Troubleshooting
Checklists to run, in order, when something in Keel doesn't work as expected.
Guides
Sign-in and access
troubleshootingRecover a sign-in problemWork through the sign-in messages in order, from a missing code to a clinic you can't open.troubleshootingResolve an unavailable actionFind out why a button is missing, greyed out or locked for you, and who can unlock it.troubleshootingWhy a feature is unavailableFind out whether your trial, a plan limit or your role is stopping a feature, and what to do about each.Booking and calendars
troubleshootingWhy booking was refusedFind out why Keel wouldn't book a visit from the desk, checking each cause in the order you'd meet it.troubleshootingCheck before retrying a bookingBefore you book again after an error, check whether the first booking saved, so the patient isn't booked twice.troubleshootingWhy a slot is missingWork out why an agent didn't offer a time for a doctor, checking each cause in order.troubleshootingWhy an agent cannot offer a serviceWork through the checks, in order, that decide whether your Front Office agents can offer and book a service.troubleshootingAppointment saved but notification failedKeel saved the appointment but said reminders did not start. Check it's booked once, then confirm the visit with the patient yourself.troubleshootingFix a calendar connection problemFix a Google Calendar connection that won't connect, needs reconnecting or isn't showing busy time.WhatsApp and calls
troubleshootingTroubleshoot a missing responseWork out why a patient's WhatsApp message got no reply, or not the reply they needed, checking each cause in order.troubleshootingResolve an unowned or stalled conversationFind out why a WhatsApp conversation or handed-over caller is stuck, and who can move it on, checking each cause in order.Scribe, notes and prescriptions
troubleshootingWhat to do when a draft does not appearIf the draft note hasn't appeared after you end a scribed consult, check these in order.troubleshootingRecover from interrupted recordingIf the tab closed, the browser crashed or the save failed, reopen the consultation on the same device to recover the recording.troubleshootingWhy signing is blockedFind out why Keel won't sign your note, and what to do about each reason.troubleshootingResolve medicine review blockersFix each medicine Keel marked when it refused to sign your note.