Review and approve the agent's service description
Check what the AI understood about a service, fix its wording if needed, and approve it so agents can offer it.
Purpose
After you save a service, Keel's AI writes down what it understood, in your patients' words. Agents can offer the service only after you approve that read-back. Approving is how you make sure agents match the right patient requests to the right service.
Before you start
only the clinic Owner can review and approve.
the read-back is written a short time after you add a service or change its name or
description.
Steps
Step 1: Find services to review
Doon Today, select Rate card, then the Needs your review tab.
You'll seeeach service waiting for you, marked Needs your review.
Step 2: Open what the AI understood
Doselect a service, then See what the AI understood ›. You can also select its status line.
You'll seeWHAT THE AI UNDERSTOOD, with three parts: COVERS, PATIENTS SAY and NOT.
Step 3: Read the three parts
Docheck each part against what you actually offer.
SoCOVERS is what the service includes. PATIENTS SAY is the words agents match a patient's request
against. NOT is what it doesn't include, so agents don't offer it for that.
add the everyday words your patients use, including local-language ones. These are what
agents listen for.
Step 4: Approve it
Doif all three parts are right, select Approve.
You'll seeApproved — agents can offer this., and an Approved label on the service.
Soagents can now offer this service, as long as nothing else on the rate card stops them.
you can't approve until there is at least one phrase under PATIENTS SAY.
Step 5: Fix the wording
Doif something is wrong, select Fix wording. Edit COVERS. Type a phrase and select + add a word, or
select × to remove one. Then select Save & approve.
You'll seeYour words replace the AI’s. Nothing goes live until you approve.
Save & approve needs text under COVERS and at least one phrase under PATIENTS SAY.
Result
You'll seethe service's status line reads Agents can offer this, or names the next thing to fix.
You'll seethe summary under WHAT THE AI UNDERSTOOD shows how many things patients say and the date you
approved it.
If it doesn't work
- If you see: Writing what the AI understood…Wait a few minutes, then check again
- If you see: The AI hasn’t read this one back yet.Wait. It runs shortly after a service is added or its wording changes.
- If you see: Couldn’t write the read-back after a number of triesSelect Try again
- If you see: This was written without model credentialsSelect Try again to get a real read-back
- If you see: The saved read-back couldn’t be read.Select Try again to write a fresh one
- If you see: Approve can't be selectedSelect Fix wording and add at least one patient phrase (step 5)
- If you see: This changed while you were reading it — reloading.A new read-back arrived. Read it again, then approve.
- If you see: You don’t have permission to approve services.Ask the clinic Owner to approve it
- If you see: Approved — but another service uses some of the same patient wordsThe approval went through. Make the phrases of the two services different, so agents can tell them apart.
- Working: Approved — agents can offer this.Done
Limits
changing a service's name or description sends it back to Needs your review. Changing its
price, category, length or on/off doesn't.
once a service is approved, asking the AI to write it again is not available unless you
change the name or description. To correct it, use Fix wording, or Approve again after reading it.
approval is for the whole clinic, not per doctor, and covers every agent channel.
approval only affects agents. Your front desk can still use the service when booking by hand.
Checked against the Keel product source and in the live product on 2026-10-09. The Needs your review tab and status, the See what the AI understood link and the COVERS, PATIENTS SAY and NOT parts with Approve and Fix wording were observed. Approving, fixing the wording and the error messages were not exercised.