Confirm a booking from a conversation
Check that a booking a patient made with the WhatsApp agent was really saved, and what to do when it wasn't.
Purpose
A patient can book with the WhatsApp agent without anyone at the desk. This guide covers what to read in the conversation: whether the agent booked, and what to do when it couldn't confirm. The check in Keel itself is in Confirm an agent-created booking.
Before you start
the agent offers only times it found open for that doctor, then reads back who it's for, the
doctor, the day, date and time, and waits for the patient to say yes before booking.
the patient's WhatsApp number goes on the booking automatically.
Steps
Step 1: Open the conversation
Doopen Inbox, select All, then select the patient's conversation.
You'll seethe conversation, with the agent's replies marked ASSISTANT.
Step 2: Find the Booked line
Dolook for an ASSISTANT reply starting Booked:.
You'll seeBooked: followed by the day, date and time, then with and the doctor's name.
SoKeel writes this line only after the appointment is saved. No Booked: line means nothing was booked.
Step 3: Check the appointment in Keel
Dowith the doctor, day and time from the Booked: line, check the visit in Keel as shown in
Confirm an agent-created booking.
Sothe appointment in Keel is the booking. The line in the conversation tells you where to look.
Step 4: Handle an unconfirmed booking
Doif the agent replied "I could not confirm that booking just now, so please don't count on it yet — the
clinic will call you back shortly to sort it out.", check Keel for that time first
(step 3). Then call the patient, or select Take over and reply.
You'll seethe conversation under Escalated.
Sothe patient has been told the clinic will call back, so someone needs to.
check before you book again, so the patient isn't booked twice.
Result
You'll seea Booked: line in the conversation, and the same doctor, day and time on the visit in Keel.
If it doesn't work
- If you see: No Booked: lineNothing was booked. Read the last ASSISTANT reply to see where the patient stopped
- If you see: "I could not confirm that booking just now…"Check, then call back (step 4)
- If you see: Booked:, but you can't find the appointmentMake sure you're viewing the centre the conversation belongs to, then see Confirm an agent-created booking
- If you see: The agent offered no timesWhy a slot is missing
- Working: Booked:, and the visit in Keel matches itDone
Limits
the Booked: line is in English, even in a conversation in another language.
Keel doesn't send the patient a separate confirmation or reminder. The Booked: line in the
conversation is what they have.
if the patient says yes twice, Keel doesn't book them twice.
Checked against the Keel product source and in the live product on 2026-10-10. The Booked confirmation and a read-back before booking were observed in Inbox list previews. Opening the conversation, the could-not-confirm reply and checking the appointment in Keel were not exercised.