Link the correct patient

Connect a WhatsApp conversation to the right patient record, or correct a wrong link, so Inbox shows their visits and appointments.

KeelFront DeskOwnerDoctorguideChecked 2026-10-10

Purpose

When a WhatsApp conversation is linked to a patient record, Inbox shows who it is, their visits, their next appointment and any open case. Link it when the number isn't recognised, pick the right person on a shared family number, or correct a wrong link.

Before you start

the Owner, Doctor and Front Desk roles can link a patient.

you don't need to take the conversation over to link it.

the patient must already have a record. Linking from Inbox can't create one (Find or create a patient).

Steps

Step 1: Check the patient panel

Doopen the conversation in Inbox and look at the panel on the right. If it's closed, select the patient's name or number at the top of the conversation.

You'll seethe patient's name with Linked by assistant, Linked by you or Matched by number when it's linked.

You'll seeUNLINKED and This number isn't linked to a patient record yet. when it isn't.

You'll seeWho is this conversation with? and SHARED NUMBER when more than one patient uses this number.

Step 2: Link an unlinked number

Doselect Link to a patient. Type at least two letters in Search patients by name, then select the patient.

You'll seeLinking…, then the patient's details with Linked by you.

each result shows the patient's phone number and age, to help you pick the right one.

Step 3: Choose on a shared number

Dounder Who is this conversation with?, select the person who is writing. If they aren't listed, use Someone else? Search all patients.

You'll seethat patient's details, with SHARED NUMBER still shown.

SoInbox shows this person's visits and appointments for the conversation.

Step 4: Correct a wrong link

Doselect Change patient (after Not [first name]?), or Change on a shared number. Pick the right person.

You'll seethe right patient's details, with Linked by you.

the assistant doesn't overwrite a link made by your team.

Result

You'll seePHONE, VISITS, NEXT APPOINTMENT, OPEN CASE, CARE OWNER (when known) and Open full record in the panel.

You'll seethe patient's name in place of the number in the conversation list.

If it doesn't work

If you see: No matching patients.Check the spelling, or create the patient first (Find or create a patient)
If you see: Already booked to another patient.The assistant already confirmed a different patient in this conversation and acted for them. The link can't be changed here. Open the record with Open full record to check.
If you see: No conversation to link yet.Linking isn't possible yet for this conversation
If you see: Couldn't link — retry.Try again
Working: The patient's details in the panelDone

Limits

a conversation is linked to one patient at a time. On a shared number, changing the person replaces the link. Earlier picks aren't kept as a history.

linking doesn't add this phone number to the patient's record.

Verification details

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 patient panel, searching for and linking a patient, and changing the patient were not exercised.