Return a conversation to the agent
Hand a WhatsApp conversation back to the assistant, close it, or as the Owner take it back from a teammate who is away.
Purpose
While a person is handling a conversation, the assistant stays paused for that patient. When you've finished, hand it back or close it so the assistant answers again. If a teammate is holding a conversation and isn't there, the Owner can take it back for them.
Before you start
only the person handling a conversation can hand it back or close it.
only the Owner can use Force hand back.
Steps
Step 1: Hand back
Doin the You're handling this banner, select Hand back.
You'll seeThe assistant is handling this thread.
Sothe assistant answers the patient's next message. Handing back doesn't send the patient anything.
Step 2: Close the conversation
Dowhen nothing more is needed, select Close in the You're handling this banner instead.
You'll seeThis conversation is closed., and it leaves the Inbox list.
Soclosing also hands it back to the assistant. If the patient writes again, the conversation comes back to
Inbox.
closing is the only way to clear Escalated. Handing back keeps it.
Step 3: Force hand back
Doas the Owner, open a conversation showing [name] has control, then select Force hand back.
You'll seeThe assistant is handling this thread.
Soyour teammate can no longer reply in it, and the assistant answers the patient's next message.
it works in one click, with no confirmation. Keel records who took it back. Your teammate can
take it over again.
Result
You'll seeThe assistant is handling this thread. with Take over available, or the conversation gone
from the list after Close.
If it doesn't work
- If you see: No Hand back or CloseYou aren't the one handling it. Ask the person named in the banner, or your Owner.
- If you see: A colleague has control with no nameThe person may have left your team. The Owner can use Force hand back (step 3).
- If you see: Only an admin can force hand back.Ask your clinic Owner
- If you see: This thread was already handed back.Someone handed it back first. Nothing to do.
- If you see: Could not hand back. Try again.Try again
- Working: The assistant is handling this thread.Done
Limits
Force hand back is shown only to the Owner, marked Admin.
a conversation stays with whoever took it over until they hand it back or close it, or the
Owner forces it back. Removing someone from your team doesn't hand back their conversations
(Prepare for a staff departure).
Checked against the Keel product source and in the live product on 2026-10-10. No step on this page was observed. Handing back, closing, a closed conversation reopening and Force hand back were not exercised.