Inbox is where your team sees the clinic's WhatsApp conversations and the callers the Front Office agent handed
over. The assistant answers patients first. This guide shows you where the ones that need a person are, and who is
handling each one.
Before you start
the Owner, Doctor and Front Desk roles can use Inbox. Finance doesn't have
Inbox access.
Inbox shows the centre you're signed in to.
Steps
DoYou'll seeSoGood to know
1
Step 1: Open the Inbox
Doin the sidebar, select Inbox.
You'll seeInbox with a line such as 3 waiting on us, or All quiet right now when nothing is open.
So"waiting on us" counts patients who wrote last and callers handed over to the desk.
the number next to Inbox in the sidebar counts escalated conversations, conversations you
are handling, and handed-over callers. It's hidden when there are none.
2
Step 2: Choose a tab
Doselect Mine, Escalated, Unassigned, Handed over or All.
You'll seethe list for that tab. Each tab except All shows its count.
SoMine is assigned to you, Unassigned has no one assigned, Escalated was flagged for a person, and
Handed over lists callers the assistant passed to the desk (work through them).
Inbox opens on All. If something needs a person, Inbox opens the most urgent conversation
for you.
3
Step 3: Read a row
You'll seethe patient's name (or their number if it isn't linked), the last message, and how long ago it
came, such as 5m or 2h.
You'll seeEscalated when it was flagged, You when you're handling it, and waiting when the patient
wrote last.
escalated conversations are listed first, then the most recent.
4
Step 4: Open a conversation
Doselect the row.
You'll seethe messages, labelled PATIENT, ASSISTANT and YOU, with the patient panel on the right.
You'll seea banner saying who is handling it: The assistant is handling this thread.,
You're handling this, or [name] has control.
teammates who have it open show as initials with 1 viewing. Assistant is replying… or
[name] is typing… appears above the reply box while someone is writing.
Result
You'll seethe conversation open, with the banner telling you whether the assistant, you or a teammate is
handling it.
Soyou know who is responsible before you reply, assign it or add a note.
If it doesn't work
If you see: No WhatsApp conversations yetNo patient has messaged the clinic on WhatsApp yet
If you see: Nothing here right nowNothing matches this tab. Select All.
If you see: Couldn't load conversations — retrying…Check your connection. If it stays, your role may not include Inbox. Ask your clinic Owner.
If you see: Reconnecting…Keel is reconnecting. The list keeps updating once it's back.
If you see: This conversation is closed.It was closed. If the patient writes again, it comes back to the list.
Working: The conversation and its bannerDone
Limits
Inbox lists WhatsApp conversations. Phone calls appear only as handed-over callers.
searching the conversation list is not available.
Hand to doctor is shown in the conversation header but is not available yet.
Front desk in the sidebar shows Front desk · coming soon. Handed-over callers are in Inbox.
Verification details
Checked against the Keel product source and in the live product on 2026-10-10. The Inbox item and its count in the sidebar, the waiting-on-us line, the five tabs with their counts, the conversation list with names, last messages and ages, and the Front desk coming-soon page were observed. Opening a conversation, the other tabs, the error states and the Doctor and Front Desk views were not exercised.