Mark a handed-over item done or undo it

Take a handed-over caller out of Waiting once you've dealt with them, or undo it straight away if you clicked by mistake.

KeelFront DeskOwnerDoctorguideChecked 2026-10-10

Purpose

Mark done takes a handed-over caller out of Waiting once you've dealt with them. If you click it by mistake, Undo brings them straight back.

Before you start

the Owner, Doctor and Front Desk roles can mark items done. Other roles don't see Mark done.

marking done doesn't cancel or move a visit, and doesn't message the caller.

Steps

Step 1: Check before you mark it done

Doopen the caller in Inbox › Handed over and read the hint next to Mark done.

You'll seeDone moves it out of Waiting, with your name. For a cancel or move request it starts with Make the change in the calendar first.

Socancel or move the visit before you mark the request done (Cancel an appointment).

Step 2: Mark it done

Doselect Mark done.

You'll seeMarked done: and the caller's name, with Undo, at the bottom right. The caller leaves the list and the next oldest opens.

Sothe Waiting count and the number next to Inbox go down by one.

Mark done is briefly unavailable when a new caller comes up, so a double click can't close one you haven't read.

Step 3: Undo a mistake

Doselect Undo while the bar is showing.

You'll seeUndoing…, then the caller back in Waiting, selected, in their original place.

the bar shows for 5 seconds. Pointing at it, or moving to it with the keyboard, keeps it open.

Result

You'll seethe caller gone from Waiting, or back in it after Undo.

If it doesn't work

If you see: This request was updated since you opened it. Check it again.The caller asked again. Nothing was closed. Read the updated request, then mark it done.
If you see: This hand-over is no longer here. Refreshing the list.It was dealt with or removed. Carry on with the list.
If you see: You don't have permission to mark this done.Ask your clinic Owner
If you see: Your session has expired. Sign in again to mark this done.Sign in again (Recover a sign-in problem)
If you see: Couldn't save. Check your connection and try again.Check your connection and try again
If you see: Too late to undo. It's marked done.The time to undo has passed. Call the caller back if you still need to.
If you see: Couldn't undo. Check your connection.Select Dismiss, then check your connection
Working: The caller gone from WaitingDone

Limits

you can only undo your own Mark done, within a minute of it.

if a teammate already marked the caller done, your Mark done clears it too, without an Undo.

Inbox has no list of callers already marked done.

Verification details

Checked against the Keel product source and in the live product on 2026-10-10. No step on this page was observed. Mark done, Undo and their error messages were not exercised.