Work through handed-over messages
Call back the callers the assistant handed to the front desk, oldest first, and make the change they asked for.
Purpose
When the assistant can't fully help a caller, on WhatsApp or on the phone, it hands them to the front desk. They wait in Handed over, oldest first, until someone deals with them and marks them done.
Before you start
the Owner, Doctor and Front Desk roles can see and mark done handed-over callers.
a handed-over caller is not a conversation. You call them back; you can't reply to them in
Inbox.
Steps
Step 1: Open Handed over
Doin Inbox, select Handed over. You can also select callers handed over · Open or
Open Handed over in the middle of Inbox.
You'll seeWaiting with a count, and the callers oldest first. Each row shows when it came in, the name,
what they want and how (such as Cancel · WhatsApp or Move · Voice · no number), and a Waiting time.
the Waiting time turns red after an hour. The oldest caller opens on its own.
Step 2: Read the request
You'll seeWanted: A call back, Cancel the visit or Move the visit.
You'll seeVisit: the visit's time and doctor, No visit attached, or Not identified.
You'll seeNote: what the assistant wrote down, word for word.
You'll seeBlocked and Needs you when the assistant couldn't confirm who was calling, for example
Call back, confirm who is calling, then cancel the visit if it is theirs.
Step 3: Call them back
Doselect Call followed by their number.
You'll seeyour phone's dialer with the full number.
with no usable number there's no Call button. The top line shows No number, or the words
the caller gave.
Step 4: Make the change
Dofor a cancel or move request, confirm who is calling, then cancel or move the visit in Keel
(Cancel an appointment, Reschedule an appointment).
Somarking the request done doesn't cancel or move anything. The visit changes only when you change it.
Step 5: Mark it done
Doselect Mark done.
You'll seeMarked done: and their name, with Undo. The next oldest caller opens.
Sothe caller leaves Waiting with your name against it (Mark a handed-over item done or undo it).
Result
You'll seeNothing handed over when everyone has been dealt with.
Soevery caller the assistant passed to the desk has been dealt with.
If it doesn't work
- If you see: Couldn't load hand-overs — retrying…Check your connection. Keel keeps trying.
- If you see: Couldn't refresh. Showing the list from a timeThe list may be out of date. Check your connection.
- If you see: Your session has expired. Sign in again to see hand-overs.Sign in again (Recover a sign-in problem)
- If you see: You no longer have access to hand-overs.Your access has changed, for example a new role. Ask your clinic Owner.
- If you see: No Mark done buttonYour role can't mark hand-overs done. Ask your clinic Owner.
- If you see: Couldn't load more. Try again.Select Load more again
- Working: Nothing handed overDone
Limits
you can't reply to, assign or set a deadline on a handed-over caller in Inbox.
the list refreshes every so often and when you come back to it, so a new caller may take a
moment to appear.
if a caller asks again after being marked done, they come back to Waiting with the new
request.
Inbox has no list of callers already marked done.
Checked against the Keel product source and in the live product on 2026-10-10. The Handed over tab with its count and the callers handed over link were observed. The handed-over list, the request details, Call and Mark done were not exercised.