Confirm an agent-created booking
Check that a booking, move or cancellation an agent told a patient about really exists in Keel.
Purpose
When your WhatsApp or voice agent tells a patient a visit is booked, moved or cancelled, check Keel. The appointment in Keel is the booking. The agent's message on its own isn't.
Before you start
an agent books, moves and cancels the same way your desk does. Its bookings look like any
other booking in Keel.
have the patient's name and the day the agent mentioned.
Steps
Step 1: Note what the agent said
Doopen the patient's conversation in Inbox, or the call, and note the doctor, date and time the agent
read back.
Soyou know exactly what to look for in Keel.
Step 2: Find the visit
Doon Appointments, choose Today, Week or Month, and the doctor if you need to. Find the patient.
in a WhatsApp conversation with a linked patient, NEXT APPOINTMENT shows their next visit.
Step 3: Check the details
Doopen the visit and read When and With under What is promised.
You'll seethe date, time and doctor saved for the patient.
Soif they match what the agent said, the patient is booked.
for a cancellation, the visit should show Cancelled.
Step 4: Check handed-over requests
Doin Inbox, open Handed over.
You'll seeany request the agent passed to you, such as Handed over · Move with Move the visit, or
Handed over · Cancel with Cancel the visit.
Sothe agent didn't make these changes. Make the change on the visit first, then mark the request done.
Result
You'll seethe visit in Keel with the doctor and time the agent gave the patient.
Sowhat the patient was told and what Keel holds now match.
If it doesn't work
- If you see: No visit for the patient on that dayIt isn't booked. Check Handed over for a request, then book it yourself (check before retrying).
- If you see: The visit is there, but the time or doctor differsGo by what Keel shows. Reschedule if the patient needs the other time.
- If you see: The patient was told it's cancelled, but it doesn't show CancelledCancel it yourself. The agent's message didn't change the visit.
- If you see: A Handed over request is waitingMake the change, then mark the request done (work through handed-over messages)
- Working: The visit matchesDone
Limits
agents can't book video visits.
a booking made by an agent doesn't create a bill for the visit yet.
if an agent can't confirm who a patient is, it changes nothing and passes the request to your
front desk.
Checked against the Keel product source and in the live product on 2026-10-10. The Appointments period choices (Today, Week, Month, Custom) and the doctor filter were observed. Opening a visit, Inbox conversations and the Handed over slips were not exercised.