Understand agent replies and actions
Read a WhatsApp conversation in Inbox and tell which agent replies mean something was booked, handed over or flagged for you.
Purpose
Some of the agent's replies are written by Keel itself, from what was actually saved or found. Others are the agent's own words. This guide shows how to tell them apart, and which replies mean there's something for you to check or do.
Before you start
the agent is not allowed to tell a patient an appointment is booked. Only Keel writes that
line, and only after the appointment is saved.
Steps
Step 1: Open the conversation
Doopen Inbox, select All, then select the conversation.
You'll seethe patient's messages marked PATIENT, the agent's marked ASSISTANT, and
The assistant is handling this thread. above them.
Step 2: Spot the lines Keel writes
Dolook for ASSISTANT replies that start with Booked: or Open times:, or that state whose opening
hours they are.
Sothese come straight from Keel's records, so they're correct even if the conversation drifted.
these lines are in English, even in a Hindi or Tamil conversation.
Step 3: Check the action behind a reply
Dofind the reply in the table under Result, then check the place it names.
Soa reply is only words. The appointment or the hand-over is what proves the work was done.
Step 4: Step in when flagged
Doselect Escalated, open the conversation, then select Take over to reply yourself.
You'll seeESCALATED and needs a human above the conversation.
Sothe agent kept answering, but a person needs to read this one.
Result
| The agent's reply | What happened in Keel | Check it in |
|---|---|---|
| Booked: followed by the day, time and doctor | The appointment was saved | Calendar, or NEXT APPOINTMENT in the patient panel |
| Open times: … Which works for you?, or The only open time is … | Nothing is booked yet, and the times aren't held | Nothing to check |
| "Thanks — I've noted this for the clinic team, and they'll get back to you shortly." | A hand-over was saved for your team | Handed over |
| "Thanks — I've passed this to the front desk." | A hand-over was saved, with no number to call back | Handed over |
| "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." | The agent tried to say "booked", but no appointment was saved. The conversation is flagged | Escalated, then Calendar |
| "I want to make sure this reaches the right person, so I've flagged it for the clinic staff to look into and respond to you directly." | The agent promised a call back without saving a hand-over. The conversation is flagged | Escalated |
| "Let's find a time first — which doctor and which day works for you?" | Keel stopped the agent asking for personal details before finding a time | Nothing to check |
| "Sorry — I can only read typed messages right now. Please type your message and I will help you." | The patient sent a photo or document | Nothing to check |
| "Sorry, we are having a little trouble at the moment. Please give us a few minutes and try again." | The agent couldn't answer this time | Take over and reply |
| A reply saying "I don't have those hours on file" | The clinic's or doctor's hours aren't saved | Set the missing hours |
Limits
a cancellation confirmation is the agent's own words. Check Calendar to be sure.
checking in by WhatsApp is not available yet. Check patients in at the desk.
only your own replies show ✓ sent, ✓ delivered or not delivered. The agent's replies
don't show whether they were delivered.
Checked against the Keel product source and in the live product on 2026-10-10. The Inbox tabs, and list previews of the Booked confirmation, the hand-over reply and the reply to a non-text message, were observed. Opening a conversation, the message labels and banners, the fallback replies and the Escalated marker were not exercised.