Prepare WhatsApp setup
Get your clinic ready for the WhatsApp agent, follow the WhatsApp step in Setup, and check the first conversation arrives.
Purpose
The Airgent team connects your clinic's WhatsApp. Your part is to have the right plan and give the agent the facts it answers from. This guide covers both, then shows where to follow the WhatsApp step and how to check the first conversation.
Before you start
only the clinic Owner sees Setup.
you can't connect WhatsApp yourself in Keel. The Airgent team does it.
Steps
Step 1: Check your plan
Docheck your plan's agents in Understand Keel offerings.
the trial doesn't include the WhatsApp agent, and not every plan does.
Step 2: Get your clinic's facts ready
Dofill in your clinic details and opening hours, set each doctor's weekly hours, and make the services
patients ask for bookable.
Sofrom the first message, the agent can answer where you are, when you're open and who sees patients,
and book real open times.
Step 3: Follow the WhatsApp step in Setup
Doopen Settings, select Open setup →, then select Front-office channels.
You'll seethe sub-step WhatsApp sender approved.
Sothis step is done when the Airgent team has your WhatsApp approved and connected.
Front-office channels has no Set up → link, because the Airgent team does this step.
Front-office channels appears only when your plan includes the Front Office agents.
Step 4: Check the first conversation
Doonce the step is done, open Inbox.
You'll seeNo WhatsApp conversations yet until a patient messages you, then each conversation in the
list.
Result
You'll seeWhatsApp sender approved done in Setup.
You'll seepatients' conversations in Inbox, with the agent's replies marked ASSISTANT.
If it doesn't work
- If you see: No Front-office channels step in SetupYour plan doesn't include the Front Office agents. See Understand Keel offerings
- If you see: WhatsApp sender was not approved, and the sub-step marked FailedRead the reason, fix what it names, then select Retry (Complete clinic setup)
- If you see: Replying in Inbox shows This centre has no WhatsApp number — set one in Settings.Settings has no WhatsApp field yet. Ask the Airgent team to connect this centre's number
- If you see: A patient messaged, but Inbox still shows No WhatsApp conversations yetTroubleshoot a missing response
- Working: Not started beside Front-office channelsNothing for you to do in Keel. The Airgent team does this step
- Working: WhatsApp sender approved doneDone
Limits
the greeting, the notice patients see first and the agent's reply style are set by the
Airgent team. There's no screen for them in Keel.
the greeting and notice are in English or Hindi.
a patient gets the greeting and notice again when they message after more than 24 hours.
each centre has its own WhatsApp number.
Checked against the Keel product source and in the live product on 2026-10-10. That Settings has no WhatsApp field, and the notice and greeting at the start of conversations in Inbox, were observed. The Setup channels step, connecting a number and replying from Inbox were not exercised.