointment of that type that is already on the schedule, but they can't book a new one online. It follows your cancel and reschedule settings in Preferences.
If I turn CALC off, will I lose my provider settings?
No. Turn it back on and every provider's settings for that appointment type are restored.
Will Jaz AI book appointment types I set to Available?
Yes. Jaz uses the same settings as online scheduling. Anything Available for online scheduling can also be booked by Jaz AI.
How can I prevent a new patient from double-booking an appointment next to a “Report of Findings” (ROF) or another appointment type?
Add the ROF (or other appointment type) as a scheduling blocker by adding it to the same scheduling group as the New Patient appointment types without making it Available.
Go to Extras → Scheduling → Settings → Visit Purpose.
Find the Report of Findings (or the appointment type you want to block around) and turn CALC on.
Go to the Providers tab.
Select the provider from the Provider dropdown.
Leave the Report of Findings set to Not Avail.
In the Group column, assign it to the same group as your New Patient appointment types.
Save your changes.
When that blocked appointment type is already on the schedule, patients will not be able to book New Patient appointments into those conflicting time slots.
How do I modify default settings for online scheduling?
Update the default settings in Preferences to control patient preferences, provider display, messages, and scheduling limits.
Do patients receive a confirmation when they schedule online?
Yes. Patients receive a confirmation email after booking online. Please note that the confirmation email template in your Online Scheduling settings is global and is sent to both new and existing patients. We recommend keeping the message generic so that it applies appropriately to all patients.
Can patients cancel or reschedule appointments online?
Patients can reschedule online if you allow it. Cancellation is optional and can be enabled or disabled in Preferences. To let patients reschedule or cancel an appointment type without booking it, set it to Change Only for the provider.
How far in advance can patients schedule online?
Patients can schedule based on the limits you set in Preferences (for example, 1 week to 3 months in advance).
How do I avoid simultaneous scheduling of incompatible appointments?
Use Appointment Grouping to limit overlaps and control how many appointments can be booked within a time block.
What if I don’t want patients to know which provider they are booking with?
Use the provider display settings to mask providers so patients do not see who they are scheduling with.
How do I remove the logo from the embedded online scheduling form?
Go to Extras > Scheduling > Preferences
Scroll down to Header section
Delete {{OfficeLogo}} from Header field
Scroll up and Save Changes
Can I use a redirect URL if I am using the embedded scheduler on my website?
The redirect "Thank You" page is only used when the embedded version is not being used.
The embedded scheduler and "Thank you" redirect page should not be used at the same time.
How do I make a day unavailable for scheduling
To make a day unavailable for scheduling, click on the day you want marked as unavailable and select the checkbox "Unavailable" at the bottom of the page, instead of leaving times for that day blank. To block a single date, use Set exceptions for specific days on the Providers tab and check "All day".
Why do online self-scheduled appointments cause skipped account numbers?
This is designed to prevent an appointment scheduled in your EHR around the same time from being assigned the same account number as a patient who schedules online.