Add a private note
Leave a team-only internal note on a WhatsApp conversation. The patient never sees it.
Purpose
An internal note lets you tell your team something about a conversation: what you promised, what to check, who should call back. It stays inside Keel. The patient never sees it.
Before you start
the Owner, Doctor and Front Desk roles can add notes.
you don't need to take the conversation over. You can add a note while the assistant or a
colleague is handling it.
Steps
Step 1: Switch to Internal note
Doopen the conversation in Inbox. Below the messages, select Internal note.
You'll seeTeam-only — the patient never sees this. and a box marked Leave a note for the team….
switching between Reply to patient and Internal note keeps what you've typed.
Step 2: Write and save the note
Dotype the note and press Enter, or select the lock button next to the box.
You'll seean amber Internal note card in the conversation, with your name and team only.
Soanyone on your team who opens the conversation sees it, in time order with the messages.
press Shift and Enter together for a new line.
Result
You'll seethe Internal note card in the conversation. It has no delivery tick, because it isn't sent
anywhere.
If it doesn't work
- If you see: A note needs some text (max 4000 characters).Add text, or shorten it to 4000 characters
- If you see: Could not save the note. Try again.Your text is put back in the box. Try again.
- Working: The Internal note cardDone
Limits
notes can't be edited or deleted after they're saved.
a note is limited to 4000 characters.
a note from someone who has left your team shows Former staff.
notes belong to conversations. Handed-over callers can't take a note.
Checked against the Keel product source and in the live product on 2026-10-10. No step on this page was observed. Opening a conversation, the Internal note tab, saving a note and the note card were not exercised.