Patient Communication
Inbox, Canned Replies, Texting, Emailing, Inbox Notifications,
50 articles
- Can I send a text or email to a person who is not a patient?Messaging someone who is not in my EMR/EHR database
- How to archive or hide finished conversations in the Inbox
- How do I mark messages as unread?Mark an Inbox message unread again using the Actions box, the icon inside the message, or a swipe in the mobile app
- Why a Patient Text Message Disappeared from the Inbox (and How to Find It)A patient text or image vanished from the Inbox because conversations are merging — most finish within an hour, plus where to look
- How do I attach an image or YouTube video preview to a text message?Attach photos with the paperclip icon and use full youtube.com/watch links so texts show a thumbnail preview, plus why previews fail
- What is the difference between open and closed messages in the Inbox?
- IN5X How to Manage and Troubleshoot the Inbox in TrackStat
- How to Block a NumberStop spam or unwanted texts by ticking Block Contact under Edit Contact Info on the patient card, or reply STOP to a business
- I cannot see the text or email option in the dropdownReasons why you cannot text a patient
- How to Access and Review Your Previous Chat Messages in TrackStatWhere can I find my previous chats with TrackStat Support team?
- How do I print or download a message from the Inbox?No built-in way to save or download Inbox texts and emails; use a screenshot tool such as Windows Snip (Win + Shift + S) to print
- IN2 Can’t find a patient text in the Inbox (and how to find it)A conversation is not deleted when the preview changes. Inbox list shows one row per person and previews the most recent message in that thread. A patient text can appear…
- IN1 How the Inbox works: filters, Open, Closed, and UnreadThe Inbox is a shared conversation list (one thread per person), not a personal email inbox. Use Open / Closed to manage work that still needs a person, the red…
- IN3 Why there are two conversations for the same person
- Why can't I open an Inbox attachment?Inbox attachments open only when the file type is supported by SMS/MMS. Supported: JPG/JPEG, PNG, GIF, PDF, CSV. Other types (including iPhone HEIC) may not preview or open. Collect IDs…
- How to Identify Users With the Same Initials in the TrackStat InboxInbox, identify users in inbox
- How do I send a saved message to an individual patient?Send a saved canned reply to one patient from the Inbox, Patient Search or reports, and build your own message templates
- What are canned replies used for in text and email messages?Save typing with reusable text and email templates for missed appointments, rescheduling, directions, review links and reactivation
- How do I create a new canned reply in the Inbox?Save reusable message templates from the Canned Reply button in the Inbox, and edit them later in Message Manager
- Message Manager – Create, Edit & Manage Messages and Canned RepliesCreate, copy and organize text and email templates, canned replies and folders, and fix message edits not showing up in a campaign
- How do I make the clinic phone number clickable on a cell phone?I want patients to be able to click the phone number in an email or on my website to call the office.
- How can I prevent emails from being flagged as spam?Emails flagged as spam.
- How to keep emails out of the Gmail promotions tabemail marketing
- Why TrackStat emails are sent from patienthealthcenters.org, not your domainTrackStat email domain, custom domain emails, email deliverability, DKIM, DMARC, SPF, branded patient communication
- Creating, Editing, and Using Emails in TrackStatBuild campaign emails and canned replies with merge fields, images, links and HTML, plus fixes for send errors and invalid email format
- Email deliverability: keep emails out of spam and PromotionsStop TrackStat emails landing in spam or Gmail's Promotions tab by moving them to Primary, marking not a promotion and saving the contact
- Where can I locate the version of the mobile app on an iPhone?How do I identify what version of the mobile app I have on my iPhone?
- How to Update the TrackStat Clinic App and Scheduler Pro Patient App
- Scheduler Pro mobile app - for patientsWhat is the Scheduler Pro used for and how do our patients access it?
- How to enable TrackStat mobile app notifications on iPhone and AndroidWant to see notifications on your cell phone when a patient texts the office?
- TrackStat Mobile app for clinicsGeneral information for downloading, logging in and using the TrackStat mobile application for providers and staff
Unanswered Calls & Voicemail
Unanswered call text responses and voicemail routing.
- How do I disable the Unanswered -Call - Text - Voicemail feature in TrackStat?(Previously known as Missed Call - Text - Voicemail or Missed Call text/voicemail features)
- Set up the unanswered call text response and voicemail featureSet up voicemail greetings, automatic text replies and holiday hours for unanswered calls, including carrier no-answer call routing
Compliance & opt-outs
Reply STOP, TCR registration, PHI and HIPAA, and fully disabling communications.
- Why do my TrackStat text messages include “Reply STOP to unsubscribe”?Why the "Reply STOP to unsubscribe" line is added to a patient's first text, and why TCPA law means it can't be removed or edited
- Can we send PHI (protected health information) through TrackStat?Sending PHI by text or email is not recommended, so keep protected health information out of TrackStat messages
- Can't send a message to a patient even though email and cell showCan't text or email a patient even though their cell and email show? Inconsistent contact info across EHR cases is the usual cause
- Understanding TCR (The Campaign Registry) and U.S. Business Texting RequirementsTCR, The Campaign Registry, 10DLC texting, business SMS compliance, TrackStat texting setup, SMS approval process, healthcare texting requirements
- How to handle unwanted texts, opt-outs, and disabling communicationsBlock spam texts in your Inbox, handle patients who reply STOP or START, and use Disable Text and Disable Email to stop all messages