Recognise a returning patient

How the WhatsApp agent knows a patient from their number, and how to keep that match right in Keel.

KeelOwnerFront DeskguideChecked 2026-10-10

Purpose

The WhatsApp agent knows a returning patient from the number they message from. When that number is on exactly one patient's record, it uses their name and doesn't ask who they are. This guide shows how to keep that match right.

Before you start

Keel matches the number against each patient's Phone and WhatsApp number, at this centre only.

the agent learns only the patient's name this way, never anything from their records.

Steps

Step 1: Keep the WhatsApp number on the record

Doon the patient's page, select Edit record, then Add more details. Fill in WhatsApp number if it's different from their phone, then select Save changes.

Sothe next time they message from that number, the agent knows who they are.

leave WhatsApp number blank when it's the same as Phone.

Step 2: See who the agent matched

Doopen the conversation in Inbox and look at the patient panel beside it.

You'll seethe patient's name with PHONE, VISITS and NEXT APPOINTMENT, and how they were found: Matched by number, Linked by assistant or Linked by you.

Step 3: Choose the person on a shared number

Doif the panel shows SHARED NUMBER or Who is this conversation with?, pick the person who is messaging.

Soyour team sees the right record beside the conversation.

on a shared number, the agent doesn't use a name. It checks which person it's talking to before doing anything for them.

Result

You'll seethe right patient in the panel, and the agent using their name without asking for it.

If it doesn't work

If you see: WhatsApp · not linked, or UNLINKED in the panelThe number isn't on any record here. Select Link to a patient, then add the number to their record (step 1)
If you see: The wrong patient in the panelSelect Not and their first name, then Change patient
If you see: The agent asked a regular patient their nameTheir number is missing from the record or shared. Check step 1 and step 3
If you see: A cancel or move request in Handed over, with The number is not on any patient record here, or it was withheldCall back, confirm who it is, then make the change
If you see: A request in Handed over with No patient of that name is on this number, or More than one patient of that name is on this numberCall back, confirm who it is, then make the change
Working: Matched by number with the right nameDone

Limits

linking a conversation in Inbox fixes what your team sees. The agent still goes by the numbers on patient records, checked on every message.

by default, the agent moves or cancels a visit only when the patient messages from their own number and gives their name. If the agent can't tell who it is, it passes the request to your front desk. It never refuses them.

Keel doesn't ask for a date of birth unless your clinic has that check switched on. It's off by default.

changing a patient's Phone resets their WhatsApp opt-in.

this page covers WhatsApp. Phone calls are handled by the voice agent.

Verification details

Checked against the Keel product source and in the live product on 2026-10-10. No step on this page was observed. The patient panel in a conversation, choosing who a shared number belongs to and editing a patient's WhatsApp number were not exercised.