Troubleshoot a missing response
Work out why a patient's WhatsApp message got no reply, or not the reply they needed, checking each cause in order.
Purpose
For a clinic that's set up, the WhatsApp agent answers every message it receives, even if only to say it's having trouble. If a patient says nobody replied, work down this list in order and fix the first ✗ you find.
Checklist
- If you see: Your plan includes the WhatsApp agentThe trial and some plans don't. Understand Keel offerings
- If you see: In Setup, WhatsApp sender approved is done under Front-office channelsFollow the WhatsApp step in Setup
- If you see: The patient's message is in Inbox under AllIt never reached Keel. Check they messaged your clinic's WhatsApp number. Prepare WhatsApp setup
- If you see: The conversation says The assistant is handling this thread.If it says You're handling this or that a colleague has control, the agent is paused until they select Hand back. Return a conversation to the agent
- If you see: The agent didn't reply "Sorry — I can only read typed messages right now…"If it did, the patient sent a photo or document. Ask them to type, or reply yourself. Reply as a person
- If you see: The agent didn't reply "Sorry, we are having a little trouble at the moment…"If it did, it couldn't answer this time. Take over and reply yourself. Reply as a person
- If you see: The conversation isn't under EscalatedIf it is, the agent flagged it for a person. Know when a person must take over
- If you see: The patient isn't waiting under Handed overIf they are, the agent passed them to your front desk for a call back. Work through handed-over messages
- If you see: Your own reply doesn't show not deliveredWhatsApp didn't deliver it. Call the patient from the phone icon in the conversation
- Working: All of the aboveThe agent replied. Read its reply (Understand agent replies and actions). Keel doesn't show whether the agent's replies were delivered.
Checked against the Keel product source and in the live product on 2026-10-10. Conversations listed in Inbox, the Escalated and Handed over tabs and the reply to a non-text message were observed. Opening a conversation, the control banners, delivery labels and the error reply were not exercised.