[{"id":"/airgent/agents-and-capabilities","title":"Agents and their capabilities","summary":"The jobs Airgent's agents do today, and what each can and can't do.","product":"airgent","kind":"landing","path":"Help Center › Airgent","questions":"","headings":"","text":"","sections":[]},{"id":"/airgent/getting-started","title":"Getting started and onboarding","summary":"How Airgent sets up a deployment with you, and what you prepare.","product":"airgent","kind":"landing","path":"Help Center › Airgent","questions":"","headings":"","text":"","sections":[]},{"id":"/airgent","title":"Airgent help","summary":"","product":"airgent","kind":"landing","path":"Help Center","questions":"","headings":"","text":"What Airgent's agents do, and how a deployment is set up with you.","sections":[]},{"id":"/airgent/monitoring-and-troubleshooting","title":"Monitoring and troubleshooting","summary":"How to check what an agent did, and what to do when something goes wrong.","product":"airgent","kind":"landing","path":"Help Center › Airgent","questions":"","headings":"","text":"","sections":[]},{"id":"/airgent/overview/what-airgent-does","title":"What Airgent does","summary":"Airgent deploys AI agents for healthcare work and sets each deployment up with you. See the two jobs available today and what isn't available yet.","product":"airgent","kind":"guide","path":"Help Center › Airgent › Overview — understand the product","questions":"What can Airgent's agents do today? Can Airgent connect to the systems we already use? Who sets up an Airgent deployment?","headings":"Purpose Before you start The jobs you can deploy Not available yet","text":"Airgent is the execution layer for healthcare operations. It deploys AI agents that carry out work a person would otherwise carry between systems, such as answering patients and drafting consultation notes. Airgent sets up each deployment with you, and the Airgent harness controls what every agent may do and when a person takes over. each agent does one job. Two jobs are available today, both for healthcare: Front Office and Scribe. today the agents work in Keel, Airgent's clinic application. Their results appear in Keel's Inbox, Appointments and consultation notes. there's no self-service setup. The Airgent team sets up your deployment with you, and changes it with you. Front Office Answers patients on WhatsApp and phone calls: clinic hours, open times, booking, moving and cancelling visits, and taking a message. Anything it can't finish goes to your team. Available Front Office: recognise a returning patient Knows a patient from the number they message from Available on WhatsApp Scribe Drafts a consultation note from the recorded visit Available your team handles the exceptions the agents pass on, rather than every request. a doctor reviews and signs every Scribe note. No setting removes that step. some approvals can be set for your clinic, such as asking staff to confirm before an agent moves or cancels a visit. connecting agents to your own systems, such as an EMR or HIS, is not available. The agents work in Keel only. a public API for Airgent is not available. run history and monitoring of the agents' work are not available. You check their work in Keel's Inbox and Appointments, as shown in Confirm what the agent did. the Front Office agent offers the services you've approved on Keel's rate card, and books them with the doctors who perform them. It doesn't quote your fees. checking a patient in, recall and other jobs are not available. Airgent doesn't send appointment confirmations or reminders to patients yet.","sections":[{"id":"purpose","title":"Purpose","text":"airgent is the execution layer for healthcare operations. it deploys ai agents that carry out work a person would otherwise carry between systems, such as answering patients and drafting consultation notes. airgent sets up each deployment with you, and the airgent harness controls what every agent may do and when a person takes over."},{"id":"before-you-start","title":"Before you start","text":"each agent does one job. two jobs are available today, both for healthcare: front office and scribe. today the agents work in keel, airgent's clinic application. their results appear in keel's inbox, appointments and consultation notes. there's no self-service setup. the airgent team sets up your deployment with you, and changes it with you."},{"id":"result","title":"The jobs you can deploy","text":"front office answers patients on whatsapp and phone calls: clinic hours, open times, booking, moving and cancelling visits, and taking a message. anything it can't finish goes to your team. available front office: recognise a returning patient knows a patient from the number they message from available on whatsapp scribe drafts a consultation note from the recorded visit available your team handles the exceptions the agents pass on, rather than every request. a doctor reviews and signs every scribe note. no setting removes that step. some approvals can be set for your clinic, such as asking st"},{"id":"limits","title":"Not available yet","text":"connecting agents to your own systems, such as an emr or his, is not available. the agents work in keel only. a public api for airgent is not available. run history and monitoring of the agents' work are not available. you check their work in keel's inbox and appointments, as shown in confirm what the agent did. the front office agent offers the services you've approved on keel's rate card, and books them with the doctors who perform them. it doesn't quote your fees. checking a patient in, recall and other jobs are not available. airgent doesn't send appointment confirmations or reminders to p"}],"next":{"route":"/developers/agent-harness/concepts-and-supported-capabilities","title":"Concepts and supported capabilities"}},{"id":"/airgent/plans-usage-and-limits","title":"Plans, usage and limits","summary":"What your deployment covers, and how to change it.","product":"airgent","kind":"landing","path":"Help Center › Airgent","questions":"","headings":"","text":"","sections":[]},{"id":"/airgent/tools-configuration-and-integrations","title":"Tools, configuration and integrations","summary":"How agents are connected and configured. Airgent does this setup with you.","product":"airgent","kind":"landing","path":"Help Center › Airgent","questions":"","headings":"","text":"","sections":[]},{"id":"/airgent/workflows-approvals-and-handoffs","title":"Workflows, approvals and handoffs","summary":"How agent work moves through approvals, and when it reaches a person.","product":"airgent","kind":"landing","path":"Help Center › Airgent","questions":"","headings":"","text":"","sections":[]},{"id":"/developers/agent-harness/concepts-and-supported-capabilities","title":"Concepts and supported capabilities","summary":"How Airgent agents are offered, deployed, configured and run, and which of those capabilities you can use today.","product":"developers","kind":"reference","path":"Help Center › Developer Documentation › Agent harness","questions":"What is the difference between a deployment and its configuration? Can I connect Airgent agents to my own systems? Which agents can I deploy today?","headings":"Concept Availability Configuration Errors","text":"Airgent agents run on a harness. It turns a business event, such as a patient asking for an appointment, into work done inside your systems. The harness has four layers. Each layer has a different owner and changes in a different way. Catalog What Airgent offers: each job (such as Front Office or Scribe), the workflows it includes, the approvals it enforces and the systems it needs Airgent Airgent releases it. It's the same for every customer. Deployment What you've taken up: which jobs are live, where, and under which approvals You and Airgent Agreed when you deploy Configuration How a deployment is wired for you: your connected systems, data mappings, workflow tuning and agent policy (persona, languages, what it may and may not do, when it hands over to a person) Set per customer Changed by Airgent with you, without an Airgent release Execution What happens for each event: trigger, steps, actions and the outcome The harness Follows your current configuration Workflow. A workflow is the unit of work. It has a trigger, an optional condition and ordered steps. Each step is one of these: an action on a connected system (for example, book) an agent step that decides, drafts or converses a wait a decision an approval that a named person must confirm A workflow ends in an outcome or an escalation to a person. Action. An action is one system-independent verb, such as check availability, book, reschedule, cancel or check in. A workflow made from existing actions is configuration. A workflow that needs a new action needs an Airgent release. Approval. Some approvals are mandatory: a doctor signs every scribe note, and no setting removes that. Others are configurable, such as staff confirmation before an agent cancels or reschedules. Front Office agent for healthcare: answer clinic hours, check availability, book and confirm, reschedule, cancel, take a message Available Front Office agent for healthcare: recognise a returning patient Available on WhatsApp Front Office agent f","sections":[{"id":"concept","title":"Concept","text":"airgent agents run on a harness. it turns a business event, such as a patient asking for an appointment, into work done inside your systems. the harness has four layers. each layer has a different owner and changes in a different way. catalog what airgent offers: each job (such as front office or scribe), the workflows it includes, the approvals it enforces and the systems it needs airgent airgent releases it. it's the same for every customer. deployment what you've taken up: which jobs are live, where, and under which approvals you and airgent agreed when you deploy configuration how a deploy"},{"id":"availability","title":"Availability","text":"front office agent for healthcare: answer clinic hours, check availability, book and confirm, reschedule, cancel, take a message available front office agent for healthcare: recognise a returning patient available on whatsapp front office agent for healthcare: check in a patient not available scribe for healthcare: produce a draft note for the doctor to review and sign available front office agent for other business types not available recall, business discovery and patient intelligence jobs not available the system your agents act on keel only connections to your own systems (fhir, rest, mcp,"},{"id":"configuration","title":"Configuration","text":"not available for self-service. airgent sets up your deployment's configuration with you during deployment. to change it, contact airgent."},{"id":"errors","title":"Errors","text":"not available. there is no published error reference for the harness yet."}]},{"id":"/developers/getting-started/who-this-is-for","title":"Who developer documentation is for","summary":"What Airgent runs for you, what your team looks after, and what you can and can't build on today. There's no public API yet.","product":"developers","kind":"reference","path":"Help Center › Developer Documentation","questions":"Is there an Airgent API I can build on? What does Airgent run for us, and what does our team do? Do we need to host or install anything to use Airgent agents?","headings":"Concept Availability","text":"This section is for the developer or IT person at a clinic that uses Airgent. It explains how Airgent agents work, what Airgent runs for you, and what you can build on today. Today, Airgent runs your agents for you. There's nothing to host, install or code. Your team's part is keeping Keel up to date and handling what the agents pass to you. Airgent Runs the agents and the harness they run on. Sets up your deployment and its configuration with you, and changes it when you ask. Connects your WhatsApp and your clinic phone numbers to the agents. Your team Keeps the facts the agents answer from up to date in Keel: clinic details, opening hours, doctors' hours and bookable services. Chooses the desk phones. Switches call forwarding on or off on your clinic numbers. Follows up on what the agents hand over in Inbox. The agents act only in Keel. They answer from what Keel holds and book, move and cancel appointments there. Public API Not available Your own code calling Airgent agents or Keel Not available Connecting Airgent agents to your own systems Not available Running Airgent agents on your own infrastructure Not available. Airgent runs every deployment. Self-service configuration Not available. Airgent configures your deployment with you. How agents work: concepts, actions and configuration Available in this section","sections":[{"id":"concept","title":"Concept","text":"this section is for the developer or it person at a clinic that uses airgent. it explains how airgent agents work, what airgent runs for you, and what you can build on today. today, airgent runs your agents for you. there's nothing to host, install or code. your team's part is keeping keel up to date and handling what the agents pass to you. airgent runs the agents and the harness they run on. sets up your deployment and its configuration with you, and changes it when you ask. connects your whatsapp and your clinic phone numbers to the agents. your team keeps the facts the agents answer from u"},{"id":"availability","title":"Availability","text":"public api not available your own code calling airgent agents or keel not available connecting airgent agents to your own systems not available running airgent agents on your own infrastructure not available. airgent runs every deployment. self-service configuration not available. airgent configures your deployment with you. how agents work: concepts, actions and configuration available in this section"}],"next":{"route":"/developers/agent-harness/concepts-and-supported-capabilities","title":"Concepts and supported capabilities"}},{"id":"/developers","title":"Developer Documentation","summary":"","product":"developers","kind":"landing","path":"Help Center","questions":"","headings":"","text":"What developers can use today, and what isn't available yet.","sections":[]},{"id":"/","title":"Help Center home","summary":"","product":"other","kind":"landing","path":"","questions":"","headings":"","text":"Search the guides, or choose Keel or Airgent to see their help.","sections":[]},{"id":"/keel/appointments/book-a-walk-in-or-remote-consultation-where-supported","title":"Book a walk-in or remote consultation where supported","summary":"Book a patient who is at the desk now, or mark a booking as a video visit, and know what each option does.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Appointments","questions":"How do I book a walk-in patient? Does a walk-in need to fit the doctor's hours? Does Keel send the patient a video link for a video visit?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Use this when a patient is at the desk and wants to be seen today, or when a booked visit will happen over video. Both use the same Book a visit form as a normal booking, with a different choice under When. the clinic Owner, Doctor and Front Desk roles can book. a patient who is already booked doesn't need a walk-in. Check them in instead. Open Book a visit select New appointment in the top bar, or + Walk-in on Appointments. choose the patient under Patient. Book a visit. Choose Walk-in under When, select Walk-in. No slot — joins the live queue now, and no date or time to pick. the visit is booked for now, not for a later time. check that Walk-in is selected even if you came from + Walk-in. The form can open on Scheduled. Choose the doctor and services select the doctor under Doctor, then tick the services under Services. a walk-in isn't checked against the doctor's hours, because the patient is already here. Book the walk-in select Book visit once. Appointment booked. The form stays open. the walk-in is saved. Select Book visit again only for a different patient, or you'll book them twice. check the patient in when they're ready to join the doctor's line (next guide). Book a video visit under When, select Video, pick the date and time, then choose the doctor and services and select Book visit. Appointment booked., then the visit page. the visit is saved as a video visit at that time. the doctor's hours are checked just as for an in-person visit. a walk-in on Appointments for today, with the doctor you chose. a video visit on Appointments on the day you picked. Date and time pickers under When Scheduled or Video is selected. Select Walk-in (step 2). Book visit stays unavailable Choose a doctor and add a service, or follow the line under the button (why booking was refused) You're not sure the walk-in saved Look for the patient on Appointments for today before booking again (check before retrying) Appointment booked. Done. Check the patient in when they're ready. cre","sections":[{"id":"purpose","title":"Purpose","text":"use this when a patient is at the desk and wants to be seen today, or when a booked visit will happen over video. both use the same book a visit form as a normal booking, with a different choice under when."},{"id":"before-you-start","title":"Before you start","text":"the clinic owner, doctor and front desk roles can book. a patient who is already booked doesn't need a walk-in. check them in instead."},{"id":"steps","title":"Steps","text":"open book a visit select new appointment in the top bar, or + walk-in on appointments. choose the patient under patient. book a visit. choose walk-in under when, select walk-in. no slot — joins the live queue now, and no date or time to pick. the visit is booked for now, not for a later time. check that walk-in is selected even if you came from + walk-in. the form can open on scheduled. choose the doctor and services select the doctor under doctor, then tick the services under services. a walk-in isn't checked against the doctor's hours, because the patient is already here. book the walk-in se"},{"id":"result","title":"Result","text":"a walk-in on appointments for today, with the doctor you chose. a video visit on appointments on the day you picked."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"date and time pickers under when scheduled or video is selected. select walk-in (step 2). book visit stays unavailable choose a doctor and add a service, or follow the line under the button (why booking was refused) you're not sure the walk-in saved look for the patient on appointments for today before booking again (check before retrying) appointment booked. done. check the patient in when they're ready."},{"id":"limits","title":"Limits","text":"creating or sending a video link from keel is not available yet. agree with the patient how you'll connect before the visit. your front office agents can't book video visits. a walk-in still needs a doctor. booking without one is not available."}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"},"next":{"route":"/keel/today/check-in-a-patient","title":"Check in a patient"}},{"id":"/keel/appointments/book-an-appointment","title":"Book an appointment","summary":"Book a patient with a doctor at a set time, add the services and check the visit is saved.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Appointments","questions":"How do I book an appointment in Keel? Can I book a doctor outside their hours? What happens if the time I picked is already taken?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Book a patient with a doctor at a set time, add what the visit is for, and check the appointment is saved. The same form is used whether the patient is on the phone or at the desk. the clinic Owner, Doctor and Front Desk roles can book. Finance can't. each visit is booked with a doctor, so at least one doctor must be on your team. a doctor's times are checked against their weekly hours. Set those first so the form doesn't warn on every booking. Open Book a visit select New appointment in the top bar. You can also use + Book on Appointments or Calendar, or Book appointment on a patient's record. Book a visit, with Patient, When, Doctor, Services and Case on the left and THE BILL on the right. Choose the patient type in Search by phone or name… and select the patient. if they aren't listed, select + New patient, fill in Full name, Phone, Age and Sex, then select Add patient. search by phone first. It's the quickest way to avoid adding the same patient twice. Choose the time under When, keep Scheduled selected and pick the date and time. for a patient who is here now, use Walk-in instead (walk-in guide). Choose the doctor under Doctor, select the doctor. a short check of that time, such as NO WAIT or SHORT WAIT. If the doctor isn't working then, you'll see DOCTOR NOT IN, AWAY, TIME BLOCKED or NO SCHEDULE YET. pick another time, or select Book anyway if you mean to book outside their hours. if your clinic has one doctor, they're already selected. Book anyway is recorded. Add services under Services, tick what the visit is for. To charge something not on your rate card, select Add service and type the amount. each service added to THE BILL, with Net and Outstanding at booking. if your clinic has no rate card yet, you'll see No rate card set up yet. Type an amount, or leave it empty if you aren't charging. for a follow-up, choose Follow-up on a past visit under Case and pick the visit under Following up on. Book the visit select Book visit. Appointment booked., then the v","sections":[{"id":"purpose","title":"Purpose","text":"book a patient with a doctor at a set time, add what the visit is for, and check the appointment is saved. the same form is used whether the patient is on the phone or at the desk."},{"id":"before-you-start","title":"Before you start","text":"the clinic owner, doctor and front desk roles can book. finance can't. each visit is booked with a doctor, so at least one doctor must be on your team. a doctor's times are checked against their weekly hours. set those first so the form doesn't warn on every booking."},{"id":"steps","title":"Steps","text":"open book a visit select new appointment in the top bar. you can also use + book on appointments or calendar, or book appointment on a patient's record. book a visit, with patient, when, doctor, services and case on the left and the bill on the right. choose the patient type in search by phone or name… and select the patient. if they aren't listed, select + new patient, fill in full name, phone, age and sex, then select add patient. search by phone first. it's the quickest way to avoid adding the same patient twice. choose the time under when, keep scheduled selected and pick the date and time"},{"id":"result","title":"Result","text":"the visit page for the patient, showing the doctor and time you chose under what is promised. the patient on appointments for that day. the time is held for this patient with this doctor."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"book visit stays unavailable with a line under it do what the line says, for example choose a doctor or add a service (why booking was refused) that doctor already has a visit overlapping this time… with next free times select one of the next free times, or choose another doctor this patient already has a visit booked at exactly this time… they're already booked. find that visit before doing anything else. could not reach the server… or could not book appointment. try again. check whether it saved before you try again (check before retrying) the visit page opens done"},{"id":"limits","title":"Limits","text":"a doctor can't be booked twice at the same time. book anyway doesn't change that. a patient can't have two visits at exactly the same time. you can't book a time that has already passed. collecting payment while booking is not available yet. collect payment now doesn't record a payment."}],"before":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"},"next":{"route":"/keel/today/check-in-a-patient","title":"Check in a patient"}},{"id":"/keel/appointments/cancel-an-appointment","title":"Cancel an appointment","summary":"Cancel a visit that won't happen, see what happens to its bill and reminders, and check it's cancelled.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Appointments","questions":"How do I cancel a patient's appointment? What happens to the bill when I cancel a visit? Why can't I cancel a visit that has been paid for?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Cancel a visit when the patient or the clinic calls it off. Keel cancels the visit, clears any unpaid bill for it and stops its own reminder schedule, all in one step. the clinic Owner, Doctor and Front Desk roles can cancel. to keep the visit at another time, reschedule it instead. a visit that has been paid for can't be cancelled until the payment is refunded. Open the visit on Appointments, select the patient's visit, then select Cancel. End this visit, with the option Cancelled. once the visit time has passed, you'll also see Marked no-show. Choose Cancelled select Cancelled. what will happen to the bill, such as the unpaid amount followed by voided, or nothing owed. You'll also see reminders stop. you can see what cancelling does to the bill before you confirm. reminders stop is about Keel's own reminder schedule. Keel doesn't send reminders to patients yet. End the visit select End visit. Appointment cancelled., with the amount if a bill was cancelled. the visit is cancelled and its time is free for another patient. the visit marked Cancelled, with no actions left on it. the unpaid bill for this visit is cancelled. Keel doesn't message the patient about the cancellation, so tell them yourself. No Cancel on the visit The consultation has started or ended, or the visit is already closed. Or your role can't cancel. This visit cannot be ended yet and This visit has already been paid for Refund the payment first. Nothing has changed on the visit. Select Back to visit. This visit has already moved on Someone changed it while you had it open. Refresh to see where it stands. Could not cancel. Try again. Refresh the visit and check its status before you try again Cancelled on the visit Done a cancelled visit can't be reopened. Book a new one if the patient comes back. when an agent tells a patient a visit is cancelled, check that Keel shows it as Cancelled. The agent's message alone doesn't change the visit. cancellations an agent can't make itself, such as a paid visi","sections":[{"id":"purpose","title":"Purpose","text":"cancel a visit when the patient or the clinic calls it off. keel cancels the visit, clears any unpaid bill for it and stops its own reminder schedule, all in one step."},{"id":"before-you-start","title":"Before you start","text":"the clinic owner, doctor and front desk roles can cancel. to keep the visit at another time, reschedule it instead. a visit that has been paid for can't be cancelled until the payment is refunded."},{"id":"steps","title":"Steps","text":"open the visit on appointments, select the patient's visit, then select cancel. end this visit, with the option cancelled. once the visit time has passed, you'll also see marked no-show. choose cancelled select cancelled. what will happen to the bill, such as the unpaid amount followed by voided, or nothing owed. you'll also see reminders stop. you can see what cancelling does to the bill before you confirm. reminders stop is about keel's own reminder schedule. keel doesn't send reminders to patients yet. end the visit select end visit. appointment cancelled., with the amount if a bill was can"},{"id":"result","title":"Result","text":"the visit marked cancelled, with no actions left on it. the unpaid bill for this visit is cancelled. keel doesn't message the patient about the cancellation, so tell them yourself."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no cancel on the visit the consultation has started or ended, or the visit is already closed. or your role can't cancel. this visit cannot be ended yet and this visit has already been paid for refund the payment first. nothing has changed on the visit. select back to visit. this visit has already moved on someone changed it while you had it open. refresh to see where it stands. could not cancel. try again. refresh the visit and check its status before you try again cancelled on the visit done"},{"id":"limits","title":"Limits","text":"a cancelled visit can't be reopened. book a new one if the patient comes back. when an agent tells a patient a visit is cancelled, check that keel shows it as cancelled. the agent's message alone doesn't change the visit. cancellations an agent can't make itself, such as a paid visit, wait in inbox under handed over, marked cancel the visit. cancel the visit here first, then mark it done there."}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"},"next":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"}},{"id":"/keel/appointments/confirm-an-agent-created-booking","title":"Confirm an agent-created booking","summary":"Check that a booking, move or cancellation an agent told a patient about really exists in Keel.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Appointments","questions":"How do I check that the agent really booked the appointment? The agent said the visit was cancelled, so why does it still show in Keel? Where do move and cancel requests from the agent go?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When your WhatsApp or voice agent tells a patient a visit is booked, moved or cancelled, check Keel. The appointment in Keel is the booking. The agent's message on its own isn't. an agent books, moves and cancels the same way your desk does. Its bookings look like any other booking in Keel. have the patient's name and the day the agent mentioned. Note what the agent said open the patient's conversation in Inbox, or the call, and note the doctor, date and time the agent read back. you know exactly what to look for in Keel. Find the visit on Appointments, choose Today, Week or Month, and the doctor if you need to. Find the patient. in a WhatsApp conversation with a linked patient, NEXT APPOINTMENT shows their next visit. Check the details open the visit and read When and With under What is promised. the date, time and doctor saved for the patient. if they match what the agent said, the patient is booked. for a cancellation, the visit should show Cancelled. Check handed-over requests in Inbox, open Handed over. any request the agent passed to you, such as Handed over · Move with Move the visit, or Handed over · Cancel with Cancel the visit. the agent didn't make these changes. Make the change on the visit first, then mark the request done. the visit in Keel with the doctor and time the agent gave the patient. what the patient was told and what Keel holds now match. No visit for the patient on that day It isn't booked. Check Handed over for a request, then book it yourself (check before retrying). The visit is there, but the time or doctor differs Go by what Keel shows. Reschedule if the patient needs the other time. The patient was told it's cancelled, but it doesn't show Cancelled Cancel it yourself. The agent's message didn't change the visit. A Handed over request is waiting Make the change, then mark the request done (work through handed-over messages) The visit matches Done agents can't book video visits. a booking made by an agent doesn't create a bill for the vi","sections":[{"id":"purpose","title":"Purpose","text":"when your whatsapp or voice agent tells a patient a visit is booked, moved or cancelled, check keel. the appointment in keel is the booking. the agent's message on its own isn't."},{"id":"before-you-start","title":"Before you start","text":"an agent books, moves and cancels the same way your desk does. its bookings look like any other booking in keel. have the patient's name and the day the agent mentioned."},{"id":"steps","title":"Steps","text":"note what the agent said open the patient's conversation in inbox, or the call, and note the doctor, date and time the agent read back. you know exactly what to look for in keel. find the visit on appointments, choose today, week or month, and the doctor if you need to. find the patient. in a whatsapp conversation with a linked patient, next appointment shows their next visit. check the details open the visit and read when and with under what is promised. the date, time and doctor saved for the patient. if they match what the agent said, the patient is booked. for a cancellation, the visit sho"},{"id":"result","title":"Result","text":"the visit in keel with the doctor and time the agent gave the patient. what the patient was told and what keel holds now match."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no visit for the patient on that day it isn't booked. check handed over for a request, then book it yourself (check before retrying). the visit is there, but the time or doctor differs go by what keel shows. reschedule if the patient needs the other time. the patient was told it's cancelled, but it doesn't show cancelled cancel it yourself. the agent's message didn't change the visit. a handed over request is waiting make the change, then mark the request done (work through handed-over messages) the visit matches done"},{"id":"limits","title":"Limits","text":"agents can't book video visits. a booking made by an agent doesn't create a bill for the visit yet. if an agent can't confirm who a patient is, it changes nothing and passes the request to your front desk."}],"before":{"route":"/keel/front-desk/what-the-whatsapp-agent-can-handle","title":"What the WhatsApp agent can handle"},"next":{"route":"/keel/inbox/work-through-handed-over-messages","title":"Work through handed-over messages"}},{"id":"/keel/appointments/reschedule-an-appointment","title":"Reschedule an appointment","summary":"Move a booked appointment to a new date and time with the same doctor, and check it moved.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Appointments","questions":"How do I move a patient's appointment to another time? Why does Keel say \"Could not reschedule. Try again.\"? What happens to reminders when I reschedule?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Move a booked appointment to a new date and time. The patient keeps the same doctor and the same services, and the old time is freed for someone else. the clinic Owner, Doctor and Front Desk roles can reschedule. you can only move a visit that is still booked. A finished, cancelled or no-show visit can't be moved. know the doctor's hours for the new day. A move outside them is refused. Open the visit on Appointments, select the patient's visit. Or on Calendar, select the visit, then Open full visit →. the visit page with Reschedule. Choose the new time select Reschedule, set New date and time, then select Reschedule. Appointment rescheduled. Keel's own reminder schedule follows the new time. Keel doesn't message the patient about the move, so tell them the new time yourself. Check it moved look at the visit page. the new date and time under When. the patient is booked at the new time, and the old time is free. the visit at its new time on Appointments and Calendar. No Reschedule on the visit The visit is no longer booked, or your role can't change visits. Ask someone with the Owner, Doctor or Front Desk role. Could not reschedule. Try again. Trying again won't help if the new time is outside the doctor's hours or overlaps another of their visits. Pick another time (why a slot is missing). Could not reach the server. Check your connection. Check your connection, then open the visit again to see which time it shows before you retry You dragged it on Calendar, selected Move, and it's back at the old time The move was refused, usually because the new time is outside the doctor's hours. Use Reschedule on the visit page with a time inside their hours. On Calendar: This overlaps another appointment for the doctor Pick a free time The new time shows under When on the visit Done rescheduling keeps the same doctor. Changing the doctor from Reschedule is not available. you can also drag a visit on Calendar to move it. Check it stayed at the new time. when a patient asks an age","sections":[{"id":"purpose","title":"Purpose","text":"move a booked appointment to a new date and time. the patient keeps the same doctor and the same services, and the old time is freed for someone else."},{"id":"before-you-start","title":"Before you start","text":"the clinic owner, doctor and front desk roles can reschedule. you can only move a visit that is still booked. a finished, cancelled or no-show visit can't be moved. know the doctor's hours for the new day. a move outside them is refused."},{"id":"steps","title":"Steps","text":"open the visit on appointments, select the patient's visit. or on calendar, select the visit, then open full visit →. the visit page with reschedule. choose the new time select reschedule, set new date and time, then select reschedule. appointment rescheduled. keel's own reminder schedule follows the new time. keel doesn't message the patient about the move, so tell them the new time yourself. check it moved look at the visit page. the new date and time under when. the patient is booked at the new time, and the old time is free."},{"id":"result","title":"Result","text":"the visit at its new time on appointments and calendar."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no reschedule on the visit the visit is no longer booked, or your role can't change visits. ask someone with the owner, doctor or front desk role. could not reschedule. try again. trying again won't help if the new time is outside the doctor's hours or overlaps another of their visits. pick another time (why a slot is missing). could not reach the server. check your connection. check your connection, then open the visit again to see which time it shows before you retry you dragged it on calendar, selected move, and it's back at the old time the move was refused, usually because the new time is"},{"id":"limits","title":"Limits","text":"rescheduling keeps the same doctor. changing the doctor from reschedule is not available. you can also drag a visit on calendar to move it. check it stayed at the new time. when a patient asks an agent to move a visit and your clinic confirms changes itself, the request waits in inbox under handed over, marked move the visit. make the change here first, then mark it done there."}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"}},{"id":"/keel/consultations/correct-a-signed-note","title":"Correct a signed note","summary":"Fix a mistake in a signed note, or in the prescription made from it, by signing a correction. The original stays in the record.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Consultations","questions":"How do I fix a mistake in a note I already signed? Is the original note kept when I correct it? Whose name prints on a corrected prescription?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"A signed note can't be edited. To fix a mistake, such as a wrong dose, you sign a correction. Keel keeps the version you replace and shows what changed, so the record still explains itself. the same people who can sign the note can correct it: the doctor who ran the consultation, an Owner with prescribing rights, or a doctor covering for them. Backup signers give a reason. a correction is a new signature. Keel checks the medicines again before it's signed. Open the signed note on the patient's appointment page, select View note in the Consultation card. the note with SIGNED at the bottom and Amend in the top bar. Select Amend select Amend. \"This correction replaces the signed note. The original is kept in the record.\" and the keys Discard correction and Sign correction. you can now edit the note. Nothing changes in the record until you sign. Make the correction change only what's wrong, for example the dose in the medicines table. to stop without changing anything, select Discard correction. The signed note stays as it was. Sign the correction select Sign correction. If you're signing for another doctor, give a reason in the dialog and select Sign correction there. Signing…, then the note is read-only again. a backup signer sees \"Why are you correcting this note?\" or \"Why are you correcting\" the doctor's note, with the same quick reasons as signing. Check the amended note look at the line at the bottom of the note, and at each box you changed. AMENDED → by your name and the time, then replaces the version signed by the earlier signer and time. Each changed box shows Amended and Was: with the old text. the corrected note as the current record, with the replaced version's text shown under each changed box. anyone reading the note can see what was corrected, by whom and when. Amend is greyed out Hover over it to see why. The fixes are the same as for signing (Why signing is blocked). Not signed · a medicine needs you, or a medicine marked with a blue bar Fix the medici","sections":[{"id":"purpose","title":"Purpose","text":"a signed note can't be edited. to fix a mistake, such as a wrong dose, you sign a correction. keel keeps the version you replace and shows what changed, so the record still explains itself."},{"id":"before-you-start","title":"Before you start","text":"the same people who can sign the note can correct it: the doctor who ran the consultation, an owner with prescribing rights, or a doctor covering for them. backup signers give a reason. a correction is a new signature. keel checks the medicines again before it's signed."},{"id":"steps","title":"Steps","text":"open the signed note on the patient's appointment page, select view note in the consultation card. the note with signed at the bottom and amend in the top bar. select amend select amend. \"this correction replaces the signed note. the original is kept in the record.\" and the keys discard correction and sign correction. you can now edit the note. nothing changes in the record until you sign. make the correction change only what's wrong, for example the dose in the medicines table. to stop without changing anything, select discard correction. the signed note stays as it was. sign the correction s"},{"id":"result","title":"Result","text":"the corrected note as the current record, with the replaced version's text shown under each changed box. anyone reading the note can see what was corrected, by whom and when."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"amend is greyed out hover over it to see why. the fixes are the same as for signing (why signing is blocked). not signed · a medicine needs you, or a medicine marked with a blue bar fix the medicine, then sign the correction again (resolve medicine review blockers) \"add a reason before signing the correction.\" select add a reason and fill it in \"another change landed first. sign the correction again.\" select try again \"could not reach the server. nothing was saved — the signed note is unchanged.\" check your connection, then select try again \"this note was signed somewhere else. reload to see t"},{"id":"limits","title":"Limits","text":"a correction can't add or remove boxes. it changes what's in them. a prescription can't be edited on its own. to fix one, correct its signed note. the corrected prescription carries the name, qualifications and registration of whoever signed the correction, and a new qr code. opening or printing the corrected prescription from keel is not available yet. open prescription appears only right after a note's first signature. keel doesn't recall or mark a prescription you already handed over. correcting isn't available in the keel phone app. a signed note there says \"to correct this or print the pr"}],"before":{"route":"/keel/consultations/sign-a-note","title":"Sign a note"},"next":{"route":"/keel/consultations/understand-autosave-signed-state-and-record-history","title":"Understand saving, signed state and record history"}},{"id":"/keel/consultations/review-a-generated-note","title":"Review a generated note","summary":"Check and correct the scribe's draft note, box by box, before you sign it.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Consultations","questions":"How do I check the scribe's draft note before signing? What does \"need review\" mean on my note? Does Keel save my changes to the note automatically?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When the scribe finishes, Keel gives you a draft note. It stays a draft until you sign it. This guide takes you through checking and correcting the draft first. only an Owner or a Doctor can open a consultation note. Front Desk and Finance can't. the scribe's draft must be ready. If it isn't, see What to do when a draft does not appear. Open the draft on the patient's appointment page, find the Consultation card showing Draft note ready, then select Open note. the note, with AI DRAFT → to be signed by the consulting doctor's name at the bottom. if you were watching the scribe's progress, Keel opens the note itself when the draft is ready (Opening note…). Read each box read every box from top to bottom, including the medicines table. each written box marked Scribe wrote this or You wrote this. you can tell which words came from the recording and which you typed. Check what needs review look for the count in the top bar, for example 2 need review. For each flagged medicine, select ✓ to keep it or ✕ to take it out of the note. a flagged medicine marked LOW CONFIDENCE (\"the scribe wasn't certain of this line\") or UNVERIFIED SPEAKER (\"couldn't confirm who ordered/said this\"). flagged lines in other boxes have greyed keys (Per-item review is coming in the next update). They don't stop you signing, so correct the text yourself if it's wrong. Correct the note type your correction straight into the box. In the medicines table, fill dose, freq and days for every medicine. the box's mark followed by typing, unsaved. medicines listed under Scribe also heard are \"Not on the prescription until you add it.\" Select + Add to bring one in. Save the draft select Save draft in the top bar. Saving…, then the box's mark followed by you typed. your corrections are kept, and the note is still a draft. this screen doesn't save as you type. If you try to leave with unsaved typing, your browser asks you first. your corrections in the note, every medicine with a dose, frequency and duration, a","sections":[{"id":"purpose","title":"Purpose","text":"when the scribe finishes, keel gives you a draft note. it stays a draft until you sign it. this guide takes you through checking and correcting the draft first."},{"id":"before-you-start","title":"Before you start","text":"only an owner or a doctor can open a consultation note. front desk and finance can't. the scribe's draft must be ready. if it isn't, see what to do when a draft does not appear."},{"id":"steps","title":"Steps","text":"open the draft on the patient's appointment page, find the consultation card showing draft note ready, then select open note. the note, with ai draft → to be signed by the consulting doctor's name at the bottom. if you were watching the scribe's progress, keel opens the note itself when the draft is ready (opening note…). read each box read every box from top to bottom, including the medicines table. each written box marked scribe wrote this or you wrote this. you can tell which words came from the recording and which you typed. check what needs review look for the count in the top bar, for ex"},{"id":"result","title":"Result","text":"your corrections in the note, every medicine with a dose, frequency and duration, and no need review count left for medicines. the draft is ready to sign (sign a note)."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no open note on the appointment page the draft isn't ready, or your role can't open notes (what to do when a draft does not appear) save failed · try again on the key select it again. hover over it to see why. not sent. followed by a reading that isn't saved yet: fix it or clear it. correct that reading in the vitals box, or clear it, then save again the note shows signed and an amend key it's already signed (correct a signed note) the key reads save draft again and the mark says you typed done"},{"id":"limits","title":"Limits","text":"review keys for flagged lines outside the medicines box are not available yet. a note keeps the boxes it was written with. changing your clinic's template later doesn't change it."}],"before":{"route":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation"},"next":{"route":"/keel/consultations/sign-a-note","title":"Sign a note"}},{"id":"/keel/consultations/set-up-and-end-sign-off-delegation","title":"Set up and end sign-off delegation","summary":"Let another prescriber sign your notes for set dates while you're away, and end it early if you need to.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Consultations","questions":"How do I let another doctor sign my notes while I'm on leave? How do I cancel a sign-off delegation? Why can't I pick a doctor as my delegate?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"A sign-off delegation lets another prescriber at your clinic sign your notes for a set range of dates, for example while you're on leave. They give a reason each time they sign. You can end it at any time. only an Owner or a Doctor can open Sign-off delegations. You set up your own cover. Nobody can set it up for you. you and the person covering both need prescribing rights (Understand clinical signing authority). have the dates and a short reason ready, for example \"Leave cover\". Open Sign-off delegations select Settings, then Sign-off delegations. \"Authorise other prescribers to sign your SOAP notes when you're on leave or unavailable. Cancel anytime.\" and the counts Active, Upcoming and Expired. Add a delegation select Add delegation. Choose the Delegate, set From and To, write the Reason for this delegation, then select Save delegation. a new row with the delegate, the Coverage window and the reason. To starts 30 days ahead, and From can't be earlier than today. The reason is \"kept with the delegation row, not shown to patients.\" Check its status look at the row's Status. Upcoming before the From date, Active during the window and Expired after it. while it's Active, the delegate can sign your notes, with a reason each time. End a delegation select Cancel on the row, then confirm \"Cancel this delegation? The delegate will no longer be able to sign on your behalf.\" the row's status changes to Revoked. cover ends straight away. The dates you set stay on the row, so you can see what was planned. your delegation listed with its window and status, and the Active count includes it during the window. Keel doesn't tell the delegate. Let them know yourself. Add delegation is greyed out, with \"No other prescribers at this centre yet.\" Ask your Owner to give a colleague prescribing rights (grant prescribing) The doctor you want isn't in the Delegate list Only colleagues at this centre with prescribing rights are listed \"you already have a delegation to this doctor in an ov","sections":[{"id":"purpose","title":"Purpose","text":"a sign-off delegation lets another prescriber at your clinic sign your notes for a set range of dates, for example while you're on leave. they give a reason each time they sign. you can end it at any time."},{"id":"before-you-start","title":"Before you start","text":"only an owner or a doctor can open sign-off delegations. you set up your own cover. nobody can set it up for you. you and the person covering both need prescribing rights (understand clinical signing authority). have the dates and a short reason ready, for example \"leave cover\"."},{"id":"steps","title":"Steps","text":"open sign-off delegations select settings, then sign-off delegations. \"authorise other prescribers to sign your soap notes when you're on leave or unavailable. cancel anytime.\" and the counts active, upcoming and expired. add a delegation select add delegation. choose the delegate, set from and to, write the reason for this delegation, then select save delegation. a new row with the delegate, the coverage window and the reason. to starts 30 days ahead, and from can't be earlier than today. the reason is \"kept with the delegation row, not shown to patients.\" check its status look at the row's s"},{"id":"result","title":"Result","text":"your delegation listed with its window and status, and the active count includes it during the window. keel doesn't tell the delegate. let them know yourself."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"add delegation is greyed out, with \"no other prescribers at this centre yet.\" ask your owner to give a colleague prescribing rights (grant prescribing) the doctor you want isn't in the delegate list only colleagues at this centre with prescribing rights are listed \"you already have a delegation to this doctor in an overlapping date range\" change the dates, or cancel the existing one first \"please check the form.\" check that to is after from, and that the reason is filled in \"could not cancel delegation. please refresh and try again.\" reload the page and select cancel again the row shows upcomi"},{"id":"limits","title":"Limits","text":"a delegation covers your notes at one centre. if you work at more than one, set it up at each. you can have more than one delegate for the same dates, but not the same delegate twice for overlapping dates. if you or your delegate lose prescribing rights, the delegate can't sign for you. an owner with prescribing rights can sign your notes as backup without a delegation. an expired or revoked delegation can't be restarted. add a new one."}],"before":{"route":"/keel/organisation-team-and-access/understand-clinical-signing-authority","title":"Understand clinical signing authority"},"next":{"route":"/keel/consultations/use-a-backup-signer-where-supported","title":"Use a backup signer where supported"}},{"id":"/keel/consultations/sign-a-note","title":"Sign a note","summary":"Sign your own consultation note in one click, after you've reviewed it.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Consultations","questions":"How do I sign my consultation note? Do I need to save the note before I sign it? Can I sign a note with an empty box?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Signing makes your consultation note the record. If you ran the consultation and have prescribing rights, it takes one click. Keel saves your last changes first, so you sign exactly what's on screen. you need prescribing rights. Your clinic Owner turns them on (Understand clinical signing authority). this guide is for your own note. To sign for another doctor, see Use a backup signer where supported. Open the note on the patient's appointment page, select Open note in the Consultation card. the draft, with Sign off in the top bar. Finish the review check every box and every medicine (Review a generated note). each medicine needs a dose, frequency and duration, and any flagged medicine must be kept or removed. Otherwise Keel won't sign. Sign off select Sign off. Saving…, then Signing…, then Note signed at and the time. you aren't asked for a reason when you sign your own note. Check the signed note look at the line at the bottom of the note, and at the top bar. SIGNED → by your name and the time at the bottom of the note, and Amend where Sign off was. the note can't be edited any more. A change now goes through a correction. on the appointment page, the Consultation card shows Signed and View note. signing normally marks the patient's appointment complete as well. Sign off is greyed out Hover over it to see why (Why signing is blocked) Not signed · 1 medicine needs you Fix the marked medicine (Resolve medicine review blockers) Save failed · try again Your changes didn't save, so nothing was signed. Select it again, then Sign off. Another doctor already signed this note. Refreshing. The note is already signed. To change it, see Correct a signed note. Note signed at and the time Done empty boxes don't stop you signing. flagged lines outside the medicines box don't stop you signing. They're signed as written. a consultation has one signed note. To change it, use Amend. signing isn't available in the Keel phone app yet. Its Sign off key is greyed out.","sections":[{"id":"purpose","title":"Purpose","text":"signing makes your consultation note the record. if you ran the consultation and have prescribing rights, it takes one click. keel saves your last changes first, so you sign exactly what's on screen."},{"id":"before-you-start","title":"Before you start","text":"you need prescribing rights. your clinic owner turns them on (understand clinical signing authority). this guide is for your own note. to sign for another doctor, see use a backup signer where supported."},{"id":"steps","title":"Steps","text":"open the note on the patient's appointment page, select open note in the consultation card. the draft, with sign off in the top bar. finish the review check every box and every medicine (review a generated note). each medicine needs a dose, frequency and duration, and any flagged medicine must be kept or removed. otherwise keel won't sign. sign off select sign off. saving…, then signing…, then note signed at and the time. you aren't asked for a reason when you sign your own note. check the signed note look at the line at the bottom of the note, and at the top bar. signed → by your name and the"},{"id":"result","title":"Result","text":"on the appointment page, the consultation card shows signed and view note. signing normally marks the patient's appointment complete as well."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"sign off is greyed out hover over it to see why (why signing is blocked) not signed · 1 medicine needs you fix the marked medicine (resolve medicine review blockers) save failed · try again your changes didn't save, so nothing was signed. select it again, then sign off. another doctor already signed this note. refreshing. the note is already signed. to change it, see correct a signed note. note signed at and the time done"},{"id":"limits","title":"Limits","text":"empty boxes don't stop you signing. flagged lines outside the medicines box don't stop you signing. they're signed as written. a consultation has one signed note. to change it, use amend. signing isn't available in the keel phone app yet. its sign off key is greyed out."}],"before":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"}},{"id":"/keel/consultations/understand-autosave-signed-state-and-record-history","title":"Understand saving, signed state and record history","summary":"Know when your note is saved, what signing locks, and how corrections are kept in the record.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Consultations","questions":"Does Keel save my note automatically? Can I change a note after I've signed it? What happens to the original when a signed note is corrected?","headings":"Purpose Steps Result Limits","text":"On the note screen, Keel doesn't save as you type. Your changes are saved when you select Save draft or Sign off. Once signed, a note is locked. A later correction is added as a new signed version, and the version it replaces is kept. Check whether your typing is saved look at the mark beside the box you're typing in. typing, unsaved while your words are only on your screen. if you try to leave with unsaved typing, your browser asks you first. Save your draft select Save draft in the top bar. Saving…, then the mark changes to you typed. Sign off also saves first. If the save fails, nothing is signed and the key reads Save failed · try again. Read a signed note open the note with View note on the appointment page. SIGNED → by the doctor's name and the time, boxes you can't edit, and Amend in the top bar. a signed note is the record. It changes only through a signed correction. Read a corrected note look at the line at the bottom of the note, and at the boxes marked Amended. AMENDED → by who corrected it and when, and replaces the version signed by the earlier signer. Each changed box shows Was: with the text it replaced. nothing is overwritten. You can see what changed, who changed it and when. AI DRAFT → to be signed by a doctor A draft. You can edit and save it. SIGNED → by a doctor and time Signed and locked. AMENDED → by a doctor and time A signed correction. The replaced version is kept. on the appointment page, the Consultation card shows Draft note ready for a draft and Signed for a signed note. autosave is not available on the note screen. Save before you leave it. if you leave a correction without signing it (Discard correction), the signed note doesn't change.","sections":[{"id":"purpose","title":"Purpose","text":"on the note screen, keel doesn't save as you type. your changes are saved when you select save draft or sign off. once signed, a note is locked. a later correction is added as a new signed version, and the version it replaces is kept."},{"id":"steps","title":"Steps","text":"check whether your typing is saved look at the mark beside the box you're typing in. typing, unsaved while your words are only on your screen. if you try to leave with unsaved typing, your browser asks you first. save your draft select save draft in the top bar. saving…, then the mark changes to you typed. sign off also saves first. if the save fails, nothing is signed and the key reads save failed · try again. read a signed note open the note with view note on the appointment page. signed → by the doctor's name and the time, boxes you can't edit, and amend in the top bar. a signed note is the"},{"id":"result","title":"Result","text":"ai draft → to be signed by a doctor a draft. you can edit and save it. signed → by a doctor and time signed and locked. amended → by a doctor and time a signed correction. the replaced version is kept. on the appointment page, the consultation card shows draft note ready for a draft and signed for a signed note."},{"id":"limits","title":"Limits","text":"autosave is not available on the note screen. save before you leave it. if you leave a correction without signing it (discard correction), the signed note doesn't change."}],"before":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"},"next":{"route":"/keel/consultations/sign-a-note","title":"Sign a note"}},{"id":"/keel/consultations/use-a-backup-signer-where-supported","title":"Use a backup signer where supported","summary":"Sign another doctor's note as the Owner's backup, or as their cover, with a reason.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Consultations","questions":"How do I sign a note for a doctor who is on leave? Can the clinic Owner sign another doctor's note? Why does Keel ask me for a reason when I sign?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Sometimes a note needs signing and the doctor who ran the consultation can't sign it. Two people can stand in: an Owner with prescribing rights, as Principal backup, or a doctor that colleague chose to cover them. Either way, Keel asks for a reason and records who signed, for whom and why. you need prescribing rights (Understand clinical signing authority). if you aren't an Owner, the doctor must have added you as their delegate, with dates that include today (Set up and end sign-off delegation). Open the other doctor's note on the patient's appointment page, select Open note in the Consultation card. the draft, with Sign off in the top bar. review it as you would your own (Review a generated note). Start the sign-off select Sign off. a dialog titled Sign off as Principal backup if you're the Owner, or Sign off for the doctor's name if you're covering for them. Give a reason pick a quick reason (On leave, Sick, After hours or Patient asked), or type your own under Reason. how many characters you've used out of 500, for example 8 of 500 characters for On leave. the dialog's Sign off key stays greyed out until there's a reason. Sign it select Sign off in the dialog. Signing…, then Note signed at and the time. the note is signed, and your reason is kept with the signature. the note can't be edited any more, and the appointment's Consultation card shows Signed. Sign off is greyed out: This is the doctor's note. Ask them to sign it, or your clinic owner can. You aren't their cover today. Ask them to add you, or ask an Owner with prescribing rights. Sign-off permission changed — refreshing. The cover ended or prescribing rights changed. Check the button again once the page reloads. Not signed · 1 medicine needs you Fix the marked medicine first (Resolve medicine review blockers) Note signed at and the time Done when no consulting doctor is on record, only an Owner with prescribing rights can sign. A covering doctor can't. an Owner always signs another doctor's note as Pri","sections":[{"id":"purpose","title":"Purpose","text":"sometimes a note needs signing and the doctor who ran the consultation can't sign it. two people can stand in: an owner with prescribing rights, as principal backup, or a doctor that colleague chose to cover them. either way, keel asks for a reason and records who signed, for whom and why."},{"id":"before-you-start","title":"Before you start","text":"you need prescribing rights (understand clinical signing authority). if you aren't an owner, the doctor must have added you as their delegate, with dates that include today (set up and end sign-off delegation)."},{"id":"steps","title":"Steps","text":"open the other doctor's note on the patient's appointment page, select open note in the consultation card. the draft, with sign off in the top bar. review it as you would your own (review a generated note). start the sign-off select sign off. a dialog titled sign off as principal backup if you're the owner, or sign off for the doctor's name if you're covering for them. give a reason pick a quick reason (on leave, sick, after hours or patient asked), or type your own under reason. how many characters you've used out of 500, for example 8 of 500 characters for on leave. the dialog's sign off key"},{"id":"result","title":"Result","text":"the note can't be edited any more, and the appointment's consultation card shows signed."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"sign off is greyed out: this is the doctor's note. ask them to sign it, or your clinic owner can. you aren't their cover today. ask them to add you, or ask an owner with prescribing rights. sign-off permission changed — refreshing. the cover ended or prescribing rights changed. check the button again once the page reloads. not signed · 1 medicine needs you fix the marked medicine first (resolve medicine review blockers) note signed at and the time done"},{"id":"limits","title":"Limits","text":"when no consulting doctor is on record, only an owner with prescribing rights can sign. a covering doctor can't. an owner always signs another doctor's note as principal backup, even if they're also that doctor's delegate. backup signing isn't available in the keel phone app."}],"before":{"route":"/keel/consultations/set-up-and-end-sign-off-delegation","title":"Set up and end sign-off delegation"},"next":{"route":"/keel/consultations/correct-a-signed-note","title":"Correct a signed note"}},{"id":"/keel/front-desk/confirm-a-booking-from-a-conversation","title":"Confirm a booking from a conversation","summary":"Check that a booking a patient made with the WhatsApp agent was really saved, and what to do when it wasn't.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Front desk","questions":"How do I check a WhatsApp booking was actually made? Does the agent confirm the details with the patient before booking? What should I do if the agent couldn't confirm a booking?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"A patient can book with the WhatsApp agent without anyone at the desk. This guide covers what to read in the conversation: whether the agent booked, and what to do when it couldn't confirm. The check in Keel itself is in Confirm an agent-created booking. the agent offers only times it found open for that doctor, then reads back who it's for, the doctor, the day, date and time, and waits for the patient to say yes before booking. the patient's WhatsApp number goes on the booking automatically. Open the conversation open Inbox, select All, then select the patient's conversation. the conversation, with the agent's replies marked ASSISTANT. Find the Booked line look for an ASSISTANT reply starting Booked:. Booked: followed by the day, date and time, then with and the doctor's name. Keel writes this line only after the appointment is saved. No Booked: line means nothing was booked. Check the appointment in Keel with the doctor, day and time from the Booked: line, check the visit in Keel as shown in Confirm an agent-created booking. the appointment in Keel is the booking. The line in the conversation tells you where to look. Handle an unconfirmed booking if the agent replied \"I could not confirm that booking just now, so please don't count on it yet — the clinic will call you back shortly to sort it out.\", check Keel for that time first (step 3). Then call the patient, or select Take over and reply. the conversation under Escalated. the patient has been told the clinic will call back, so someone needs to. check before you book again, so the patient isn't booked twice. a Booked: line in the conversation, and the same doctor, day and time on the visit in Keel. No Booked: line Nothing was booked. Read the last ASSISTANT reply to see where the patient stopped \"I could not confirm that booking just now…\" Check, then call back (step 4) Booked:, but you can't find the appointment Make sure you're viewing the centre the conversation belongs to, then see Confirm an agent-created b","sections":[{"id":"purpose","title":"Purpose","text":"a patient can book with the whatsapp agent without anyone at the desk. this guide covers what to read in the conversation: whether the agent booked, and what to do when it couldn't confirm. the check in keel itself is in confirm an agent-created booking."},{"id":"before-you-start","title":"Before you start","text":"the agent offers only times it found open for that doctor, then reads back who it's for, the doctor, the day, date and time, and waits for the patient to say yes before booking. the patient's whatsapp number goes on the booking automatically."},{"id":"steps","title":"Steps","text":"open the conversation open inbox, select all, then select the patient's conversation. the conversation, with the agent's replies marked assistant. find the booked line look for an assistant reply starting booked:. booked: followed by the day, date and time, then with and the doctor's name. keel writes this line only after the appointment is saved. no booked: line means nothing was booked. check the appointment in keel with the doctor, day and time from the booked: line, check the visit in keel as shown in confirm an agent-created booking. the appointment in keel is the booking. the line in the"},{"id":"result","title":"Result","text":"a booked: line in the conversation, and the same doctor, day and time on the visit in keel."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no booked: line nothing was booked. read the last assistant reply to see where the patient stopped \"i could not confirm that booking just now…\" check, then call back (step 4) booked:, but you can't find the appointment make sure you're viewing the centre the conversation belongs to, then see confirm an agent-created booking the agent offered no times why a slot is missing booked:, and the visit in keel matches it done"},{"id":"limits","title":"Limits","text":"the booked: line is in english, even in a conversation in another language. keel doesn't send the patient a separate confirmation or reminder. the booked: line in the conversation is what they have. if the patient says yes twice, keel doesn't book them twice."}],"before":{"route":"/keel/front-desk/understand-agent-replies-and-actions","title":"Understand agent replies and actions"},"next":{"route":"/keel/appointments/confirm-an-agent-created-booking","title":"Confirm an agent-created booking"}},{"id":"/keel/front-desk/know-when-a-person-must-take-over","title":"Know when a person must take over","summary":"The situations where the WhatsApp agent needs a person, where each one shows up in Inbox, and how to step in and hand back.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Front desk","questions":"When does the WhatsApp agent hand a patient to my team? What is the difference between Handed over and Escalated in Inbox? Can a patient ask to speak to a person on WhatsApp?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The WhatsApp agent answers first, but some things need a person. It never just stops: it either passes the patient to your front desk or flags the conversation for you. It can't tell who is asking to move or cancel a visit Tells the patient the front desk will help Handed over, with Blocked and Needs you The patient needs the doctor, or asks something it can't answer Takes a message for your team Handed over, Wanted: A call back It couldn't confirm a booking it was making Tells the patient the clinic will call back Escalated It promised a call back without saving one Tells the patient staff will respond Escalated The patient asks a medical question Doesn't give medical advice The conversation. A doctor or your team must answer the Owner, Doctor and Front Desk roles can take over a conversation. Finance can't. Check Handed over open Inbox and select Handed over. each patient waiting, oldest first, with what they want, for example Cancel · WhatsApp, and how long they've waited, for example Waiting 40m. these patients were promised a call back. A wait turns red after an hour. select one to see Wanted, Visit and Note. For a request the agent couldn't match to a patient, Blocked says why and Needs you says what to do. Check Escalated select Escalated, then open each conversation. ESCALATED and needs a human above the conversation. the agent is still answering, but something it said needs a person to follow up. Take over a conversation open the conversation and select Take over. You're handling this — the assistant is paused, it resumes when you hand back. the agent stops replying here, and you reply as the clinic. Hand it back when you're done, select Hand back. The assistant is handling this thread. the agent answers the patient's next message again. nothing waiting under Handed over and Escalated, and each conversation back with the agent. A name followed by is handling this., or has control A colleague has it. Ask them, or an Owner can select Force hand back Only an a","sections":[{"id":"purpose","title":"Purpose","text":"the whatsapp agent answers first, but some things need a person. it never just stops: it either passes the patient to your front desk or flags the conversation for you. it can't tell who is asking to move or cancel a visit tells the patient the front desk will help handed over, with blocked and needs you the patient needs the doctor, or asks something it can't answer takes a message for your team handed over, wanted: a call back it couldn't confirm a booking it was making tells the patient the clinic will call back escalated it promised a call back without saving one tells the patient staff wi"},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can take over a conversation. finance can't."},{"id":"steps","title":"Steps","text":"check handed over open inbox and select handed over. each patient waiting, oldest first, with what they want, for example cancel · whatsapp, and how long they've waited, for example waiting 40m. these patients were promised a call back. a wait turns red after an hour. select one to see wanted, visit and note. for a request the agent couldn't match to a patient, blocked says why and needs you says what to do. check escalated select escalated, then open each conversation. escalated and needs a human above the conversation. the agent is still answering, but something it said needs a person to fol"},{"id":"result","title":"Result","text":"nothing waiting under handed over and escalated, and each conversation back with the agent."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"a name followed by is handling this., or has control a colleague has it. ask them, or an owner can select force hand back only an admin can force hand back. ask your clinic owner take over to reply in the reply box select take over first (step 3) the assistant took this back while you were typing — take over again to reply. select take over again could not take over. try again. try again. if it keeps failing, your role may not allow it. ask someone with the owner, doctor or front desk role you're handling this you have it. hand it back when you're done (step 4)"},{"id":"limits","title":"Limits","text":"putting a patient through to a person live is not available. a hand-over is a call back. some clinics have the front desk confirm every move or cancel. then each request arrives in handed over, and nothing changes until you make it. alerting your team about a possible emergency works only where it's switched on for your clinic. it's off by default. for a cancel or move request, make the change in calendar before you select mark done."}],"before":{"route":"/keel/front-desk/what-the-whatsapp-agent-can-handle","title":"What the WhatsApp agent can handle"},"next":{"route":"/keel/inbox/work-through-handed-over-messages","title":"Work through handed-over messages"}},{"id":"/keel/front-desk/prepare-whatsapp-setup","title":"Prepare WhatsApp setup","summary":"Get your clinic ready for the WhatsApp agent, follow the WhatsApp step in Setup, and check the first conversation arrives.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Front desk","questions":"How do I set up WhatsApp for my clinic? What does \"WhatsApp sender approved\" mean in Setup? Can I change the WhatsApp greeting myself?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The Airgent team connects your clinic's WhatsApp. Your part is to have the right plan and give the agent the facts it answers from. This guide covers both, then shows where to follow the WhatsApp step and how to check the first conversation. only the clinic Owner sees Setup. you can't connect WhatsApp yourself in Keel. The Airgent team does it. Check your plan check your plan's agents in Understand Keel offerings. the trial doesn't include the WhatsApp agent, and not every plan does. Get your clinic's facts ready fill in your clinic details and opening hours, set each doctor's weekly hours, and make the services patients ask for bookable. from the first message, the agent can answer where you are, when you're open and who sees patients, and book real open times. Follow the WhatsApp step in Setup open Settings, select Open setup →, then select Front-office channels. the sub-step WhatsApp sender approved. this step is done when the Airgent team has your WhatsApp approved and connected. Front-office channels has no Set up → link, because the Airgent team does this step. Front-office channels appears only when your plan includes the Front Office agents. Check the first conversation once the step is done, open Inbox. No WhatsApp conversations yet until a patient messages you, then each conversation in the list. WhatsApp sender approved done in Setup. patients' conversations in Inbox, with the agent's replies marked ASSISTANT. No Front-office channels step in Setup Your plan doesn't include the Front Office agents. See Understand Keel offerings WhatsApp sender was not approved, and the sub-step marked Failed Read the reason, fix what it names, then select Retry (Complete clinic setup) Replying in Inbox shows This centre has no WhatsApp number — set one in Settings. Settings has no WhatsApp field yet. Ask the Airgent team to connect this centre's number A patient messaged, but Inbox still shows No WhatsApp conversations yet Troubleshoot a missing response Not started besid","sections":[{"id":"purpose","title":"Purpose","text":"the airgent team connects your clinic's whatsapp. your part is to have the right plan and give the agent the facts it answers from. this guide covers both, then shows where to follow the whatsapp step and how to check the first conversation."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner sees setup. you can't connect whatsapp yourself in keel. the airgent team does it."},{"id":"steps","title":"Steps","text":"check your plan check your plan's agents in understand keel offerings. the trial doesn't include the whatsapp agent, and not every plan does. get your clinic's facts ready fill in your clinic details and opening hours, set each doctor's weekly hours, and make the services patients ask for bookable. from the first message, the agent can answer where you are, when you're open and who sees patients, and book real open times. follow the whatsapp step in setup open settings, select open setup →, then select front-office channels. the sub-step whatsapp sender approved. this step is done when the air"},{"id":"result","title":"Result","text":"whatsapp sender approved done in setup. patients' conversations in inbox, with the agent's replies marked assistant."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no front-office channels step in setup your plan doesn't include the front office agents. see understand keel offerings whatsapp sender was not approved, and the sub-step marked failed read the reason, fix what it names, then select retry (complete clinic setup) replying in inbox shows this centre has no whatsapp number — set one in settings. settings has no whatsapp field yet. ask the airgent team to connect this centre's number a patient messaged, but inbox still shows no whatsapp conversations yet troubleshoot a missing response not started beside front-office channels nothing for you to do"},{"id":"limits","title":"Limits","text":"the greeting, the notice patients see first and the agent's reply style are set by the airgent team. there's no screen for them in keel. the greeting and notice are in english or hindi. a patient gets the greeting and notice again when they message after more than 24 hours. each centre has its own whatsapp number."}],"before":{"route":"/keel/getting-started/complete-clinic-setup","title":"Complete clinic setup"},"next":{"route":"/keel/front-desk/what-the-whatsapp-agent-can-handle","title":"What the WhatsApp agent can handle"}},{"id":"/keel/front-desk/recognise-a-returning-patient","title":"Recognise a returning patient","summary":"How the WhatsApp agent knows a patient from their number, and how to keep that match right in Keel.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Front desk","questions":"How does the WhatsApp agent know who a patient is? Why did the agent ask a regular patient for their name? What happens when a family shares one WhatsApp number?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The WhatsApp agent knows a returning patient from the number they message from. When that number is on exactly one patient's record, it uses their name and doesn't ask who they are. This guide shows how to keep that match right. Keel matches the number against each patient's Phone and WhatsApp number, at this centre only. the agent learns only the patient's name this way, never anything from their records. Keep the WhatsApp number on the record on the patient's page, select Edit record, then Add more details. Fill in WhatsApp number if it's different from their phone, then select Save changes. the next time they message from that number, the agent knows who they are. leave WhatsApp number blank when it's the same as Phone. See who the agent matched open the conversation in Inbox and look at the patient panel beside it. the patient's name with PHONE, VISITS and NEXT APPOINTMENT, and how they were found: Matched by number, Linked by assistant or Linked by you. Choose the person on a shared number if the panel shows SHARED NUMBER or Who is this conversation with?, pick the person who is messaging. your team sees the right record beside the conversation. on a shared number, the agent doesn't use a name. It checks which person it's talking to before doing anything for them. the right patient in the panel, and the agent using their name without asking for it. WhatsApp · not linked, or UNLINKED in the panel The number isn't on any record here. Select Link to a patient, then add the number to their record (step 1) The wrong patient in the panel Select Not and their first name, then Change patient The agent asked a regular patient their name Their number is missing from the record or shared. Check step 1 and step 3 A cancel or move request in Handed over, with The number is not on any patient record here, or it was withheld Call back, confirm who it is, then make the change A request in Handed over with No patient of that name is on this number, or More than one patient of t","sections":[{"id":"purpose","title":"Purpose","text":"the whatsapp agent knows a returning patient from the number they message from. when that number is on exactly one patient's record, it uses their name and doesn't ask who they are. this guide shows how to keep that match right."},{"id":"before-you-start","title":"Before you start","text":"keel matches the number against each patient's phone and whatsapp number, at this centre only. the agent learns only the patient's name this way, never anything from their records."},{"id":"steps","title":"Steps","text":"keep the whatsapp number on the record on the patient's page, select edit record, then add more details. fill in whatsapp number if it's different from their phone, then select save changes. the next time they message from that number, the agent knows who they are. leave whatsapp number blank when it's the same as phone. see who the agent matched open the conversation in inbox and look at the patient panel beside it. the patient's name with phone, visits and next appointment, and how they were found: matched by number, linked by assistant or linked by you. choose the person on a shared number "},{"id":"result","title":"Result","text":"the right patient in the panel, and the agent using their name without asking for it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"whatsapp · not linked, or unlinked in the panel the number isn't on any record here. select link to a patient, then add the number to their record (step 1) the wrong patient in the panel select not and their first name, then change patient the agent asked a regular patient their name their number is missing from the record or shared. check step 1 and step 3 a cancel or move request in handed over, with the number is not on any patient record here, or it was withheld call back, confirm who it is, then make the change a request in handed over with no patient of that name is on this number, or mo"},{"id":"limits","title":"Limits","text":"linking a conversation in inbox fixes what your team sees. the agent still goes by the numbers on patient records, checked on every message. by default, the agent moves or cancels a visit only when the patient messages from their own number and gives their name. if the agent can't tell who it is, it passes the request to your front desk. it never refuses them. keel doesn't ask for a date of birth unless your clinic has that check switched on. it's off by default. changing a patient's phone resets their whatsapp opt-in. this page covers whatsapp. phone calls are handled by the voice agent."}],"before":{"route":"/keel/front-desk/what-the-whatsapp-agent-can-handle","title":"What the WhatsApp agent can handle"},"next":{"route":"/keel/inbox/link-the-correct-patient","title":"Link the correct patient"}},{"id":"/keel/front-desk/understand-agent-replies-and-actions","title":"Understand agent replies and actions","summary":"Read a WhatsApp conversation in Inbox and tell which agent replies mean something was booked, handed over or flagged for you.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Front desk","questions":"How do I know if the WhatsApp agent actually booked the appointment? What does \"I could not confirm that booking just now\" mean? Why did the agent ask the patient to type their message?","headings":"Purpose Before you start Steps Result Limits","text":"Some of the agent's replies are written by Keel itself, from what was actually saved or found. Others are the agent's own words. This guide shows how to tell them apart, and which replies mean there's something for you to check or do. the agent is not allowed to tell a patient an appointment is booked. Only Keel writes that line, and only after the appointment is saved. Open the conversation open Inbox, select All, then select the conversation. the patient's messages marked PATIENT, the agent's marked ASSISTANT, and The assistant is handling this thread. above them. Spot the lines Keel writes look for ASSISTANT replies that start with Booked: or Open times:, or that state whose opening hours they are. these come straight from Keel's records, so they're correct even if the conversation drifted. these lines are in English, even in a Hindi or Tamil conversation. Check the action behind a reply find the reply in the table under Result, then check the place it names. a reply is only words. The appointment or the hand-over is what proves the work was done. Step in when flagged select Escalated, open the conversation, then select Take over to reply yourself. ESCALATED and needs a human above the conversation. the agent kept answering, but a person needs to read this one. Booked: followed by the day, time and doctor The appointment was saved Calendar, or NEXT APPOINTMENT in the patient panel Open times: … Which works for you?, or The only open time is … Nothing is booked yet, and the times aren't held Nothing to check \"Thanks — I've noted this for the clinic team, and they'll get back to you shortly.\" A hand-over was saved for your team Handed over \"Thanks — I've passed this to the front desk.\" A hand-over was saved, with no number to call back Handed over \"I could not confirm that booking just now, so please don't count on it yet — the clinic will call you back shortly to sort it out.\" The agent tried to say \"booked\", but no appointment was saved. The conversation is flagg","sections":[{"id":"purpose","title":"Purpose","text":"some of the agent's replies are written by keel itself, from what was actually saved or found. others are the agent's own words. this guide shows how to tell them apart, and which replies mean there's something for you to check or do."},{"id":"before-you-start","title":"Before you start","text":"the agent is not allowed to tell a patient an appointment is booked. only keel writes that line, and only after the appointment is saved."},{"id":"steps","title":"Steps","text":"open the conversation open inbox, select all, then select the conversation. the patient's messages marked patient, the agent's marked assistant, and the assistant is handling this thread. above them. spot the lines keel writes look for assistant replies that start with booked: or open times:, or that state whose opening hours they are. these come straight from keel's records, so they're correct even if the conversation drifted. these lines are in english, even in a hindi or tamil conversation. check the action behind a reply find the reply in the table under result, then check the place it nam"},{"id":"result","title":"Result","text":"booked: followed by the day, time and doctor the appointment was saved calendar, or next appointment in the patient panel open times: … which works for you?, or the only open time is … nothing is booked yet, and the times aren't held nothing to check \"thanks — i've noted this for the clinic team, and they'll get back to you shortly.\" a hand-over was saved for your team handed over \"thanks — i've passed this to the front desk.\" a hand-over was saved, with no number to call back handed over \"i could not confirm that booking just now, so please don't count on it yet — the clinic will call you bac"},{"id":"limits","title":"Limits","text":"a cancellation confirmation is the agent's own words. check calendar to be sure. checking in by whatsapp is not available yet. check patients in at the desk. only your own replies show ✓ sent, ✓ delivered or not delivered. the agent's replies don't show whether they were delivered."}],"before":{"route":"/keel/front-desk/what-the-whatsapp-agent-can-handle","title":"What the WhatsApp agent can handle"},"next":{"route":"/keel/front-desk/confirm-a-booking-from-a-conversation","title":"Confirm a booking from a conversation"}},{"id":"/keel/front-desk/what-the-whatsapp-agent-can-handle","title":"What the WhatsApp agent can handle","summary":"What the WhatsApp agent does when patients message your clinic, what it passes to your team, and what it can't do yet.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Front desk","questions":"What can the WhatsApp agent do for my patients? Can the WhatsApp agent tell patients our fees? Does the WhatsApp agent reply in Hindi or Tamil?","headings":"Purpose Before you start Steps Result Limits","text":"When a patient messages your clinic on WhatsApp, the agent answers first. It answers from what Keel holds, books into real open times, and passes anything it can't finish to your team. This page shows what it handles, where you see the result, and what it can't do yet. your clinic's WhatsApp is connected by the Airgent team. See Prepare WhatsApp setup. the Front desk page under AI roles has no settings yet. The agent's conversations are in Inbox. Check your plan includes it check your plan's agents in Understand Keel offerings. the trial doesn't include the WhatsApp agent, and not every plan does. Give it your clinic's facts fill in your clinic details and opening hours, and set each doctor's weekly hours. the agent answers and books only from these. It never guesses an address, a doctor or a time. it offers the services you've approved on your rate card, with the doctors who perform them. See Make a service bookable. Read what it did open Inbox and select a conversation. the patient's messages marked PATIENT and the agent's replies marked ASSISTANT. you can always check exactly what a patient was told. Know your address, specialties or doctors Answers from your clinic details The reply in Inbox Know when you, or a doctor, are open Answers from your saved hours and says whose hours they are The reply in Inbox Find a time Lists the doctor's real open times, up to 8 at once Open times: in the reply Book Reads back who it's for, the doctor, the day, date and time, waits for a yes, then books Booked: in the reply, and the appointment in Calendar Move or cancel an upcoming visit Recognises them by their WhatsApp number and name. If it can't tell who they are, it passes the request to your front desk Calendar, or Inbox › Handed over Speak to someone, or ask something it can't answer Takes a message for your team Inbox › Handed over Send a voice note Transcribes it and answers The reply in Inbox Send a photo or document Asks them to type their message instead The reply in ","sections":[{"id":"purpose","title":"Purpose","text":"when a patient messages your clinic on whatsapp, the agent answers first. it answers from what keel holds, books into real open times, and passes anything it can't finish to your team. this page shows what it handles, where you see the result, and what it can't do yet."},{"id":"before-you-start","title":"Before you start","text":"your clinic's whatsapp is connected by the airgent team. see prepare whatsapp setup. the front desk page under ai roles has no settings yet. the agent's conversations are in inbox."},{"id":"steps","title":"Steps","text":"check your plan includes it check your plan's agents in understand keel offerings. the trial doesn't include the whatsapp agent, and not every plan does. give it your clinic's facts fill in your clinic details and opening hours, and set each doctor's weekly hours. the agent answers and books only from these. it never guesses an address, a doctor or a time. it offers the services you've approved on your rate card, with the doctors who perform them. see make a service bookable. read what it did open inbox and select a conversation. the patient's messages marked patient and the agent's replies ma"},{"id":"result","title":"Result","text":"know your address, specialties or doctors answers from your clinic details the reply in inbox know when you, or a doctor, are open answers from your saved hours and says whose hours they are the reply in inbox find a time lists the doctor's real open times, up to 8 at once open times: in the reply book reads back who it's for, the doctor, the day, date and time, waits for a yes, then books booked: in the reply, and the appointment in calendar move or cancel an upcoming visit recognises them by their whatsapp number and name. if it can't tell who they are, it passes the request to your front de"},{"id":"limits","title":"Limits","text":"it never gives medical advice. it replies in the language of the patient's latest message: english, hindi, hinglish, bengali, punjabi, gujarati, odia, tamil, telugu, kannada or malayalam. other languages get a reply in english. your greeting and notice stay in english or hindi, and the booked: confirmation is in english. telling patients your fees is not available yet. a separate \"when is my appointment?\" look-up is not available yet. checking in by whatsapp is not available yet. check patients in at the desk. putting a patient through to a person live is not available. a hand-over is a call b"}],"before":{"route":"/keel/front-desk/prepare-whatsapp-setup","title":"Prepare WhatsApp setup"},"next":{"route":"/keel/front-desk/understand-agent-replies-and-actions","title":"Understand agent replies and actions"}},{"id":"/keel/getting-started/complete-clinic-setup","title":"Complete clinic setup","summary":"Use Setup to see how far your clinic is from going live, do the next step that's waiting on you, and retry a step that failed.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"What's left to set up before my clinic goes live? What does \"Not tracked yet\" mean on Setup? Why does my Practice step still say In progress?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Setup lists everything your clinic needs before it goes live. It shows which steps are done, which are waiting on someone else, which failed, and the one step that's waiting on you. This guide works through it. only the clinic Owner sees Setup. Setup checks your saved details and team directly. You never tick a step by hand. Open Setup open Settings. In the first section, Setup, select Open setup →. Setup, with how many steps are done (shown as done of total), a percentage and a progress bar, then the list of steps. each step is marked Whole clinic (your whole account) or This branch (the centre you're in). Read the alert read the one alert above the steps. one of these: a failed step with Retry; Next: and a step name, with Set up →; Nothing for you to do right now; or your clinic's name followed by is set up. the alert always shows the most urgent thing, so a failed step comes before your next step. Do the next step select Set up →. Do the step on the page it opens, then come back to Setup. the finished sub-step ticked, with what you saved beside it. Practice opens Clinic settings, Team opens your team, Plan opens billing, and Agreement opens the first agreement you haven't accepted yet. a step with no Set up → link reads Not started. It has no page in Keel yet. Retry a failed step read the reason in red under the failed step, fix what it names, then select Retry. Retrying…, then the step back at Not started, ready to go again. a step marked Failed was checked by the Airgent team or the system, and the reason says what went wrong. if you see This step changed since you opened the page. Refresh to see it., select Refresh. each step you've finished marked Done. your clinic's name followed by is set up only when every step is done and Keel can check all of them. Check each step's state, top to bottom. No Setup section in Settings Only the Owner sees it, and not every clinic shows it. Ask your Owner (unavailable actions) Couldn’t load your setup Refresh the page Needs ","sections":[{"id":"purpose","title":"Purpose","text":"setup lists everything your clinic needs before it goes live. it shows which steps are done, which are waiting on someone else, which failed, and the one step that's waiting on you. this guide works through it."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner sees setup. setup checks your saved details and team directly. you never tick a step by hand."},{"id":"steps","title":"Steps","text":"open setup open settings. in the first section, setup, select open setup →. setup, with how many steps are done (shown as done of total), a percentage and a progress bar, then the list of steps. each step is marked whole clinic (your whole account) or this branch (the centre you're in). read the alert read the one alert above the steps. one of these: a failed step with retry; next: and a step name, with set up →; nothing for you to do right now; or your clinic's name followed by is set up. the alert always shows the most urgent thing, so a failed step comes before your next step. do the next s"},{"id":"result","title":"Result","text":"each step you've finished marked done. your clinic's name followed by is set up only when every step is done and keel can check all of them."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"check each step's state, top to bottom. no setup section in settings only the owner sees it, and not every clinic shows it. ask your owner (unavailable actions) couldn’t load your setup refresh the page needs you, or a sub-step failed read the reason, then retry (step 4) set up → or not started do the step (step 3) gstin stays not started add your gstin in clinic details (before this) waiting, or waiting on meta, waiting on carrier, waiting on airgent or waiting on google nothing to do. it changes on its own in progress with not tracked yet beside the count nothing to do. see limits not tracke"},{"id":"limits","title":"Limits","text":"some sub-steps show not tracked yet because keel can't check them yet. they aren't counted, and a step that has any stays in progress. for example, practice stays in progress while team size and profile links aren't tracked. every clinic starts with account, offering, plan, practice and team. other steps depend on what your clinic uses. on the phone, open setup from the me tab. the phone shows progress but has no set up → links. it says finish it on the web. where the web has a page."}],"before":{"route":"/keel/getting-started/set-clinic-details","title":"Set clinic details"},"next":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"}},{"id":"/keel/getting-started/create-your-practice","title":"Create your practice","summary":"Set up a new clinic in Keel by answering a few short questions after your first sign-in.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"How do I create my clinic in Keel? What if my clinic isn't on Google? Why is Create my clinic greyed out?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Use this when your clinic is new to Keel. You answer a few short questions, and Keel creates your clinic with you as its Owner. if someone at your clinic already uses Keel, don't create a clinic. Ask them to invite you, then follow Join your team. you'll need the right to accept agreements for this clinic. Open Set up your clinic sign in to Keel for the first time. Set up your clinic, and below the form Signed in as with your email address. if that isn't the address you want, select Not you? Switch and sign in again. Find your clinic under 1 · YOUR CLINIC, type at least three letters in Search your clinic on Google, then pick your clinic. ✓ FOUND ON GOOGLE with your clinic's name and address. not listed? Select Not on Google? Enter it yourself and fill in Clinic name and City. Tell Keel about you under 2 · YOU, choose your title, type your full name, and under What you do choose Doctor, Clinic manager or Other. this describes your work. You're the clinic's Owner whichever you choose. choosing Doctor lets you write prescriptions from day one. Verify your WhatsApp, if asked if the form shows 3 · YOUR WHATSAPP, enter your mobile number, select Send code, type the code you get on WhatsApp, then select Verify. VERIFIED next to the section. if the form has no WhatsApp section, skip this step. Accept the agreement under AGREEMENT, tick I am authorised to accept for your clinic, and tick I accept the Terms, Privacy Policy and Data Processing Agreement. the document links open in a new tab. Select Back to sign-up to return. Create your clinic select Create my clinic. Creating your clinic…, then Keel opens inside your new clinic. while the button is grey, the line under it names the first missing answer, for example Tick both boxes to continue. Today, with your clinic's name in the top bar. your clinic exists and your trial has started. Its terms were shown on the form, marked No card required. Google search isn't available right now. Enter your clinic below. Type the clinic'","sections":[{"id":"purpose","title":"Purpose","text":"use this when your clinic is new to keel. you answer a few short questions, and keel creates your clinic with you as its owner."},{"id":"before-you-start","title":"Before you start","text":"if someone at your clinic already uses keel, don't create a clinic. ask them to invite you, then follow join your team. you'll need the right to accept agreements for this clinic."},{"id":"steps","title":"Steps","text":"open set up your clinic sign in to keel for the first time. set up your clinic, and below the form signed in as with your email address. if that isn't the address you want, select not you? switch and sign in again. find your clinic under 1 · your clinic, type at least three letters in search your clinic on google, then pick your clinic. ✓ found on google with your clinic's name and address. not listed? select not on google? enter it yourself and fill in clinic name and city. tell keel about you under 2 · you, choose your title, type your full name, and under what you do choose doctor, clinic m"},{"id":"result","title":"Result","text":"today, with your clinic's name in the top bar. your clinic exists and your trial has started. its terms were shown on the form, marked no card required."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"google search isn't available right now. enter your clinic below. type the clinic's name and city (step 2) sign-up opens soon. our team will call you to set up. if our team invited you, carry on someone just took that name. tap create again. select create my clinic again the agreement was just updated. refresh to read the new version. select refresh, read the new version and answer the form again verify your whatsapp number again. verify your number again (step 4) too many tries from this network. try again in a few minutes wait the time shown, then select create my clinic your sign-in expired"},{"id":"limits","title":"Limits","text":"each account can create one clinic. to work in a clinic that already uses keel, be invited to it instead. you can't pick a plan here. sign-up starts the trial shown on the form. your specialty and the rest of your clinic's details are set later, in clinic setup."}],"before":{"route":"/keel/getting-started/sign-in-to-keel","title":"Sign in to Keel"},"next":{"route":"/keel/getting-started/complete-clinic-setup","title":"Complete clinic setup"}},{"id":"/keel/getting-started","title":"Getting started and onboarding","summary":"Sign in, create or join your clinic, and finish setup.","product":"keel","kind":"landing","path":"Help Center › Keel","questions":"","headings":"","text":"","sections":[]},{"id":"/keel/getting-started/join-your-team","title":"Join your team","summary":"Join your clinic in Keel by signing in with the email address your Owner invited.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"How do I accept an invitation to my clinic? Why does Keel ask me to set up a clinic when I was invited? Do I need an invitation link to join?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Use this when your clinic's Owner has added you to Keel. There's no invitation link to click: you join by signing in with the email address they invited. your Owner must have invited you first, with your email address and your role. don't create a new clinic. That makes a separate clinic, not a place in your team's. Confirm the invited email ask your Owner which email address they invited. Keel recognises you only by that address. Any other address opens an empty account. Sign in with that email sign in to Keel with Continue with Google, Continue with Apple or Email me a 6-digit code, using an account with the invited address. Today, with your clinic's name in the top bar. you've joined, with the role and centre your Owner chose. if you used Keel at this clinic before, your Owner can add you back and you can sign in straight away. your clinic's name in the top bar, and only the parts of Keel your role allows. if you're a doctor, your Owner turns on prescribing for you after you join. Check in this order. Set up your clinic Don't fill it in. Check the address after Signed in as. If it isn't the invited one, select Not you? Switch and sign in with the right one (step 1) Set up your clinic, with the invited address Ask your Owner to check the invite is still pending and that your role has a free seat on the plan, then sign in again You don't have access to a clinic. See Understand why clinic access was removed Today with your clinic's name Done the email address must match the invite exactly. Upper and lower case don't matter. if you choose to hide your email when you continue with Apple, the address won't match the invite. Use another sign-in method instead. one sign-in opens one clinic. Joining a second clinic with the same address is not available.","sections":[{"id":"purpose","title":"Purpose","text":"use this when your clinic's owner has added you to keel. there's no invitation link to click: you join by signing in with the email address they invited."},{"id":"before-you-start","title":"Before you start","text":"your owner must have invited you first, with your email address and your role. don't create a new clinic. that makes a separate clinic, not a place in your team's."},{"id":"steps","title":"Steps","text":"confirm the invited email ask your owner which email address they invited. keel recognises you only by that address. any other address opens an empty account. sign in with that email sign in to keel with continue with google, continue with apple or email me a 6-digit code, using an account with the invited address. today, with your clinic's name in the top bar. you've joined, with the role and centre your owner chose. if you used keel at this clinic before, your owner can add you back and you can sign in straight away."},{"id":"result","title":"Result","text":"your clinic's name in the top bar, and only the parts of keel your role allows. if you're a doctor, your owner turns on prescribing for you after you join."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"check in this order. set up your clinic don't fill it in. check the address after signed in as. if it isn't the invited one, select not you? switch and sign in with the right one (step 1) set up your clinic, with the invited address ask your owner to check the invite is still pending and that your role has a free seat on the plan, then sign in again you don't have access to a clinic. see understand why clinic access was removed today with your clinic's name done"},{"id":"limits","title":"Limits","text":"the email address must match the invite exactly. upper and lower case don't matter. if you choose to hide your email when you continue with apple, the address won't match the invite. use another sign-in method instead. one sign-in opens one clinic. joining a second clinic with the same address is not available."}],"before":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"}},{"id":"/keel/getting-started/set-clinic-details","title":"Set clinic details","summary":"Add your clinic's name, specialties, address, GSTIN, timezone and opening hours, so patients, notes and agents use the right details.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"Where do I change my clinic's name and address? Why can't I open Clinic settings? Can my clinic have more than one specialty?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your clinic's name, specialties, address and hours are used on bookings, notes and messages, and your agents use the hours to answer patients. This guide fills them in once, in one form. only the clinic Owner can change clinic details. Everyone else sees Clinic under Also in this clinic, marked Owner only. have your GSTIN ready if your clinic has one. Only the clinic name is required to save. Open clinic settings open Settings, then select Open on the Clinic card. the Clinic page, with your clinic's name and only the Owner can change these. select Help for a checklist of Clinic name, Specialty, Opening hours and GSTIN, each ticked once it's filled in. Fill in the clinic profile under Clinic profile, fill in Clinic name. Add each specialty from + Add a specialty…, then fill in Address, City, State, Pincode and GSTIN, and check Timezone. patients see the clinic name on bookings, notes and messages, so use the name they know you by. select the (?) beside any field to see what it's for. Set opening hours under Opening hours, tick Open for each day you work and set the times. Select + session to add a second session, for example after a lunch break. Closed beside each day you leave unticked. your agents tell patients these hours and book only inside them. until opening hours are saved, agents can't book or reschedule at all. more on sessions and doctors' own hours is in Set clinic hours. Save your changes select Save changes. Saved. beside the button. Save changes stays unavailable until you change something. Unsaved changes means you have edits that aren't saved yet. in Help, each item you filled in is ticked. on Setup, under Practice, Specialties, Address and hours and GSTIN are ticked, with what you saved beside them. Setup checks your saved details directly. There's nothing to mark done by hand. Check the message beside Save changes. Keel shows only the first problem, so fix it and save again. Clinic shows Owner only and won't open Ask your clinic Owner (unavailable ","sections":[{"id":"purpose","title":"Purpose","text":"your clinic's name, specialties, address and hours are used on bookings, notes and messages, and your agents use the hours to answer patients. this guide fills them in once, in one form."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can change clinic details. everyone else sees clinic under also in this clinic, marked owner only. have your gstin ready if your clinic has one. only the clinic name is required to save."},{"id":"steps","title":"Steps","text":"open clinic settings open settings, then select open on the clinic card. the clinic page, with your clinic's name and only the owner can change these. select help for a checklist of clinic name, specialty, opening hours and gstin, each ticked once it's filled in. fill in the clinic profile under clinic profile, fill in clinic name. add each specialty from + add a specialty…, then fill in address, city, state, pincode and gstin, and check timezone. patients see the clinic name on bookings, notes and messages, so use the name they know you by. select the (?) beside any field to see what it's for"},{"id":"result","title":"Result","text":"in help, each item you filled in is ticked. on setup, under practice, specialties, address and hours and gstin are ticked, with what you saved beside them. setup checks your saved details directly. there's nothing to mark done by hand."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"check the message beside save changes. keel shows only the first problem, so fix it and save again. clinic shows owner only and won't open ask your clinic owner (unavailable actions) clinic name is required fill in clinic name (step 2) closing time must be after opening time fix that session's times (step 3) sessions on the same day must not overlap move or remove one session (step 3) at most four sessions per day remove a session with × (step 3) this clinic is not active. settings cannot be changed. the clinic is paused or closing. reload the page: the owner sees reactivate clinic could not s"},{"id":"limits","title":"Limits","text":"a clinic can have up to 8 specialties. timezone offers asia/kolkata, asia/dubai, asia/singapore, europe/london and america/new_york. these details belong to the clinic you're signed in to. if your account has more than one centre, see understand organisations and centres. clinic details can't be changed in the keel phone app. use keel on the web."}],"before":{"route":"/keel/getting-started/create-your-practice","title":"Create your practice"},"next":{"route":"/keel/getting-started/complete-clinic-setup","title":"Complete clinic setup"}},{"id":"/keel/getting-started/sign-in-to-keel","title":"Sign in to Keel","summary":"Sign in with Google, Apple or an emailed code. The first sign-in also creates your account.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"How do I sign in to Keel? Why don't I see the Continue with Apple button? Is my sign-in code sent by SMS or WhatsApp?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Use this to get into Keel, whether it's your first time or your hundredth. There is no separate sign-up: the first time you sign in, Keel creates your account. if your clinic invited you, sign in with the exact email address they invited. if you're setting up a new clinic, any Google account, Apple account or email address you check works. Open the sign-in page open Keel's sign-in page in your browser, on a phone, tablet or computer. Continue with Google and Email me a 6-digit code. On a Mac, iPhone or iPad you'll also see Continue with Apple. Continue with Google or Apple select Continue with Google or Continue with Apple, then choose your account on the screen that opens. Redirecting…, then Keel opens. Keel uses the email address on that account to find your clinic. Or sign in with an email code select Email me a 6-digit code, type your Clinic email, then select Email me a code. Enter your code. and the address the code went to. type the code from your email under 6-digit code, then select Verify & sign in. the code comes by email. Keel doesn't send sign-in codes by SMS or WhatsApp. Today, with your clinic's name in the top bar, and its city if your clinic has one set. you're signed in to that clinic. If the name isn't the clinic you expected, see Limits. Check what you see after signing in. That code is wrong or expired. Check it, or resend a new one. Select Resend code and use the newest code Set up your clinic, but your clinic invited you Don't create a clinic. Check the Signed in as address, then see Join your team You don't have access to a clinic. See Understand why clinic access was removed Any other message on the sign-in card Follow Recover a sign-in problem Today with your clinic's name Done Continue with Apple appears only on Apple devices. On other devices, use Google or an email code. signing in with a phone number is not available. one sign-in opens one clinic. Switching between clinics from inside Keel is not available yet.","sections":[{"id":"purpose","title":"Purpose","text":"use this to get into keel, whether it's your first time or your hundredth. there is no separate sign-up: the first time you sign in, keel creates your account."},{"id":"before-you-start","title":"Before you start","text":"if your clinic invited you, sign in with the exact email address they invited. if you're setting up a new clinic, any google account, apple account or email address you check works."},{"id":"steps","title":"Steps","text":"open the sign-in page open keel's sign-in page in your browser, on a phone, tablet or computer. continue with google and email me a 6-digit code. on a mac, iphone or ipad you'll also see continue with apple. continue with google or apple select continue with google or continue with apple, then choose your account on the screen that opens. redirecting…, then keel opens. keel uses the email address on that account to find your clinic. or sign in with an email code select email me a 6-digit code, type your clinic email, then select email me a code. enter your code. and the address the code went t"},{"id":"result","title":"Result","text":"today, with your clinic's name in the top bar, and its city if your clinic has one set. you're signed in to that clinic. if the name isn't the clinic you expected, see limits."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"check what you see after signing in. that code is wrong or expired. check it, or resend a new one. select resend code and use the newest code set up your clinic, but your clinic invited you don't create a clinic. check the signed in as address, then see join your team you don't have access to a clinic. see understand why clinic access was removed any other message on the sign-in card follow recover a sign-in problem today with your clinic's name done"},{"id":"limits","title":"Limits","text":"continue with apple appears only on apple devices. on other devices, use google or an email code. signing in with a phone number is not available. one sign-in opens one clinic. switching between clinics from inside keel is not available yet."}],"next":{"route":"/keel/getting-started/create-your-practice","title":"Create your practice"}},{"id":"/keel/getting-started/understand-organisations-and-centres","title":"Understand organisations and centres","summary":"How your Keel account, its centres (clinic locations) and their settings fit together, and how to add a centre.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"What's the difference between my organisation and a centre? How do I add a second clinic location? Which settings apply to all my centres?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your Keel account is your organisation. It holds one or more centres, and a centre is one clinic location. Some settings belong to the whole account and some to one centre. This guide shows which is which, and how to add a centre. when you sign up, Keel creates your account with one centre. only the Owner can add a centre. Check which clinic you're in open Settings and read the line beside your role, after Settings for. your role, for example Owner, and the name of the clinic you're working in. select the name to see every clinic you belong to, with Current beside this one. everything you change in Settings applies to this clinic. switching to another clinic here is not available yet. With one clinic, the list says You're a member of this clinic. With more than one, it says Switching between clinics is coming soon. See your centres open Settings, then select Open on the Team card. Find Centres. how many centres are in your account, and the one you're in marked Current. Add a centre on Team, select + Add centre. Fill in Centre name, check URL slug, choose Type, and add City, State and Pincode if you have them. Select Add centre. Added \" followed by the centre's name, then — it'll appear below. the new location is part of your account, and you can invite people to it. URL slug is filled in from the name. It can only use lowercase letters, numbers and hyphens. these are set for each centre: clinic details, opening hours and the team. these are set once for the whole account: plan and billing. With more than one centre, the Clinic page shows Managed at the organization level. on Setup, each step is marked Whole clinic (your whole account) or This branch (the centre you're in). No + Add centre on Team Only the Owner can add centres. Ask your Owner (unavailable actions) Slug \"…\" is already used by another centre in this org. Change URL slug (step 3) You don't have permission to add centres. Ask your Owner (unavailable actions) The centre isn't added and the message mentio","sections":[{"id":"purpose","title":"Purpose","text":"your keel account is your organisation. it holds one or more centres, and a centre is one clinic location. some settings belong to the whole account and some to one centre. this guide shows which is which, and how to add a centre."},{"id":"before-you-start","title":"Before you start","text":"when you sign up, keel creates your account with one centre. only the owner can add a centre."},{"id":"steps","title":"Steps","text":"check which clinic you're in open settings and read the line beside your role, after settings for. your role, for example owner, and the name of the clinic you're working in. select the name to see every clinic you belong to, with current beside this one. everything you change in settings applies to this clinic. switching to another clinic here is not available yet. with one clinic, the list says you're a member of this clinic. with more than one, it says switching between clinics is coming soon. see your centres open settings, then select open on the team card. find centres. how many centres "},{"id":"result","title":"Result","text":"these are set for each centre: clinic details, opening hours and the team. these are set once for the whole account: plan and billing. with more than one centre, the clinic page shows managed at the organization level. on setup, each step is marked whole clinic (your whole account) or this branch (the centre you're in)."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no + add centre on team only the owner can add centres. ask your owner (unavailable actions) slug \"…\" is already used by another centre in this org. change url slug (step 3) you don't have permission to add centres. ask your owner (unavailable actions) the centre isn't added and the message mentions a limit your plan's centre limit is reached. see who can change the plan (see also) the new centre is listed under centres done"},{"id":"limits","title":"Limits","text":"a trial account can have 1 centre. switching between clinics is not available yet."}],"before":{"route":"/keel/getting-started/create-your-practice","title":"Create your practice"},"next":{"route":"/keel/getting-started/set-clinic-details","title":"Set clinic details"}},{"id":"/keel/getting-started/understand-why-clinic-access-was-removed","title":"Understand why clinic access was removed","summary":"What \"You don't have access to a clinic\" means, and how to get back in.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"Why does Keel say I don't have access to a clinic? Should I create a new clinic if I lost access? How do I get my access back?","headings":"Purpose Steps Result If it doesn't work Limits","text":"Use this when Keel shows You don't have access to a clinic. after you sign in. It means your account is signed in, but no clinic currently lets you in. Read the message SIGNED IN · NO CLINIC ACCESS, then You don't have access to a clinic. and your email address, saying it was removed from its clinic, or hasn't been added to one yet. your sign-in worked. Your clinic has removed you from its team, or hasn't added this address yet. don't create a new clinic. A new clinic won't contain your team, patients or history. Ask your clinic to add you back contact your clinic's Owner and give them the email address shown on the screen. your clinic decides who has access, so they're the ones who can add you back. Sign in again select Sign out. When your Owner confirms you're added back, sign in with the same email address. Today, with your clinic's name in the top bar. you're back in the same clinic, with the role your Owner chose when adding you. You don't have access to a clinic. again Check you signed in with the address your Owner added (step 2) This clinic is paused Your access wasn't removed. Your clinic owner has paused Keel, so contact them to resume This clinic is closing Your access wasn't removed. Your clinic owner has closed the clinic, so contact them if this was unexpected Set up your clinic You're signed in with an address no clinic knows. See Join your team Today with your clinic's name Done Keel doesn't show you why you were removed. Only your clinic can tell you.","sections":[{"id":"purpose","title":"Purpose","text":"use this when keel shows you don't have access to a clinic. after you sign in. it means your account is signed in, but no clinic currently lets you in."},{"id":"steps","title":"Steps","text":"read the message signed in · no clinic access, then you don't have access to a clinic. and your email address, saying it was removed from its clinic, or hasn't been added to one yet. your sign-in worked. your clinic has removed you from its team, or hasn't added this address yet. don't create a new clinic. a new clinic won't contain your team, patients or history. ask your clinic to add you back contact your clinic's owner and give them the email address shown on the screen. your clinic decides who has access, so they're the ones who can add you back. sign in again select sign out. when your o"},{"id":"result","title":"Result","text":"you're back in the same clinic, with the role your owner chose when adding you."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"you don't have access to a clinic. again check you signed in with the address your owner added (step 2) this clinic is paused your access wasn't removed. your clinic owner has paused keel, so contact them to resume this clinic is closing your access wasn't removed. your clinic owner has closed the clinic, so contact them if this was unexpected set up your clinic you're signed in with an address no clinic knows. see join your team today with your clinic's name done"},{"id":"limits","title":"Limits","text":"keel doesn't show you why you were removed. only your clinic can tell you."}],"next":{"route":"/keel/getting-started/sign-in-to-keel","title":"Sign in to Keel"}},{"id":"/keel/getting-started/update-practice-details-safely","title":"Update practice details safely","summary":"Know what changes for patients, agents and your team before you edit your clinic's name, hours or timezone, or flip a clinic-wide switch.","product":"keel","kind":"guide","path":"Help Center › Keel › Getting started and onboarding","questions":"What happens if I change my clinic's opening hours? What does turning off Reception desk change? Why did a Practice step on Setup go back to Not started?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your clinic's details are live. Agents read your hours to patients, patients see your name, and Setup checks your details. This guide shows what each change does, so you change only what you mean to. only the clinic Owner can make these changes. They apply to the clinic named at the top of the Clinic page. everything here is on the Clinic page: open Settings, then select Open on the Clinic card. Change hours without closing days by mistake under Opening hours, change only the days you mean to. Untick Open only for a day the clinic is really closed. Before you close a day, check the appointments already booked on it. Keel saves all seven days together, so a day left unticked is saved as Closed and agents won't book patients on it. a closed clinic day also limits when doctors can be booked that day. Check name, timezone and GSTIN change Clinic name, Timezone or GSTIN only if they're wrong. patients see the clinic name on bookings, notes and messages. Keel uses Timezone for appointment times, reminders and reports, and GSTIN on invoices. Save and confirm select Save changes, then open Setup and look at Practice. Saved., then Specialties, Address and hours and GSTIN still ticked on Setup. if you removed something, its Setup step goes back to Not started. Change a clinic-wide switch under Clinic settings, flip Reception desk or Voice scribe only when you mean to change how the clinic works. On or Off under the switch. It saves straight away, with no Save button. with Reception desk off there's no check-in step, so no token is issued and waiting time isn't tracked. keep Voice scribe on while your doctors use Scribe. How long is a typical visit? has its own Save. Saved. beside Save changes, or the switch showing the new On or Off. after you save, agents use the new hours and patients see the new details. A switch flips back with Only the clinic owner can change this setting. Ask your Owner (unavailable actions) This clinic is not active, so settings cannot be changed. The ","sections":[{"id":"purpose","title":"Purpose","text":"your clinic's details are live. agents read your hours to patients, patients see your name, and setup checks your details. this guide shows what each change does, so you change only what you mean to."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can make these changes. they apply to the clinic named at the top of the clinic page. everything here is on the clinic page: open settings, then select open on the clinic card."},{"id":"steps","title":"Steps","text":"change hours without closing days by mistake under opening hours, change only the days you mean to. untick open only for a day the clinic is really closed. before you close a day, check the appointments already booked on it. keel saves all seven days together, so a day left unticked is saved as closed and agents won't book patients on it. a closed clinic day also limits when doctors can be booked that day. check name, timezone and gstin change clinic name, timezone or gstin only if they're wrong. patients see the clinic name on bookings, notes and messages. keel uses timezone for appointment t"},{"id":"result","title":"Result","text":"saved. beside save changes, or the switch showing the new on or off. after you save, agents use the new hours and patients see the new details."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"a switch flips back with only the clinic owner can change this setting. ask your owner (unavailable actions) this clinic is not active, so settings cannot be changed. the clinic is paused or closing. reload the page: the owner sees reactivate clinic a switch flips back with could not save the setting. try again in a moment. flip it again you have been signed out. sign in again to change this. sign in again, then repeat the change a practice step on setup is back to not started add back what you removed (step 3) setup shows gstin did not go through read the reason, correct gstin, save, then sel"},{"id":"limits","title":"Limits","text":"account & lifecycle, at the bottom of the clinic page, holds pause clinic and close account. they stop the clinic. don't use them to edit details. note the old values before you change anything, so you can put them back."}],"before":{"route":"/keel/getting-started/set-clinic-details","title":"Set clinic details"},"next":{"route":"/keel/getting-started/complete-clinic-setup","title":"Complete clinic setup"}},{"id":"/keel/inbox/add-a-private-note","title":"Add a private note","summary":"Leave a team-only internal note on a WhatsApp conversation. The patient never sees it.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"How do I leave a note for my team on a WhatsApp conversation? Can the patient see an internal note? Can I edit or delete an internal note?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"An internal note lets you tell your team something about a conversation: what you promised, what to check, who should call back. It stays inside Keel. The patient never sees it. the Owner, Doctor and Front Desk roles can add notes. you don't need to take the conversation over. You can add a note while the assistant or a colleague is handling it. Switch to Internal note open the conversation in Inbox. Below the messages, select Internal note. Team-only — the patient never sees this. and a box marked Leave a note for the team…. switching between Reply to patient and Internal note keeps what you've typed. Write and save the note type the note and press Enter, or select the lock button next to the box. an amber Internal note card in the conversation, with your name and team only. anyone on your team who opens the conversation sees it, in time order with the messages. press Shift and Enter together for a new line. the Internal note card in the conversation. It has no delivery tick, because it isn't sent anywhere. A note needs some text (max 4000 characters). Add text, or shorten it to 4000 characters Could not save the note. Try again. Your text is put back in the box. Try again. The Internal note card Done notes can't be edited or deleted after they're saved. a note is limited to 4000 characters. a note from someone who has left your team shows Former staff. notes belong to conversations. Handed-over callers can't take a note.","sections":[{"id":"purpose","title":"Purpose","text":"an internal note lets you tell your team something about a conversation: what you promised, what to check, who should call back. it stays inside keel. the patient never sees it."},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can add notes. you don't need to take the conversation over. you can add a note while the assistant or a colleague is handling it."},{"id":"steps","title":"Steps","text":"switch to internal note open the conversation in inbox. below the messages, select internal note. team-only — the patient never sees this. and a box marked leave a note for the team…. switching between reply to patient and internal note keeps what you've typed. write and save the note type the note and press enter, or select the lock button next to the box. an amber internal note card in the conversation, with your name and team only. anyone on your team who opens the conversation sees it, in time order with the messages. press shift and enter together for a new line."},{"id":"result","title":"Result","text":"the internal note card in the conversation. it has no delivery tick, because it isn't sent anywhere."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"a note needs some text (max 4000 characters). add text, or shorten it to 4000 characters could not save the note. try again. your text is put back in the box. try again. the internal note card done"},{"id":"limits","title":"Limits","text":"notes can't be edited or deleted after they're saved. a note is limited to 4000 characters. a note from someone who has left your team shows former staff. notes belong to conversations. handed-over callers can't take a note."}],"before":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"},"next":{"route":"/keel/inbox/assign-a-conversation","title":"Assign a conversation"}},{"id":"/keel/inbox/assign-a-conversation","title":"Assign a conversation","summary":"Make one teammate responsible for a WhatsApp conversation, so it shows in their Mine tab.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"How do I give a WhatsApp conversation to a colleague? Does assigning a conversation stop the assistant from replying? Why can't I find my colleague in the assign list?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Assigning a conversation makes one teammate responsible for it. It doesn't stop the assistant or let anyone reply. To write to the patient yourself, take it over (Reply as a person). the Owner, Doctor and Front Desk roles can assign. you can only pick teammates who are members of the centre you're signed in to. Open the assign menu open the conversation in Inbox, then select the Assigned pill in its header. Loading teammates…, then your teammates at this centre. Your own name ends with (you) and the current assignee is ticked. Choose a teammate select the teammate. the pill shows their name, or You if you picked yourself. the conversation now counts under their Mine tab and leaves Unassigned. Unassign it select the Assigned pill, then Unassign. the pill reads Unassigned. Unassign appears only when someone is assigned. the assignee's name on the Assigned pill. your teammate sees it under Mine. Whoever was handling the conversation, the assistant or a person, is still handling it. No teammates at this centre Invite them first (Invite a teammate) That teammate isn't a member of this centre. Pick someone at this centre This thread is no longer available — refresh. Reload Inbox Could not update the assignment. Try again. Try again Their name on the Assigned pill Done a conversation has one assignee at a time. assigning doesn't send a notification and doesn't add to the number next to Inbox. Your teammate sees it in their Mine count. automatic assignment is not available. Each conversation is assigned by hand. handed-over callers can't be assigned.","sections":[{"id":"purpose","title":"Purpose","text":"assigning a conversation makes one teammate responsible for it. it doesn't stop the assistant or let anyone reply. to write to the patient yourself, take it over (reply as a person)."},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can assign. you can only pick teammates who are members of the centre you're signed in to."},{"id":"steps","title":"Steps","text":"open the assign menu open the conversation in inbox, then select the assigned pill in its header. loading teammates…, then your teammates at this centre. your own name ends with (you) and the current assignee is ticked. choose a teammate select the teammate. the pill shows their name, or you if you picked yourself. the conversation now counts under their mine tab and leaves unassigned. unassign it select the assigned pill, then unassign. the pill reads unassigned. unassign appears only when someone is assigned."},{"id":"result","title":"Result","text":"the assignee's name on the assigned pill. your teammate sees it under mine. whoever was handling the conversation, the assistant or a person, is still handling it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no teammates at this centre invite them first (invite a teammate) that teammate isn't a member of this centre. pick someone at this centre this thread is no longer available — refresh. reload inbox could not update the assignment. try again. try again their name on the assigned pill done"},{"id":"limits","title":"Limits","text":"a conversation has one assignee at a time. assigning doesn't send a notification and doesn't add to the number next to inbox. your teammate sees it in their mine count. automatic assignment is not available. each conversation is assigned by hand. handed-over callers can't be assigned."}],"before":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"},"next":{"route":"/keel/inbox/reply-as-a-person","title":"Reply as a person"}},{"id":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox","summary":"Find the WhatsApp conversations and handed-over callers that need a person, and see who is handling each one.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"Where do I see the WhatsApp messages that need me? What does the number next to Inbox count? What is the difference between Mine, Escalated and Unassigned?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Inbox is where your team sees the clinic's WhatsApp conversations and the callers the Front Office agent handed over. The assistant answers patients first. This guide shows you where the ones that need a person are, and who is handling each one. the Owner, Doctor and Front Desk roles can use Inbox. Finance doesn't have Inbox access. Inbox shows the centre you're signed in to. Open the Inbox in the sidebar, select Inbox. Inbox with a line such as 3 waiting on us, or All quiet right now when nothing is open. \"waiting on us\" counts patients who wrote last and callers handed over to the desk. the number next to Inbox in the sidebar counts escalated conversations, conversations you are handling, and handed-over callers. It's hidden when there are none. Choose a tab select Mine, Escalated, Unassigned, Handed over or All. the list for that tab. Each tab except All shows its count. Mine is assigned to you, Unassigned has no one assigned, Escalated was flagged for a person, and Handed over lists callers the assistant passed to the desk (work through them). Inbox opens on All. If something needs a person, Inbox opens the most urgent conversation for you. Read a row the patient's name (or their number if it isn't linked), the last message, and how long ago it came, such as 5m or 2h. Escalated when it was flagged, You when you're handling it, and waiting when the patient wrote last. escalated conversations are listed first, then the most recent. Open a conversation select the row. the messages, labelled PATIENT, ASSISTANT and YOU, with the patient panel on the right. a banner saying who is handling it: The assistant is handling this thread., You're handling this, or [name] has control. teammates who have it open show as initials with 1 viewing. Assistant is replying… or [name] is typing… appears above the reply box while someone is writing. the conversation open, with the banner telling you whether the assistant, you or a teammate is handling it. you know who is responsible bef","sections":[{"id":"purpose","title":"Purpose","text":"inbox is where your team sees the clinic's whatsapp conversations and the callers the front office agent handed over. the assistant answers patients first. this guide shows you where the ones that need a person are, and who is handling each one."},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can use inbox. finance doesn't have inbox access. inbox shows the centre you're signed in to."},{"id":"steps","title":"Steps","text":"open the inbox in the sidebar, select inbox. inbox with a line such as 3 waiting on us, or all quiet right now when nothing is open. \"waiting on us\" counts patients who wrote last and callers handed over to the desk. the number next to inbox in the sidebar counts escalated conversations, conversations you are handling, and handed-over callers. it's hidden when there are none. choose a tab select mine, escalated, unassigned, handed over or all. the list for that tab. each tab except all shows its count. mine is assigned to you, unassigned has no one assigned, escalated was flagged for a person,"},{"id":"result","title":"Result","text":"the conversation open, with the banner telling you whether the assistant, you or a teammate is handling it. you know who is responsible before you reply, assign it or add a note."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no whatsapp conversations yet no patient has messaged the clinic on whatsapp yet nothing here right now nothing matches this tab. select all. couldn't load conversations — retrying… check your connection. if it stays, your role may not include inbox. ask your clinic owner. reconnecting… keel is reconnecting. the list keeps updating once it's back. this conversation is closed. it was closed. if the patient writes again, it comes back to the list. the conversation and its banner done"},{"id":"limits","title":"Limits","text":"inbox lists whatsapp conversations. phone calls appear only as handed-over callers. searching the conversation list is not available. hand to doctor is shown in the conversation header but is not available yet. front desk in the sidebar shows front desk · coming soon. handed-over callers are in inbox."}],"before":{"route":"/keel/getting-started/sign-in-to-keel","title":"Sign in to Keel"},"next":{"route":"/keel/inbox/reply-as-a-person","title":"Reply as a person"}},{"id":"/keel/inbox/link-the-correct-patient","title":"Link the correct patient","summary":"Connect a WhatsApp conversation to the right patient record, or correct a wrong link, so Inbox shows their visits and appointments.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"How do I link a WhatsApp conversation to a patient? What does SHARED NUMBER mean in Inbox? How do I fix a conversation linked to the wrong patient?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When a WhatsApp conversation is linked to a patient record, Inbox shows who it is, their visits, their next appointment and any open case. Link it when the number isn't recognised, pick the right person on a shared family number, or correct a wrong link. the Owner, Doctor and Front Desk roles can link a patient. you don't need to take the conversation over to link it. the patient must already have a record. Linking from Inbox can't create one (Find or create a patient). Check the patient panel open the conversation in Inbox and look at the panel on the right. If it's closed, select the patient's name or number at the top of the conversation. the patient's name with Linked by assistant, Linked by you or Matched by number when it's linked. UNLINKED and This number isn't linked to a patient record yet. when it isn't. Who is this conversation with? and SHARED NUMBER when more than one patient uses this number. Link an unlinked number select Link to a patient. Type at least two letters in Search patients by name, then select the patient. Linking…, then the patient's details with Linked by you. each result shows the patient's phone number and age, to help you pick the right one. Choose on a shared number under Who is this conversation with?, select the person who is writing. If they aren't listed, use Someone else? Search all patients. that patient's details, with SHARED NUMBER still shown. Inbox shows this person's visits and appointments for the conversation. Correct a wrong link select Change patient (after Not [first name]?), or Change on a shared number. Pick the right person. the right patient's details, with Linked by you. the assistant doesn't overwrite a link made by your team. PHONE, VISITS, NEXT APPOINTMENT, OPEN CASE, CARE OWNER (when known) and Open full record in the panel. the patient's name in place of the number in the conversation list. No matching patients. Check the spelling, or create the patient first (Find or create a patient) Already booked to anot","sections":[{"id":"purpose","title":"Purpose","text":"when a whatsapp conversation is linked to a patient record, inbox shows who it is, their visits, their next appointment and any open case. link it when the number isn't recognised, pick the right person on a shared family number, or correct a wrong link."},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can link a patient. you don't need to take the conversation over to link it. the patient must already have a record. linking from inbox can't create one (find or create a patient)."},{"id":"steps","title":"Steps","text":"check the patient panel open the conversation in inbox and look at the panel on the right. if it's closed, select the patient's name or number at the top of the conversation. the patient's name with linked by assistant, linked by you or matched by number when it's linked. unlinked and this number isn't linked to a patient record yet. when it isn't. who is this conversation with? and shared number when more than one patient uses this number. link an unlinked number select link to a patient. type at least two letters in search patients by name, then select the patient. linking…, then the patient"},{"id":"result","title":"Result","text":"phone, visits, next appointment, open case, care owner (when known) and open full record in the panel. the patient's name in place of the number in the conversation list."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no matching patients. check the spelling, or create the patient first (find or create a patient) already booked to another patient. the assistant already confirmed a different patient in this conversation and acted for them. the link can't be changed here. open the record with open full record to check. no conversation to link yet. linking isn't possible yet for this conversation couldn't link — retry. try again the patient's details in the panel done"},{"id":"limits","title":"Limits","text":"a conversation is linked to one patient at a time. on a shared number, changing the person replaces the link. earlier picks aren't kept as a history. linking doesn't add this phone number to the patient's record."}],"before":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"}},{"id":"/keel/inbox/mark-a-handed-over-item-done-or-undo-it","title":"Mark a handed-over item done or undo it","summary":"Take a handed-over caller out of Waiting once you've dealt with them, or undo it straight away if you clicked by mistake.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"How do I undo Mark done on a handed-over caller? What does \"This request was updated since you opened it\" mean? Does Mark done cancel or move the visit?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Mark done takes a handed-over caller out of Waiting once you've dealt with them. If you click it by mistake, Undo brings them straight back. the Owner, Doctor and Front Desk roles can mark items done. Other roles don't see Mark done. marking done doesn't cancel or move a visit, and doesn't message the caller. Check before you mark it done open the caller in Inbox › Handed over and read the hint next to Mark done. Done moves it out of Waiting, with your name. For a cancel or move request it starts with Make the change in the calendar first. cancel or move the visit before you mark the request done (Cancel an appointment). Mark it done select Mark done. Marked done: and the caller's name, with Undo, at the bottom right. The caller leaves the list and the next oldest opens. the Waiting count and the number next to Inbox go down by one. Mark done is briefly unavailable when a new caller comes up, so a double click can't close one you haven't read. Undo a mistake select Undo while the bar is showing. Undoing…, then the caller back in Waiting, selected, in their original place. the bar shows for 5 seconds. Pointing at it, or moving to it with the keyboard, keeps it open. the caller gone from Waiting, or back in it after Undo. This request was updated since you opened it. Check it again. The caller asked again. Nothing was closed. Read the updated request, then mark it done. This hand-over is no longer here. Refreshing the list. It was dealt with or removed. Carry on with the list. You don't have permission to mark this done. Ask your clinic Owner Your session has expired. Sign in again to mark this done. Sign in again (Recover a sign-in problem) Couldn't save. Check your connection and try again. Check your connection and try again Too late to undo. It's marked done. The time to undo has passed. Call the caller back if you still need to. Couldn't undo. Check your connection. Select Dismiss, then check your connection The caller gone from Waiting Done you can only undo you","sections":[{"id":"purpose","title":"Purpose","text":"mark done takes a handed-over caller out of waiting once you've dealt with them. if you click it by mistake, undo brings them straight back."},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can mark items done. other roles don't see mark done. marking done doesn't cancel or move a visit, and doesn't message the caller."},{"id":"steps","title":"Steps","text":"check before you mark it done open the caller in inbox › handed over and read the hint next to mark done. done moves it out of waiting, with your name. for a cancel or move request it starts with make the change in the calendar first. cancel or move the visit before you mark the request done (cancel an appointment). mark it done select mark done. marked done: and the caller's name, with undo, at the bottom right. the caller leaves the list and the next oldest opens. the waiting count and the number next to inbox go down by one. mark done is briefly unavailable when a new caller comes up, so a "},{"id":"result","title":"Result","text":"the caller gone from waiting, or back in it after undo."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"this request was updated since you opened it. check it again. the caller asked again. nothing was closed. read the updated request, then mark it done. this hand-over is no longer here. refreshing the list. it was dealt with or removed. carry on with the list. you don't have permission to mark this done. ask your clinic owner your session has expired. sign in again to mark this done. sign in again (recover a sign-in problem) couldn't save. check your connection and try again. check your connection and try again too late to undo. it's marked done. the time to undo has passed. call the caller bac"},{"id":"limits","title":"Limits","text":"you can only undo your own mark done, within a minute of it. if a teammate already marked the caller done, your mark done clears it too, without an undo. inbox has no list of callers already marked done."}],"before":{"route":"/keel/inbox/work-through-handed-over-messages","title":"Work through handed-over messages"},"next":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"}},{"id":"/keel/inbox/reply-as-a-person","title":"Reply as a person","summary":"Take a WhatsApp conversation over from the assistant and write to the patient yourself.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"How do I reply to a patient myself on WhatsApp? Does the assistant stop replying when I take over? Why can't I send a reply in Inbox?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The assistant answers patients on WhatsApp first. When a patient needs a person, take the conversation over and reply yourself. While you hold it, the assistant is paused for that patient. the Owner, Doctor and Front Desk roles can take over and reply. your centre needs its WhatsApp number set up (Prepare WhatsApp setup). one person handles a conversation at a time. Assigning it to you doesn't let you reply; taking it over does. Open the conversation in Inbox, select the conversation. The assistant is handling this thread. and Take over. Take over select Take over. You're handling this — the assistant is paused, it resumes when you hand back, and You next to the patient in the list. the assistant doesn't answer this patient's new messages until you hand back or close. Their messages still arrive in Inbox. if a teammate got there first, you'll see [name] is handling this. Write your reply in Reply to patient, type in Reply as the clinic… and press Enter, or select the send button. your message under YOU, marked sending…, then ✓ sent and ✓ delivered. the patient gets it on WhatsApp from the clinic's number. Finish the conversation when you're done, select Hand back or Close in the banner (Return a conversation to the agent). until you do, the assistant stays paused for this patient. your messages under YOU with ✓ delivered, and You're handling this until you hand back. a message is not a booking. If you tell a patient a time, book it in Keel too (Book an appointment). [name] is handling this. or [name] has control A teammate is replying. Leave them an internal note, or ask them to hand back. Take over to reply in the reply box You haven't taken it over yet (step 2) The assistant took this back while you were typing — take over again to reply. Take over again. Your text is put back in the box. [name] took this over while you were typing — they're handling it. Your text is put back. Leave it as an internal note instead. This centre has no WhatsApp number — set one in Se","sections":[{"id":"purpose","title":"Purpose","text":"the assistant answers patients on whatsapp first. when a patient needs a person, take the conversation over and reply yourself. while you hold it, the assistant is paused for that patient."},{"id":"before-you-start","title":"Before you start","text":"the owner, doctor and front desk roles can take over and reply. your centre needs its whatsapp number set up (prepare whatsapp setup). one person handles a conversation at a time. assigning it to you doesn't let you reply; taking it over does."},{"id":"steps","title":"Steps","text":"open the conversation in inbox, select the conversation. the assistant is handling this thread. and take over. take over select take over. you're handling this — the assistant is paused, it resumes when you hand back, and you next to the patient in the list. the assistant doesn't answer this patient's new messages until you hand back or close. their messages still arrive in inbox. if a teammate got there first, you'll see [name] is handling this. write your reply in reply to patient, type in reply as the clinic… and press enter, or select the send button. your message under you, marked sending"},{"id":"result","title":"Result","text":"your messages under you with ✓ delivered, and you're handling this until you hand back. a message is not a booking. if you tell a patient a time, book it in keel too (book an appointment)."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"[name] is handling this. or [name] has control a teammate is replying. leave them an internal note, or ask them to hand back. take over to reply in the reply box you haven't taken it over yet (step 2) the assistant took this back while you were typing — take over again to reply. take over again. your text is put back in the box. [name] took this over while you were typing — they're handling it. your text is put back. leave it as an internal note instead. this centre has no whatsapp number — set one in settings. your whatsapp number isn't set up (prepare whatsapp setup) couldn't send — check yo"},{"id":"limits","title":"Limits","text":"replies from inbox are text only. whatsapp templates and messages outside whatsapp's reply window are not available from inbox. hand to doctor is shown but is not available yet. only the person handling a conversation can reply in it."}],"before":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"},"next":{"route":"/keel/inbox/return-a-conversation-to-the-agent","title":"Return a conversation to the agent"}},{"id":"/keel/inbox/return-a-conversation-to-the-agent","title":"Return a conversation to the agent","summary":"Hand a WhatsApp conversation back to the assistant, close it, or as the Owner take it back from a teammate who is away.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"How do I give a conversation back to the assistant? What is the difference between Hand back and Close? A colleague took over a conversation and has gone home. How do I get it back?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"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. only the person handling a conversation can hand it back or close it. only the Owner can use Force hand back. Hand back in the You're handling this banner, select Hand back. The assistant is handling this thread. the assistant answers the patient's next message. Handing back doesn't send the patient anything. Close the conversation when nothing more is needed, select Close in the You're handling this banner instead. This conversation is closed., and it leaves the Inbox list. closing 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. Force hand back as the Owner, open a conversation showing [name] has control, then select Force hand back. The assistant is handling this thread. your 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. The assistant is handling this thread. with Take over available, or the conversation gone from the list after Close. No Hand back or Close You aren't the one handling it. Ask the person named in the banner, or your Owner. A colleague has control with no name The person may have left your team. The Owner can use Force hand back (step 3). Only an admin can force hand back. Ask your clinic Owner This thread was already handed back. Someone handed it back first. Nothing to do. Could not hand back. Try again. Try again The assistant is handling this thread. Done 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","sections":[{"id":"purpose","title":"Purpose","text":"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."},{"id":"before-you-start","title":"Before you start","text":"only the person handling a conversation can hand it back or close it. only the owner can use force hand back."},{"id":"steps","title":"Steps","text":"hand back in the you're handling this banner, select hand back. the assistant is handling this thread. the assistant answers the patient's next message. handing back doesn't send the patient anything. close the conversation when nothing more is needed, select close in the you're handling this banner instead. this conversation is closed., and it leaves the inbox list. closing 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. force hand back as the owner, open a conversation s"},{"id":"result","title":"Result","text":"the assistant is handling this thread. with take over available, or the conversation gone from the list after close."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no hand back or close you aren't the one handling it. ask the person named in the banner, or your owner. a colleague has control with no name the person may have left your team. the owner can use force hand back (step 3). only an admin can force hand back. ask your clinic owner this thread was already handed back. someone handed it back first. nothing to do. could not hand back. try again. try again the assistant is handling this thread. done"},{"id":"limits","title":"Limits","text":"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)."}],"before":{"route":"/keel/inbox/reply-as-a-person","title":"Reply as a person"},"next":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"}},{"id":"/keel/inbox/work-through-handed-over-messages","title":"Work through handed-over messages","summary":"Call back the callers the assistant handed to the front desk, oldest first, and make the change they asked for.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows › Inbox","questions":"Where do I find the callers the assistant couldn't help? What does Blocked mean on a handed-over request? Does Mark done cancel the patient's visit?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"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. 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. Open Handed over in Inbox, select Handed over. You can also select callers handed over · Open or Open Handed over in the middle of Inbox. Waiting 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. Read the request Wanted: A call back, Cancel the visit or Move the visit. Visit: the visit's time and doctor, No visit attached, or Not identified. Note: what the assistant wrote down, word for word. Blocked 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. Call them back select Call followed by their number. your 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. Make the change for a cancel or move request, confirm who is calling, then cancel or move the visit in Keel (Cancel an appointment, Reschedule an appointment). marking the request done doesn't cancel or move anything. The visit changes only when you change it. Mark it done select Mark done. Marked done: and their name, with Undo. The next oldest caller opens. the caller leaves Waiting with your name against it (Mark a handed-over item done or undo it). Nothing handed over when everyone has been dealt with. every caller the assistant passed to the desk has been dealt with. Couldn't load hand-overs — retrying… Check your connection. Keel keeps","sections":[{"id":"purpose","title":"Purpose","text":"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."},{"id":"before-you-start","title":"Before you start","text":"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."},{"id":"steps","title":"Steps","text":"open handed over in inbox, select handed over. you can also select callers handed over · open or open handed over in the middle of inbox. waiting 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. read the request wanted: a call back, cancel the visit or move the visit. visit: the visit's time and doctor, no visit attached, or not identified. note: what the assistant wrote down, word "},{"id":"result","title":"Result","text":"nothing handed over when everyone has been dealt with. every caller the assistant passed to the desk has been dealt with."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"couldn't load hand-overs — retrying… check your connection. keel keeps trying. couldn't refresh. showing the list from a time the list may be out of date. check your connection. your session has expired. sign in again to see hand-overs. sign in again (recover a sign-in problem) you no longer have access to hand-overs. your access has changed, for example a new role. ask your clinic owner. no mark done button your role can't mark hand-overs done. ask your clinic owner. couldn't load more. try again. select load more again nothing handed over done"},{"id":"limits","title":"Limits","text":"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."}],"before":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"},"next":{"route":"/keel/inbox/mark-a-handed-over-item-done-or-undo-it","title":"Mark a handed-over item done or undo it"}},{"id":"/keel","title":"Keel help","summary":"","product":"keel","kind":"landing","path":"Help Center","questions":"","headings":"","text":"Guides for running your clinic in Keel, by Airgent.","sections":[]},{"id":"/keel/modules-and-workflows","title":"Modules and workflows","summary":"Guides for each part of Keel your team uses every day, from the waiting room to the signed note.","product":"keel","kind":"landing","path":"Help Center › Keel","questions":"","headings":"","text":"","sections":[]},{"id":"/keel/organisation-team-and-access/change-roles-and-centre-access","title":"Change roles and centre access","summary":"Change what a teammate can do by changing their role, or give them access to another of your centres.","product":"keel","kind":"guide","path":"Help Center › Keel › Organisation, team and access","questions":"How do I change a teammate's role in Keel? How do I make someone a co-owner? How do I give a teammate access to our other centre?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Each teammate has one role, and the role decides what they can open. Change it when someone's job changes. To let someone work at another of your centres, add them there with a role for that centre. only the clinic Owner can change roles. Team shows the people at the centre you're signed in to. a role can need a seat on your plan. You can see your seats on Team under Your plan. Open their actions in the sidebar, select Team. Under Members, select ⋯ next to the person. Change role with Owner (co-owner), Doctor, Front Desk and Finance. Their current role is marked current. Choose the new role select the new role. the role next to their name changes. what they can open now follows the new role. when someone becomes a Doctor or Owner, they're ticked for every service on your rate card unless they were set up at this centre before. Add them to another centre select Invite a member. Enter their Email and Full name, choose the other Centre and their Role there, then select Send invite. [name] already has an Airgent account and has been added to this centre. They can log in with [email] right away. they keep their role here and have a separate role at the other centre. Centre appears only when your clinic has more than one centre. the new role next to their name under Members. the areas they can open in Settings now match the new role. No ⋯ next to anyone Only the Owner can change roles. Ask your clinic Owner. No ⋯ on your own row You can't change your own role. Ask another Owner. The role doesn't change, and a short error shows in the menu If they're your only Owner, make someone else Owner (co-owner) first. Otherwise your plan may have no free seat for the new role (Request upgrade). Network error. Try again. Reload Team and try again The new role shows next to their name Done each teammate has one role at each centre. prescribing is separate from the role. Give or remove it with Grant prescribing or Revoke prescribing (next guide). to take away all access at this centre,","sections":[{"id":"purpose","title":"Purpose","text":"each teammate has one role, and the role decides what they can open. change it when someone's job changes. to let someone work at another of your centres, add them there with a role for that centre."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can change roles. team shows the people at the centre you're signed in to. a role can need a seat on your plan. you can see your seats on team under your plan."},{"id":"steps","title":"Steps","text":"open their actions in the sidebar, select team. under members, select ⋯ next to the person. change role with owner (co-owner), doctor, front desk and finance. their current role is marked current. choose the new role select the new role. the role next to their name changes. what they can open now follows the new role. when someone becomes a doctor or owner, they're ticked for every service on your rate card unless they were set up at this centre before. add them to another centre select invite a member. enter their email and full name, choose the other centre and their role there, then select "},{"id":"result","title":"Result","text":"the new role next to their name under members. the areas they can open in settings now match the new role."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no ⋯ next to anyone only the owner can change roles. ask your clinic owner. no ⋯ on your own row you can't change your own role. ask another owner. the role doesn't change, and a short error shows in the menu if they're your only owner, make someone else owner (co-owner) first. otherwise your plan may have no free seat for the new role (request upgrade). network error. try again. reload team and try again the new role shows next to their name done"},{"id":"limits","title":"Limits","text":"each teammate has one role at each centre. prescribing is separate from the role. give or remove it with grant prescribing or revoke prescribing (next guide). to take away all access at this centre, remove them instead."}],"before":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"},"next":{"route":"/keel/organisation-team-and-access/understand-clinical-signing-authority","title":"Understand clinical signing authority"}},{"id":"/keel/organisation-team-and-access","title":"Organisation, team and access","summary":"Invite your team, give each person the right role and centres, and remove access when someone leaves.","product":"keel","kind":"landing","path":"Help Center › Keel","questions":"","headings":"","text":"","sections":[]},{"id":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate","summary":"Invite someone to your clinic with the right role, so they join the first time they sign in.","product":"keel","kind":"guide","path":"Help Center › Keel › Organisation, team and access","questions":"How do I add a new receptionist or doctor to Keel? Why does my invite say \"Seat limit reached\"? How do I cancel an invite I sent to the wrong email?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"An invite adds a named person to your clinic with one role. They join automatically the first time they sign in with the email you invite, so there's no setup form for them to fill in. only the clinic Owner can invite people. have the email your teammate will sign in with. The invite matches that exact address. each invite holds a seat on your plan until it's accepted or cancelled. You can see your seats on Team under Your plan. Open the invite form in the sidebar, select Team, then Invite a member. an Invite a member form with Email, Full name and Role. If your clinic has more than one centre, there's also Centre. Say who they are enter their Email and Full name. If you see Centre, choose the centre they'll work at. both fields are required. Choose their role under Role, choose Front desk — bookings & payments, Doctor / clinician, Finance — invoicing or Owner — full control (co-owner). the role decides what they can open in Keel. You can change it later. Front desk — bookings & payments is selected until you change it. Send the invite select Send invite. [name] is invited. They'll join automatically the first time they log in with [email]. they're on your team as soon as they sign in with that email. tell your teammate which email you used. they're listed under Pending invites with their role, the date and Invited. after their first sign-in, they move to Members. if they already have an account with your clinic, for example someone returning, they're added straight away. They don't appear under Pending invites. a doctor can't sign notes until you give them prescribing (next guide). No Invite a member button Only the Owner can invite. Ask your clinic Owner. Check the form — some fields look invalid. Check the email address and full name (step 2) [email] is already on your team. They're already under Members. To change what they can do, change their role. [email] has already been invited. Find them under Pending invites. To fix a mistake, select Cancel and invite aga","sections":[{"id":"purpose","title":"Purpose","text":"an invite adds a named person to your clinic with one role. they join automatically the first time they sign in with the email you invite, so there's no setup form for them to fill in."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can invite people. have the email your teammate will sign in with. the invite matches that exact address. each invite holds a seat on your plan until it's accepted or cancelled. you can see your seats on team under your plan."},{"id":"steps","title":"Steps","text":"open the invite form in the sidebar, select team, then invite a member. an invite a member form with email, full name and role. if your clinic has more than one centre, there's also centre. say who they are enter their email and full name. if you see centre, choose the centre they'll work at. both fields are required. choose their role under role, choose front desk — bookings & payments, doctor / clinician, finance — invoicing or owner — full control (co-owner). the role decides what they can open in keel. you can change it later. front desk — bookings & payments is selected until you change i"},{"id":"result","title":"Result","text":"they're listed under pending invites with their role, the date and invited. after their first sign-in, they move to members. if they already have an account with your clinic, for example someone returning, they're added straight away. they don't appear under pending invites. a doctor can't sign notes until you give them prescribing (next guide)."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no invite a member button only the owner can invite. ask your clinic owner. check the form — some fields look invalid. check the email address and full name (step 2) [email] is already on your team. they're already under members. to change what they can do, change their role. [email] has already been invited. find them under pending invites. to fix a mistake, select cancel and invite again. seat limit reached your plan has no free seat for that role. select request upgrade, or cancel an invite you no longer need. you invited the wrong email under pending invites, select cancel on that row, the"},{"id":"limits","title":"Limits","text":"invites don't expire. an unused invite keeps its seat until you cancel it. each email can have only one pending invite at your clinic. prescribing isn't part of the invite. you give it to a doctor after they've joined. once your trial has ended, you can't send invites until you upgrade."}],"next":{"route":"/keel/organisation-team-and-access/understand-clinical-signing-authority","title":"Understand clinical signing authority"}},{"id":"/keel/organisation-team-and-access/prepare-for-a-staff-departure","title":"Prepare for a staff departure","summary":"Hand over a leaving teammate's notes, appointments, conversations and sign-off cover before you remove them.","product":"keel","kind":"guide","path":"Help Center › Keel › Organisation, team and access","questions":"What should I do before removing a doctor who is leaving? Who can sign a doctor's notes after they leave? Does Keel move a removed doctor's appointments to someone else?","headings":"Purpose Before you start Steps Result Limits","text":"Removing someone from your clinic doesn't move anything they were holding. Their appointments, conversations and sign-off cover stay with them. Hand each one to someone before you remove them. do this while they still have access, so they can sign their own notes and hand over their conversations. if you need to cut someone off right away, remove them first (step 5), then work through steps 2–4 yourself. Get their notes signed ask the departing doctor to sign their unsigned consultation notes before their last day. once they're removed, only an Owner with prescribing, or a doctor covering for them, can sign those notes, and each one needs a written reason. Move their upcoming appointments find each upcoming appointment with them. Book the patient with another doctor, then cancel the old appointment. If no one can see the patient, cancel it and let the patient know. Keel doesn't move their appointments to another doctor for you. rescheduling an appointment changes its time, not its doctor. Hand over their conversations ask them to open Inbox, select Mine, and assign each open conversation to a colleague. Any conversation they took over from the agent should go back to the agent or to a colleague. a conversation they took over keeps the agent paused until someone else picks it up. End sign-off cover they hold ask each doctor who chose them as cover to open Settings, then Sign-off delegations, and select Cancel on that row. the row changes from Active to Revoked. removing them doesn't end that cover by itself. Without this step the row keeps showing Active, even though they can no longer sign. Remove them on Team, select ⋯ next to them, then Remove from clinic. they're no longer listed under Members. no upcoming appointments with them, and no Sign-off delegations row that lists them as Active. their patients, conversations and unsigned notes each have someone looking after them. Keel has no departure checklist or handover screen. These steps are manual. your Front Offi","sections":[{"id":"purpose","title":"Purpose","text":"removing someone from your clinic doesn't move anything they were holding. their appointments, conversations and sign-off cover stay with them. hand each one to someone before you remove them."},{"id":"before-you-start","title":"Before you start","text":"do this while they still have access, so they can sign their own notes and hand over their conversations. if you need to cut someone off right away, remove them first (step 5), then work through steps 2–4 yourself."},{"id":"steps","title":"Steps","text":"get their notes signed ask the departing doctor to sign their unsigned consultation notes before their last day. once they're removed, only an owner with prescribing, or a doctor covering for them, can sign those notes, and each one needs a written reason. move their upcoming appointments find each upcoming appointment with them. book the patient with another doctor, then cancel the old appointment. if no one can see the patient, cancel it and let the patient know. keel doesn't move their appointments to another doctor for you. rescheduling an appointment changes its time, not its doctor. hand"},{"id":"result","title":"Result","text":"no upcoming appointments with them, and no sign-off delegations row that lists them as active. their patients, conversations and unsigned notes each have someone looking after them."},{"id":"limits","title":"Limits","text":"keel has no departure checklist or handover screen. these steps are manual. your front office agents stop offering a removed doctor for bookings by themselves. the notes they signed and the records they made stay as they are."}],"next":{"route":"/keel/organisation-team-and-access/remove-team-access","title":"Remove team access"}},{"id":"/keel/organisation-team-and-access/remove-team-access","title":"Remove team access","summary":"Take a teammate off your clinic so they can no longer open it in Keel.","product":"keel","kind":"guide","path":"Help Center › Keel › Organisation, team and access","questions":"How do I remove a staff member from Keel? What happens to a doctor's appointments when I remove them? How do I bring back someone I removed?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Removing someone takes away their access to this centre. It doesn't hand their work to anyone else, so prepare first if they're still holding patients or conversations. only the clinic Owner can remove people. removing someone doesn't move their upcoming appointments, conversations or sign-off cover. Do Prepare for a staff departure first (Related). if they haven't joined yet, cancel their invite instead. Find it under Pending invites and select Cancel. Open their actions in the sidebar, select Team. Under Members, select ⋯ next to the person. Remove from clinic at the bottom of the menu. Remove them from the clinic select Remove from clinic, then confirm Remove [name] from this clinic?. they're no longer listed under Members. they can't open this centre in Keel any more, and their seat is free. the member count on Team goes down by one. if they sign in again with no other centre, Keel shows You don't have access to a clinic. and tells them to ask their clinic. your Front Office agents no longer offer them for bookings. No ⋯ next to anyone Only the Owner can remove people. Ask your clinic Owner. No ⋯ on your own row You can't remove yourself. Ask another Owner. They're still listed, and a short error shows in the menu If they're your only Owner, make someone else Owner (co-owner) first, then remove them They're not under Members They haven't joined yet. Select Cancel on their row under Pending invites. They're gone from Members Done removal applies to this centre only. If they work at another of your centres, they keep that access. the notes they signed and the records they made stay as they are. to bring someone back, invite them again with the same email. They're added straight away.","sections":[{"id":"purpose","title":"Purpose","text":"removing someone takes away their access to this centre. it doesn't hand their work to anyone else, so prepare first if they're still holding patients or conversations."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can remove people. removing someone doesn't move their upcoming appointments, conversations or sign-off cover. do prepare for a staff departure first (related). if they haven't joined yet, cancel their invite instead. find it under pending invites and select cancel."},{"id":"steps","title":"Steps","text":"open their actions in the sidebar, select team. under members, select ⋯ next to the person. remove from clinic at the bottom of the menu. remove them from the clinic select remove from clinic, then confirm remove [name] from this clinic?. they're no longer listed under members. they can't open this centre in keel any more, and their seat is free."},{"id":"result","title":"Result","text":"the member count on team goes down by one. if they sign in again with no other centre, keel shows you don't have access to a clinic. and tells them to ask their clinic. your front office agents no longer offer them for bookings."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no ⋯ next to anyone only the owner can remove people. ask your clinic owner. no ⋯ on your own row you can't remove yourself. ask another owner. they're still listed, and a short error shows in the menu if they're your only owner, make someone else owner (co-owner) first, then remove them they're not under members they haven't joined yet. select cancel on their row under pending invites. they're gone from members done"},{"id":"limits","title":"Limits","text":"removal applies to this centre only. if they work at another of your centres, they keep that access. the notes they signed and the records they made stay as they are. to bring someone back, invite them again with the same email. they're added straight away."}],"before":{"route":"/keel/organisation-team-and-access/prepare-for-a-staff-departure","title":"Prepare for a staff departure"}},{"id":"/keel/organisation-team-and-access/understand-clinical-signing-authority","title":"Understand clinical signing authority","summary":"Give a doctor the right to sign notes, and see who can sign which note.","product":"keel","kind":"guide","path":"Help Center › Keel › Organisation, team and access","questions":"Why can't my new doctor sign notes? Can the clinic Owner sign another doctor's note? What happens to a doctor's notes when I remove their prescribing?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"In Keel, signing a consultation note needs prescribing rights. A doctor's role alone isn't enough. The clinic Owner turns prescribing on for each doctor on Team. only the clinic Owner can give or remove prescribing. A doctor can't turn it on themselves. prescribing can be given only to someone whose role is Doctor or Owner. an invite never includes prescribing, so every new doctor needs this step. Grant prescribing in the sidebar, select Team. Select ⋯ next to the doctor, then Grant prescribing. can prescribe next to their name. they can now sign their own consultation notes. Check it on their profile ask the doctor to open Settings, then My profile. Prescribing marked Enabled, with Granted by your Owner. Revoke prescribing on Team, select ⋯ next to the doctor, then Revoke prescribing. can prescribe is no longer next to their name. they can't sign notes any more, and anyone covering for them through a sign-off delegation can't sign on their behalf either. Who can sign a note: The doctor who ran the consultation, with prescribing Their own No An Owner with prescribing Any doctor's note at this centre (Sign off as Principal backup) Yes A doctor covering through an active sign-off delegation, with prescribing The notes of the doctor who set it up (Sign off for that doctor) Yes Anyone without prescribing None — the same rules apply to correcting a signed note. Hover over the greyed sign key to see why. Signing a note needs prescribing rights on your profile. Ask your clinic owner to turn them on. Grant prescribing (step 1) This is [doctor]'s note. Ask them to sign it, or your clinic owner can. The doctor who ran it signs, or an Owner with prescribing signs as backup. For planned cover, see Set up and end sign-off delegation. This note has no consulting doctor on record. Only a clinic owner with prescribing rights can sign it. An Owner with prescribing signs it as backup The sign key is active Done Front Desk and Finance can't be given prescribing. a doctor sets up their","sections":[{"id":"purpose","title":"Purpose","text":"in keel, signing a consultation note needs prescribing rights. a doctor's role alone isn't enough. the clinic owner turns prescribing on for each doctor on team."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can give or remove prescribing. a doctor can't turn it on themselves. prescribing can be given only to someone whose role is doctor or owner. an invite never includes prescribing, so every new doctor needs this step."},{"id":"steps","title":"Steps","text":"grant prescribing in the sidebar, select team. select ⋯ next to the doctor, then grant prescribing. can prescribe next to their name. they can now sign their own consultation notes. check it on their profile ask the doctor to open settings, then my profile. prescribing marked enabled, with granted by your owner. revoke prescribing on team, select ⋯ next to the doctor, then revoke prescribing. can prescribe is no longer next to their name. they can't sign notes any more, and anyone covering for them through a sign-off delegation can't sign on their behalf either."},{"id":"result","title":"Result","text":"who can sign a note: the doctor who ran the consultation, with prescribing their own no an owner with prescribing any doctor's note at this centre (sign off as principal backup) yes a doctor covering through an active sign-off delegation, with prescribing the notes of the doctor who set it up (sign off for that doctor) yes anyone without prescribing none — the same rules apply to correcting a signed note."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"hover over the greyed sign key to see why. signing a note needs prescribing rights on your profile. ask your clinic owner to turn them on. grant prescribing (step 1) this is [doctor]'s note. ask them to sign it, or your clinic owner can. the doctor who ran it signs, or an owner with prescribing signs as backup. for planned cover, see set up and end sign-off delegation. this note has no consulting doctor on record. only a clinic owner with prescribing rights can sign it. an owner with prescribing signs it as backup the sign key is active done"},{"id":"limits","title":"Limits","text":"front desk and finance can't be given prescribing. a doctor sets up their own cover in settings under sign-off delegations. the owner can't set it up for them. an owner signs other doctors' notes only if they have prescribing too."}],"before":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"},"next":{"route":"/keel/consultations/set-up-and-end-sign-off-delegation","title":"Set up and end sign-off delegation"}},{"id":"/keel/overview/what-keel-does","title":"What Keel does","summary":"Keel is a clinic application with AI agents built in. See what each part of Keel is for, and what isn't available yet.","product":"keel","kind":"guide","path":"Help Center › Keel › Overview — understand the product","questions":"What can I do in Keel? Do Keel's agents answer patients on WhatsApp and calls? Does Keel send appointment reminders to patients?","headings":"Purpose Before you start What's in Keel Not available yet","text":"Keel, by Airgent, is a clinic application with AI agents built in. Your team runs the clinic day in Keel, and the agents take on part of the front desk and the note-writing. This page shows what each part of Keel is for, so you know where to start. what you can open and change depends on your role: Owner, Doctor, Front Desk or Finance. every new clinic starts on a 14-day trial. The trial includes Scribe but not the Front Office agents. the Airgent team connects your clinic's WhatsApp and phone line. You can't connect them yourself in Keel. Today One doctor's day: the waiting line, who's next and the doctor's sitting Patients Find, add and correct patient records Appointments Book, move and cancel visits Inbox WhatsApp conversations, and callers the agents passed to your team Front desk The WhatsApp and phone agents. They answer patients, find open times and book, and pass the rest to your team. Scribe Records a consultation and drafts the note. The doctor reviews and signs every note. Calendar Each doctor's bookings, and their Google Calendar connection Team Invite people, set their roles and give them access to your centres Settings Clinic details and opening hours, doctors' hours, your profile and the prescription pad most daily work starts on Today, Appointments and Inbox. Setup starts in Settings and Team. Keel doesn't send appointment confirmations, reminders or intake forms to patients yet. Your team tells the patient. checking in through WhatsApp is not available. The desk checks patients in on Today. the phone agent can't put a caller through to a person during the call. It takes a message for your team. Recall, which brings patients back when they're due, is not available yet. reports and practice insights are not available yet.","sections":[{"id":"purpose","title":"Purpose","text":"keel, by airgent, is a clinic application with ai agents built in. your team runs the clinic day in keel, and the agents take on part of the front desk and the note-writing. this page shows what each part of keel is for, so you know where to start."},{"id":"before-you-start","title":"Before you start","text":"what you can open and change depends on your role: owner, doctor, front desk or finance. every new clinic starts on a 14-day trial. the trial includes scribe but not the front office agents. the airgent team connects your clinic's whatsapp and phone line. you can't connect them yourself in keel."},{"id":"result","title":"What's in Keel","text":"today one doctor's day: the waiting line, who's next and the doctor's sitting patients find, add and correct patient records appointments book, move and cancel visits inbox whatsapp conversations, and callers the agents passed to your team front desk the whatsapp and phone agents. they answer patients, find open times and book, and pass the rest to your team. scribe records a consultation and drafts the note. the doctor reviews and signs every note. calendar each doctor's bookings, and their google calendar connection team invite people, set their roles and give them access to your centres set"},{"id":"limits","title":"Not available yet","text":"keel doesn't send appointment confirmations, reminders or intake forms to patients yet. your team tells the patient. checking in through whatsapp is not available. the desk checks patients in on today. the phone agent can't put a caller through to a person during the call. it takes a message for your team. recall, which brings patients back when they're due, is not available yet. reports and practice insights are not available yet."}],"next":{"route":"/keel/getting-started/sign-in-to-keel","title":"Sign in to Keel"}},{"id":"/keel/plans-packages-and-feature-availability","title":"Plans, packages and feature availability","summary":"What your trial includes, what happens when it ends, and how to move to a plan.","product":"keel","kind":"landing","path":"Help Center › Keel","questions":"","headings":"","text":"","sections":[]},{"id":"/keel/plans-packages-and-feature-availability/request-an-upgrade","title":"Request an upgrade","summary":"Choose a plan and send an upgrade request from Keel. The Airgent team contacts you to activate it; there is no payment in the app.","product":"keel","kind":"guide","path":"Help Center › Keel › Plans, packages and feature availability","questions":"How do I upgrade from the Keel trial? Do I need to pay or add a card in Keel to upgrade? What happens after I request an upgrade?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When your trial is ending, or you need more than it allows, you ask for a plan from inside Keel. Keel sends your request to the Airgent team, who contact you to activate it. You don't pay or add a card in Keel. only the clinic Owner can request an upgrade. Anyone else sees Notify owner instead. the plan screen opens while your clinic is on its trial. prices aren't shown in Keel. The Airgent team covers them when they contact you. Open the plans on the banner at the top of Keel, select Upgrade for more → or Upgrade →. UPGRADE YOUR CLINIC, Choose what runs itself., three plan cards, and your days left, for example TRIAL · 5 DAYS LEFT. Choose a plan on the plan you want, select Select followed by the plan's name. that card marked Selected, and below it Step 2 — confirm your plan. select ← Change selection to go back to the cards. Check what's included read WHAT YOU GET and YOUR PLAN INCLUDES. this is what the plan adds to your clinic. A plan with AI Scribe shows your AI notes going from the trial amount to the plan's monthly amount. the seat, clinic and channel counters on this panel are not sent with your request yet. Tell the Airgent team what you need when they contact you. Send the request select Request followed by the plan's name. Request received and We'll reach out shortly to activate followed by the plan's name. your request has reached the Airgent team. Your plan doesn't change until they activate it. Or request from a limit on a Seat limit reached or AI note limit reached notice, select Request upgrade. Upgrade requested and We'll reach out shortly to get you set up. this also works on a paid plan, for example when you need another seat. Request received on the plan screen, or Upgrade requested on a limit notice. the Airgent team has your request. Once they activate your plan, the trial banners stop and your new limits apply. Your clinic's trial needs an upgrade and Notify owner You aren't the Owner. Notify them (who can change the plan) Couldn't send that j","sections":[{"id":"purpose","title":"Purpose","text":"when your trial is ending, or you need more than it allows, you ask for a plan from inside keel. keel sends your request to the airgent team, who contact you to activate it. you don't pay or add a card in keel."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can request an upgrade. anyone else sees notify owner instead. the plan screen opens while your clinic is on its trial. prices aren't shown in keel. the airgent team covers them when they contact you."},{"id":"steps","title":"Steps","text":"open the plans on the banner at the top of keel, select upgrade for more → or upgrade →. upgrade your clinic, choose what runs itself., three plan cards, and your days left, for example trial · 5 days left. choose a plan on the plan you want, select select followed by the plan's name. that card marked selected, and below it step 2 — confirm your plan. select ← change selection to go back to the cards. check what's included read what you get and your plan includes. this is what the plan adds to your clinic. a plan with ai scribe shows your ai notes going from the trial amount to the plan's mont"},{"id":"result","title":"Result","text":"request received on the plan screen, or upgrade requested on a limit notice. the airgent team has your request. once they activate your plan, the trial banners stop and your new limits apply."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"your clinic's trial needs an upgrade and notify owner you aren't the owner. notify them (who can change the plan) couldn't send that just now — try again. select the request button again billing & plan · coming soon after upgrade plan or manage billing use the banner instead (step 1) request received again, straight away you already asked recently. no need to ask again."},{"id":"limits","title":"Limits","text":"there is no checkout or payment in keel. paying in the app is not available. the plan screen is for clinics on a trial. a paid clinic can't open it, but can still use request upgrade on a limit notice (step 5). changing to a smaller plan or cancelling is not available in keel. to ask about it, get help."}],"before":{"route":"/keel/plans-packages-and-feature-availability/who-can-change-the-practice-plan","title":"Who can change the practice plan"},"next":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"}},{"id":"/keel/plans-packages-and-feature-availability/understand-trial-expiry-and-usage-limits","title":"Understand trial expiry and usage limits","summary":"Know what happens when your trial ends or you reach a trial limit, what still works, and how to lift it.","product":"keel","kind":"guide","path":"Help Center › Keel › Plans, packages and feature availability","questions":"What happens when my Keel trial ends? Can I still see my patients after the trial ends? Why can't I generate an AI note any more?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your trial ends in two ways: when its 14 days run out, or when you use up its AI notes. This guide shows what you see at each point, what keeps working, and how to lift the limit. the trial has three stages: 14 days of trial, then 3 days of grace, then read-only. the stages apply to the whole clinic. Everyone on the team sees the same banner. only the Owner can request an upgrade. Everyone else can notify the Owner. Watch the countdown near the end of the trial, a navy banner reading Trial ends in 2 days, with Upgrade for more →. this is your reminder to choose a plan before the trial ends. the same banner warns you when you are close to a usage limit, for example 8 of 10 AI notes used. Only one warning shows at a time. Keep working during the grace days after day 14, an amber banner reading Your trial ended — upgrade to keep working. followed by the days left, with Upgrade →. everything still works for 3 more days. The banner stays until you upgrade or the grace days end. Recognise read-only mode a red banner with a lock: Your trial has ended. You can view everything — upgrading lets you work again. you can still open patients, past consultations, notes and records. You can't book appointments, add patients, record or finish consultations, write AI notes, invite teammates or add a clinic. if you try, Keel shows Your free trial has ended. Upgrade to keep creating consults, patients, and messages. When AI notes run out after End consult in Scribe, no draft note, and no message saying why. After ten minutes the screen shows Not back yet. the trial's 10 AI notes are used. Keel keeps the recording and transcript but won't write new AI notes until you upgrade. The rest of your trial keeps working. before you reach the limit, the banner shows your usage, for example 8 of 10 AI notes used. on a recording screen with End consultation and generate notes, Keel instead shows a notice titled AI note limit reached, with Request upgrade and Maybe later. generating the note again ","sections":[{"id":"purpose","title":"Purpose","text":"your trial ends in two ways: when its 14 days run out, or when you use up its ai notes. this guide shows what you see at each point, what keeps working, and how to lift the limit."},{"id":"before-you-start","title":"Before you start","text":"the trial has three stages: 14 days of trial, then 3 days of grace, then read-only. the stages apply to the whole clinic. everyone on the team sees the same banner. only the owner can request an upgrade. everyone else can notify the owner."},{"id":"steps","title":"Steps","text":"watch the countdown near the end of the trial, a navy banner reading trial ends in 2 days, with upgrade for more →. this is your reminder to choose a plan before the trial ends. the same banner warns you when you are close to a usage limit, for example 8 of 10 ai notes used. only one warning shows at a time. keep working during the grace days after day 14, an amber banner reading your trial ended — upgrade to keep working. followed by the days left, with upgrade →. everything still works for 3 more days. the banner stays until you upgrade or the grace days end. recognise read-only mode a red b"},{"id":"result","title":"Result","text":"trial, days 1–14 none, or a navy warning everything in your trial, up to its limits grace, 3 days amber your trial ended — upgrade to keep working. everything in your trial, up to its limits read-only red your trial has ended. you can view everything — upgrading lets you work again. viewing only your records are never hidden. only new work stops, and upgrading starts it again."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"only your clinic owner can upgrade. select notify owner (who can change the plan) couldn't send that just now — try again. try again trial ended when you generate a note the trial is read-only. upgrade (step 5) seat limit reached the trial has no seat left for that role. upgrade (step 5) request received or upgrade requested done. the airgent team will contact you to activate your plan."},{"id":"limits","title":"Limits","text":"consultations and call insights are counted (50 each in the trial) but never blocked. ai notes are counted over the whole trial, not per month. a paid clinic doesn't see these trial banners."}],"before":{"route":"/keel/plans-packages-and-feature-availability/what-your-trial-includes","title":"What your trial includes"},"next":{"route":"/keel/plans-packages-and-feature-availability/request-an-upgrade","title":"Request an upgrade"}},{"id":"/keel/plans-packages-and-feature-availability/what-your-trial-includes","title":"What your trial includes","summary":"See what your 14-day Keel trial gives you, how many seats and AI notes it has, and what it doesn't include.","product":"keel","kind":"guide","path":"Help Center › Keel › Plans, packages and feature availability","questions":"What does the Keel trial include? How many AI notes can I write during the trial? Can I add a second doctor during the trial?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Every new Keel practice starts on a 14-day trial. This guide shows what the trial gives you, where to see it in Keel, and what it leaves out, so nothing surprises you before it ends. the trial starts when you create your practice. You don't choose a plan at sign-up. no card is needed for the trial. only the clinic Owner sees the plan and seat details on the Team page. Read your trial terms when you create your practice, read the trial box beside the sign-up form. YOUR 14-DAY TRIAL and NO CARD REQUIRED. On a phone or iPad, the line above Create reads 14-day free trial · 10 AI-scribed consults · no card. the trial runs for 14 days and includes 10 AI-written consultation notes. Check your seats open Settings, then Team. Your plan, with a seat count for each role, such as Owner 1/1. A role with no seats left shows full. the trial has one Owner seat and one Front Desk seat. It has no seat for a second doctor or for Finance. Follow your usage keep an eye on the banner at the top of Keel. a navy banner when you are close to a limit, for example 8 of 10 AI notes used, with Upgrade for more →. Keel warns you before a limit stops you, and the link opens the plans. select ✕ to hide the banner. It comes back when the count changes. your trial includes: AI Scribe 10 AI-written notes over the whole trial Consultations 50, counted and shown, never blocked Call Intelligence insight on 50 calls, counted and shown, never blocked Practice Intelligence included Discovery Intelligence included Your chart (EMR) included Team 1 Owner, 1 Front Desk Clinics 1 you can run consultations with AI notes and keep patient records from day one. Only the AI notes have a hard limit. Your plan isn't on the Team page Only the Owner sees it. Ask your Owner (who can change the plan) Seat limit reached when you invite someone The trial has no seat left for that role. Request an upgrade (related) AI note limit reached You've used the trial's 10 AI notes. Request an upgrade (related) No banner You are not c","sections":[{"id":"purpose","title":"Purpose","text":"every new keel practice starts on a 14-day trial. this guide shows what the trial gives you, where to see it in keel, and what it leaves out, so nothing surprises you before it ends."},{"id":"before-you-start","title":"Before you start","text":"the trial starts when you create your practice. you don't choose a plan at sign-up. no card is needed for the trial. only the clinic owner sees the plan and seat details on the team page."},{"id":"steps","title":"Steps","text":"read your trial terms when you create your practice, read the trial box beside the sign-up form. your 14-day trial and no card required. on a phone or ipad, the line above create reads 14-day free trial · 10 ai-scribed consults · no card. the trial runs for 14 days and includes 10 ai-written consultation notes. check your seats open settings, then team. your plan, with a seat count for each role, such as owner 1/1. a role with no seats left shows full. the trial has one owner seat and one front desk seat. it has no seat for a second doctor or for finance. follow your usage keep an eye on the b"},{"id":"result","title":"Result","text":"your trial includes: ai scribe 10 ai-written notes over the whole trial consultations 50, counted and shown, never blocked call intelligence insight on 50 calls, counted and shown, never blocked practice intelligence included discovery intelligence included your chart (emr) included team 1 owner, 1 front desk clinics 1 you can run consultations with ai notes and keep patient records from day one. only the ai notes have a hard limit."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"your plan isn't on the team page only the owner sees it. ask your owner (who can change the plan) seat limit reached when you invite someone the trial has no seat left for that role. request an upgrade (related) ai note limit reached you've used the trial's 10 ai notes. request an upgrade (related) no banner you are not close to any limit yet"},{"id":"limits","title":"Limits","text":"the trial does not include the front office agents that answer calls and whatsapp messages, or billing. ai notes are counted over the whole trial, not per month. one clinic per trial. adding a second clinic is not available during the trial."}],"before":{"route":"/keel/getting-started/create-your-practice","title":"Create your practice"},"next":{"route":"/keel/plans-packages-and-feature-availability/understand-trial-expiry-and-usage-limits","title":"Understand trial expiry and usage limits"}},{"id":"/keel/plans-packages-and-feature-availability/who-can-change-the-practice-plan","title":"Who can change the practice plan","summary":"Only the clinic Owner can request a plan change. Doctors, Front Desk and Finance can notify the Owner.","product":"keel","kind":"guide","path":"Help Center › Keel › Plans, packages and feature availability","questions":"Who can upgrade our clinic's plan? I'm a doctor. How do I ask for an upgrade? Can Finance change the plan or see invoices?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Only the clinic Owner can ask to change your practice's plan. Everyone else can tell the Owner what they need. This guide shows what each role sees and what to do. your role is one of Owner, Doctor, Front Desk or Finance. a plan change is a request. The Airgent team contacts the clinic to activate it. Check your role open Settings. if you are the Owner or Finance, Billing & plan is under You manage. Otherwise it is under Also in this clinic, marked Owner or Finance. to change someone's role, the Owner opens Team. If you are the Owner, request the change select Upgrade for more → or Upgrade → on the trial banner, or Request upgrade on a limit notice. the Owner is the only role that can send an upgrade request. If you aren't the Owner, notify them on the upgrade screen, select Notify owner. On a limit notice, select Request upgrade. Owner notified — they'll take it from here. on the upgrade screen, or Upgrade requested on the notice. Keel lets your Owner and the Airgent team know. The Owner still chooses the plan. Open Billing & plan (Owner or Finance) in Settings, select Billing & plan. Billing & plan · coming soon. plan, usage and invoices can't be managed here yet. While your clinic is on its trial, there is nothing to pay. Owner yes – yes (coming soon) Finance no yes yes (coming soon) Doctor no yes no Front Desk no yes no Only your clinic owner can upgrade. You aren't the Owner. Select Notify owner (step 3) Billing & plan is under Also in this clinic Your role can't open it. Ask your Owner Couldn't send that just now — try again. Try again Owner notified — they'll take it from here. Done. Your Owner picks the plan. Finance can open Billing & plan but can't request an upgrade. changing to a smaller plan or cancelling is not available in Keel. To ask about it, get help. your clinic always keeps at least one Owner.","sections":[{"id":"purpose","title":"Purpose","text":"only the clinic owner can ask to change your practice's plan. everyone else can tell the owner what they need. this guide shows what each role sees and what to do."},{"id":"before-you-start","title":"Before you start","text":"your role is one of owner, doctor, front desk or finance. a plan change is a request. the airgent team contacts the clinic to activate it."},{"id":"steps","title":"Steps","text":"check your role open settings. if you are the owner or finance, billing & plan is under you manage. otherwise it is under also in this clinic, marked owner or finance. to change someone's role, the owner opens team. if you are the owner, request the change select upgrade for more → or upgrade → on the trial banner, or request upgrade on a limit notice. the owner is the only role that can send an upgrade request. if you aren't the owner, notify them on the upgrade screen, select notify owner. on a limit notice, select request upgrade. owner notified — they'll take it from here. on the upgrade s"},{"id":"result","title":"Result","text":"owner yes – yes (coming soon) finance no yes yes (coming soon) doctor no yes no front desk no yes no"},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"only your clinic owner can upgrade. you aren't the owner. select notify owner (step 3) billing & plan is under also in this clinic your role can't open it. ask your owner couldn't send that just now — try again. try again owner notified — they'll take it from here. done. your owner picks the plan."},{"id":"limits","title":"Limits","text":"finance can open billing & plan but can't request an upgrade. changing to a smaller plan or cancelling is not available in keel. to ask about it, get help. your clinic always keeps at least one owner."}],"before":{"route":"/keel/organisation-team-and-access/change-roles-and-centre-access","title":"Change roles and centre access"},"next":{"route":"/keel/plans-packages-and-feature-availability/request-an-upgrade","title":"Request an upgrade"}},{"id":"/keel/scribe/handle-incomplete-or-incorrect-speaker-attribution","title":"Handle incomplete or incorrect speaker attribution","summary":"Understand how the scribe decides who said what, and correct the note when it gets a speaker wrong.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"Why does the transcript say Resolving voice instead of my name? What happens when a relative speaks during the consultation? Can I change who said a line in the transcript?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The scribe labels each line by who it thinks said it, and the note is written from those labels. This guide explains the labels and what to check when a speaker is wrong or missing. the scribe recognises only your voice, from your voice enrolment. Patients aren't enrolled, so the patient is whoever isn't you. there's no button to change who said a line. You correct the draft note instead. Enrol your voice first enrol your voice before your first scribed consultation. without it, Keel can't tell which voice is yours, and the lines stay unresolved. Read the speaker labels your lines on the right and the patient's on the left, each with its role. a centred line marked RESOLVING VOICE while Keel hasn't decided who spoke. If only one voice has been heard so far, it reads SPEAKER 1. labels can change during the visit as Keel recognises your voice. Check the draft for who said what when you review the draft, check anything the patient \"reported\" that someone else said, and anything said in the visit that's missing. Edit the note before you sign it. the note follows the transcript's labels, so a wrong label can put words in the patient's mouth. the signed note says who said what correctly, even if the transcript didn't. Your lines stay RESOLVING VOICE all visit Enrol your voice (step 1). If you're enrolled, check it isn't marked Re-enrol needed. A relative's or nurse's words are on the patient's side Correct the note in review (step 3) Something said in the room isn't in the transcript Add it to the note by hand (step 3) After a crash: This recording is missing a speaker No note can be written from it. Recover from interrupted recording Lines are on the right sides Done the scribe separates two voices: yours and one other. Once it knows your voice, everyone else is labelled as the patient. when three or more people talk, the quietest voice can be left out of the transcript or merged with another speaker. For example, a quiet patient whose relative does most of the talking. ","sections":[{"id":"purpose","title":"Purpose","text":"the scribe labels each line by who it thinks said it, and the note is written from those labels. this guide explains the labels and what to check when a speaker is wrong or missing."},{"id":"before-you-start","title":"Before you start","text":"the scribe recognises only your voice, from your voice enrolment. patients aren't enrolled, so the patient is whoever isn't you. there's no button to change who said a line. you correct the draft note instead."},{"id":"steps","title":"Steps","text":"enrol your voice first enrol your voice before your first scribed consultation. without it, keel can't tell which voice is yours, and the lines stay unresolved. read the speaker labels your lines on the right and the patient's on the left, each with its role. a centred line marked resolving voice while keel hasn't decided who spoke. if only one voice has been heard so far, it reads speaker 1. labels can change during the visit as keel recognises your voice. check the draft for who said what when you review the draft, check anything the patient \"reported\" that someone else said, and anything sa"},{"id":"result","title":"Result","text":"the signed note says who said what correctly, even if the transcript didn't."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"your lines stay resolving voice all visit enrol your voice (step 1). if you're enrolled, check it isn't marked re-enrol needed. a relative's or nurse's words are on the patient's side correct the note in review (step 3) something said in the room isn't in the transcript add it to the note by hand (step 3) after a crash: this recording is missing a speaker no note can be written from it. recover from interrupted recording lines are on the right sides done"},{"id":"limits","title":"Limits","text":"the scribe separates two voices: yours and one other. once it knows your voice, everyone else is labelled as the patient. when three or more people talk, the quietest voice can be left out of the transcript or merged with another speaker. for example, a quiet patient whose relative does most of the talking. a separate label for a third person, such as a relative, is not available."}],"next":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"}},{"id":"/keel/scribe/prepare-the-room-and-microphone","title":"Prepare the room and microphone","summary":"Set up your browser, microphone and room so the scribe hears the whole consultation.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"Why does the scribe say no sound is reaching it? Which browser should I use for the scribe? Will Keel warn me if the room is too noisy?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The note can only include what the microphone heard. A minute of setup before the first patient saves a visit with missing audio. Keel checks only two things for you: that some sound reaches the microphone, and that your browser isn't degrading the audio. The rest is up to the room. enrol your voice once, so the scribe can tell your voice apart from the patient's. Check the browser open Keel in the browser you'll record in. if Keel shows This browser is degrading the audio — Chrome is recommended., switch to Chrome. Check the microphone make sure the microphone you want is the one your browser uses, and that it isn't muted. Allow Keel to use it when the browser asks. Waiting for the microphone. until you allow it. Set up the room keep the device close to where you and the patient talk. Close the door and turn off loud fans if you can. Keel won't warn you about a noisy room or quiet voices, so set this up before you start. Watch the first seconds after you start recording, say a few words and glance at the screen. captions as you speak. If nothing at all reaches the microphone for 15 seconds, CHECK AUDIO and No sound is reaching us — check your microphone isn’t muted. a muted or wrong microphone is caught while the patient is still in the room. RECORDING and captions following the conversation. CHECK AUDIO · No sound is reaching us… Unmute the microphone, or choose the right one in your browser (step 2) CHECK AUDIO · This browser is degrading the audio… Switch to Chrome (step 1) After you end: No sound reached us for part of this recording. Check the note against what was said, and check which microphone is selected before the next visit Captions follow the conversation Done a quiet room or a silent examination doesn't trigger CHECK AUDIO. It appears only when no sound at all is reaching the microphone. Keel doesn't check how loud or clear the speech is.","sections":[{"id":"purpose","title":"Purpose","text":"the note can only include what the microphone heard. a minute of setup before the first patient saves a visit with missing audio."},{"id":"before-you-start","title":"Before you start","text":"keel checks only two things for you: that some sound reaches the microphone, and that your browser isn't degrading the audio. the rest is up to the room. enrol your voice once, so the scribe can tell your voice apart from the patient's."},{"id":"steps","title":"Steps","text":"check the browser open keel in the browser you'll record in. if keel shows this browser is degrading the audio — chrome is recommended., switch to chrome. check the microphone make sure the microphone you want is the one your browser uses, and that it isn't muted. allow keel to use it when the browser asks. waiting for the microphone. until you allow it. set up the room keep the device close to where you and the patient talk. close the door and turn off loud fans if you can. keel won't warn you about a noisy room or quiet voices, so set this up before you start. watch the first seconds after y"},{"id":"result","title":"Result","text":"recording and captions following the conversation."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"check audio · no sound is reaching us… unmute the microphone, or choose the right one in your browser (step 2) check audio · this browser is degrading the audio… switch to chrome (step 1) after you end: no sound reached us for part of this recording. check the note against what was said, and check which microphone is selected before the next visit captions follow the conversation done"},{"id":"limits","title":"Limits","text":"a quiet room or a silent examination doesn't trigger check audio. it appears only when no sound at all is reaching the microphone. keel doesn't check how loud or clear the speech is."}],"next":{"route":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation"}},{"id":"/keel/scribe/record-consent","title":"Record consent","summary":"Confirm on screen that the patient gave verbal consent before the scribe records the visit.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I record the patient's consent for the scribe? What exactly am I confirming when I tick the consent box? What do I do if the patient doesn't want to be recorded?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Before the scribe records, Keel asks you to confirm that the patient gave verbal consent. This guide shows what you confirm, where, and what Keel keeps. always get the patient's consent before you start. Start from the Scribe screen, which asks you to confirm consent — starting from an appointment begins recording straight away. the patient's consent is verbal, in the room. The tick is your confirmation that you asked and they agreed. on the web, the consent block appears when you start from Scribe in the left menu. Ask the patient tell the patient the visit will be recorded to write the note, and ask if they agree. if they say no, don't start recording. Keel on the web can't record their refusal or start the visit without recording yet. Open the consent block in Scribe, select the patient. CONSENT, marked Not attested, and Start recording greyed out with Confirm consent to start. Tick the confirmation read the sentence, then tick it: I confirm the patient gave verbal consent to record this consultation and to keep notes from it in their medical record. Attested by you, and under the button, that the patient will be recorded from the moment you tap. you are confirming two things: recording this visit, and keeping its notes in the patient's record. the note under the box reads Recorded against your name and this visit. It also says the patient can ask for the recording to be deleted at any time, and the clinical note is kept as their medical record. Start recording select Start recording once. Opening the recording and Don’t tap again., then the recording screen. Keel saves your confirmation with your name, the visit and the time. the recording screen for this patient. this visit now carries your consent confirmation. Start recording is greyed out Tick the confirmation (step 3) COULD NOT START and Your confirmation is kept. Nothing was recorded. Select Try again The tick cleared You selected another patient or visit. Check you have the right one, then tick again. The","sections":[{"id":"purpose","title":"Purpose","text":"before the scribe records, keel asks you to confirm that the patient gave verbal consent. this guide shows what you confirm, where, and what keel keeps."},{"id":"before-you-start","title":"Before you start","text":"always get the patient's consent before you start. start from the scribe screen, which asks you to confirm consent — starting from an appointment begins recording straight away. the patient's consent is verbal, in the room. the tick is your confirmation that you asked and they agreed. on the web, the consent block appears when you start from scribe in the left menu."},{"id":"steps","title":"Steps","text":"ask the patient tell the patient the visit will be recorded to write the note, and ask if they agree. if they say no, don't start recording. keel on the web can't record their refusal or start the visit without recording yet. open the consent block in scribe, select the patient. consent, marked not attested, and start recording greyed out with confirm consent to start. tick the confirmation read the sentence, then tick it: i confirm the patient gave verbal consent to record this consultation and to keep notes from it in their medical record. attested by you, and under the button, that the pati"},{"id":"result","title":"Result","text":"the recording screen for this patient. this visit now carries your consent confirmation."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"start recording is greyed out tick the confirmation (step 3) could not start and your confirmation is kept. nothing was recorded. select try again the tick cleared you selected another patient or visit. check you have the right one, then tick again. the recording screen opens done"},{"id":"limits","title":"Limits","text":"on the web, starting from the appointment page (start consult or start consultation) opens the recording without the consent tick. to confirm consent on screen, start from scribe. the web has no button to record that the patient declined. if they decline, don't start recording. one confirmation covers one visit. a new visit needs a new confirmation."}],"before":{"route":"/keel/scribe/prepare-the-room-and-microphone","title":"Prepare the room and microphone"},"next":{"route":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation"}},{"id":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation","summary":"Open Scribe, choose the patient, confirm consent, record the visit and end it to get a draft note.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I record a consultation with the scribe? Where do I start a scribe recording? What happens after I select End consult?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The scribe listens to the consultation and writes a draft note for you to review. This guide records one visit from start to finish on the web. always get the patient's consent before you start. Start from the Scribe screen, which asks you to confirm consent — starting from an appointment begins recording straight away. You confirm it in step 3. your clinic's Voice scribe switch is in Settings › Clinic. Keep it on while your doctors use Scribe. you can record only your own consultations. enrol your voice first if you want the transcript to tell your voice apart from the patient's. The scribe still works without it. Open Scribe select Scribe in the left menu. Who are you seeing?, a search box, and your patients for today under YOUR DAY. Choose the patient select the patient from YOUR DAY, or search by name, phone or date of birth. the patient's name with Change beside it, and a CONSENT block. if you chose the wrong person, select Change. Confirm consent and start tick the box that begins I confirm the patient gave verbal consent…, then select Start recording. Connecting to the scribe…, then the recording screen. your confirmation is recorded against your name and this visit. Start recording stays unavailable until you tick the box. Allow the microphone if your browser asks to use the microphone, allow it. Waiting for the microphone. until you allow it, then RECORDING. Record the visit hold the consultation as usual. LISTENING and Nothing said yet. Every word from here is captured., then captions as people talk. Your words and the patient's appear on opposite sides. select Pause for anything that shouldn't be recorded, then Resume. End the consult select End consult. Consult ended · processing, with Saving the recording…, Finalising the transcript…, Writing the note… and Checking what needs your review… in turn. this usually takes under a minute. the draft note opens on the same screen, and the bar at the top reads Synthesised. the draft is ready for your review. It i","sections":[{"id":"purpose","title":"Purpose","text":"the scribe listens to the consultation and writes a draft note for you to review. this guide records one visit from start to finish on the web."},{"id":"before-you-start","title":"Before you start","text":"always get the patient's consent before you start. start from the scribe screen, which asks you to confirm consent — starting from an appointment begins recording straight away. you confirm it in step 3. your clinic's voice scribe switch is in settings › clinic. keep it on while your doctors use scribe. you can record only your own consultations. enrol your voice first if you want the transcript to tell your voice apart from the patient's. the scribe still works without it."},{"id":"steps","title":"Steps","text":"open scribe select scribe in the left menu. who are you seeing?, a search box, and your patients for today under your day. choose the patient select the patient from your day, or search by name, phone or date of birth. the patient's name with change beside it, and a consent block. if you chose the wrong person, select change. confirm consent and start tick the box that begins i confirm the patient gave verbal consent…, then select start recording. connecting to the scribe…, then the recording screen. your confirmation is recorded against your name and this visit. start recording stays unavaila"},{"id":"result","title":"Result","text":"the draft note opens on the same screen, and the bar at the top reads synthesised. the draft is ready for your review. it isn't final until you review and sign it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"start recording stays grey tick the consent box (step 3) you can only run the live scribe for your own consultation, after consent. record only your own patients' consultations could not start with nothing was recorded. allow the microphone, then select try again check audio while recording prepare the room and microphone the note doesn't appear what to do when a draft does not appear the draft opens and reads synthesised done. review it next."},{"id":"limits","title":"Limits","text":"these steps are for keel on the web. the draft is written from what was said. you review and sign it before it becomes the record."}],"next":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"}},{"id":"/keel/scribe/stop-recording","title":"Stop recording","summary":"Pause the scribe for a private moment, or end the consult to stop recording and get the draft note.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I stop the scribe recording? Does Pause really stop the recording? What happens if I select End consult by mistake?","headings":"Purpose Steps Result If it doesn't work Limits","text":"There are two ways to stop the scribe. Pause stops it for a while, for example during a private examination. End consult stops it for good and starts the note. Pause for a private moment select Pause. Not recording · paused at followed by the time, and the captions marked HELD. the microphone stops. Nothing is recorded until you resume. Resume recording select Resume. RECORDING again. The transcript shows the gap, for example PAUSED 3M 4S, with Private examination — nothing was recorded in this gap. the record shows that there was a pause and how long it lasted. End the consult select End consult, while recording or paused. Consult ended · processing, then the note being written. the recording stops for good and the draft note is on its way. if a reading you typed isn't saved, Keel asks first. Select Fix it to go back to it. the processing screen, then the draft note. No End consult, only Back The microphone hasn't started yet. Allow it in your browser, or select Back. You selected End consult twice Nothing extra happens. One note is written. The patient asks for the recording to be deleted Withdraw audio consent and check cleanup The processing screen shows Done End consult can't be undone from this screen. To add more, edit the draft note. ending a visit from the Scribe day list (End) is a separate action, and it calls the next patient in.","sections":[{"id":"purpose","title":"Purpose","text":"there are two ways to stop the scribe. pause stops it for a while, for example during a private examination. end consult stops it for good and starts the note."},{"id":"steps","title":"Steps","text":"pause for a private moment select pause. not recording · paused at followed by the time, and the captions marked held. the microphone stops. nothing is recorded until you resume. resume recording select resume. recording again. the transcript shows the gap, for example paused 3m 4s, with private examination — nothing was recorded in this gap. the record shows that there was a pause and how long it lasted. end the consult select end consult, while recording or paused. consult ended · processing, then the note being written. the recording stops for good and the draft note is on its way. if a rea"},{"id":"result","title":"Result","text":"the processing screen, then the draft note."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no end consult, only back the microphone hasn't started yet. allow it in your browser, or select back. you selected end consult twice nothing extra happens. one note is written. the patient asks for the recording to be deleted withdraw audio consent and check cleanup the processing screen shows done"},{"id":"limits","title":"Limits","text":"end consult can't be undone from this screen. to add more, edit the draft note. ending a visit from the scribe day list (end) is a separate action, and it calls the next patient in."}],"before":{"route":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation"},"next":{"route":"/keel/scribe/understand-capture-upload-and-draft-processing","title":"Understand capture, upload and draft processing"}},{"id":"/keel/scribe/understand-capture-upload-and-draft-processing","title":"Understand capture, upload and draft processing","summary":"What happens to a recording from the first word to the draft note, and what each status on screen means.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"What happens to the recording after I end the consult? The captions stopped. Is it still recording? What does Recovered from backup mean?","headings":"Purpose Steps Result If it doesn't work Limits","text":"A recording passes through a few stages before it becomes a draft note. Knowing them tells you what each status means and when it's safe to move on. While you record RECORDING, and captions as people talk. two things happen at once. The captions travel to Keel live, and a backup copy of the audio is kept on this device. If captions stop CAPTIONS STOPPED and Still recording. Nothing is being lost. the live connection dropped, but the device is still recording. Carry on with the visit. at the start you may briefly see CONNECTING CAPTIONS. The recording has already started. When you end select End consult. Securing the recording… while the device finishes saving. if it shows The recording is safe on this device. and The save didn't go through., select Try again. Don't close the page. While the note is written Consult ended · processing, then Saving the recording…, Finalising the transcript…, Writing the note… and Checking what needs your review…. Keel writes the note from what was said, then flags anything that needs your review. this usually takes under a minute. The note will be waiting on the consultation when it's ready. When the draft is ready the draft note on the same screen, with Synthesised at the top. the recording is saved to Keel and the backup copy on this device is cleared. a draft note waiting for your review on the consultation. Recovering from backup…, then Recovered from backup The live captions were incomplete, so the note is rebuilt from the full recording on this device. Check it as usual. The save didn't go through. The recording is still on this device. Select Try again (step 3). The note hasn't come back What to do when a draft does not appear Synthesised Done. Review the draft. if you leave while recording, your browser warns that the recording captured so far will be lost. While the note is being written, it warns that anything you typed will be lost. in a private or incognito window, the backup copy is kept only in memory, so it can't be reco","sections":[{"id":"purpose","title":"Purpose","text":"a recording passes through a few stages before it becomes a draft note. knowing them tells you what each status means and when it's safe to move on."},{"id":"steps","title":"Steps","text":"while you record recording, and captions as people talk. two things happen at once. the captions travel to keel live, and a backup copy of the audio is kept on this device. if captions stop captions stopped and still recording. nothing is being lost. the live connection dropped, but the device is still recording. carry on with the visit. at the start you may briefly see connecting captions. the recording has already started. when you end select end consult. securing the recording… while the device finishes saving. if it shows the recording is safe on this device. and the save didn't go through"},{"id":"result","title":"Result","text":"a draft note waiting for your review on the consultation."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"recovering from backup…, then recovered from backup the live captions were incomplete, so the note is rebuilt from the full recording on this device. check it as usual. the save didn't go through. the recording is still on this device. select try again (step 3). the note hasn't come back what to do when a draft does not appear synthesised done. review the draft."},{"id":"limits","title":"Limits","text":"if you leave while recording, your browser warns that the recording captured so far will be lost. while the note is being written, it warns that anything you typed will be lost. in a private or incognito window, the backup copy is kept only in memory, so it can't be recovered if the tab closes. coming back to a consultation whose note is being written opens the processing screen. it never starts a new recording."}],"before":{"route":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation"},"next":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"}},{"id":"/keel/scribe/withdraw-audio-consent-and-check-cleanup","title":"Withdraw audio consent and check cleanup","summary":"When a patient asks to stop mid-consultation, stop and delete the recording, then check what was deleted.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"The patient wants the recording stopped and deleted. What do I do? What does Outside our reach mean after deleting a recording? Can I delete a recording after the consultation has ended?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"A patient can change their mind while they're being recorded. Keel's stop-and-delete stops the recording and deletes the audio and transcript for that visit, then shows you what happened to each copy. The visit itself carries on. always get the patient's consent before you start. Start from the Scribe screen, which asks you to confirm consent — starting from an appointment begins recording straight away. stop-and-delete is in the Keel mobile app's recording screen, while the consult is still recording. The web recording screen doesn't have it. only the consultation's own doctor or the centre owner can delete a recording. The screen says Only you or the centre owner can delete this recording. deleting can't be undone. Open recording consent on the recording screen, select the patient's name at the top. Recording consent, with Close and She asked to stop. Confirm the patient asked select She asked to stop. that the patient has asked to stop, and Stopping deletes the audio and the transcript for this visit., with Keep recording and Stop and delete. Keep recording closes this without changing anything. Delete the recording select Stop and delete, read the list, then select Delete. THIS CANNOT BE UNDONE and Delete this recording?, listing what will be deleted. If a draft note was already written from this recording, it's listed too. recording stops first, then the copies are deleted. Check what was deleted one line for each copy: AUDIO, TRANSCRIPT, NOTE, ON THIS PHONE, TRANSCRIBER and BACKUPS, then THE VISIT with Still happened. Only the recording is gone. you can see where each copy went, not just that the button was pressed. TRANSCRIBER reads Outside our reach — see the clinic’s data policy, and BACKUPS reads Deletion requested. Keel doesn't claim these two copies are already gone. Write the note by hand select Write the note. nothing is drafted from a deleted recording, so you write this visit's note yourself. the recording marked DELETED, and the note row Not drafted","sections":[{"id":"purpose","title":"Purpose","text":"a patient can change their mind while they're being recorded. keel's stop-and-delete stops the recording and deletes the audio and transcript for that visit, then shows you what happened to each copy. the visit itself carries on."},{"id":"before-you-start","title":"Before you start","text":"always get the patient's consent before you start. start from the scribe screen, which asks you to confirm consent — starting from an appointment begins recording straight away. stop-and-delete is in the keel mobile app's recording screen, while the consult is still recording. the web recording screen doesn't have it. only the consultation's own doctor or the centre owner can delete a recording. the screen says only you or the centre owner can delete this recording. deleting can't be undone."},{"id":"steps","title":"Steps","text":"open recording consent on the recording screen, select the patient's name at the top. recording consent, with close and she asked to stop. confirm the patient asked select she asked to stop. that the patient has asked to stop, and stopping deletes the audio and the transcript for this visit., with keep recording and stop and delete. keep recording closes this without changing anything. delete the recording select stop and delete, read the list, then select delete. this cannot be undone and delete this recording?, listing what will be deleted. if a draft note was already written from this recor"},{"id":"result","title":"Result","text":"the recording marked deleted, and the note row not drafted — there is nothing to draft it from."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"selecting the patient's name does nothing the consult has ended or is saving, so stop-and-delete is no longer offered not finished and retry delete some copies weren't deleted yet. select retry delete. a row reads could not confirm — report this keel couldn't confirm that copy was deleted. report it. a refusal when you select delete only the consultation's doctor or the centre owner can delete it. ask the right person. deleted, and every row is settled done. write the note by hand."},{"id":"limits","title":"Limits","text":"on the web there's no stop-and-delete during recording. once the consult has ended, stop-and-delete is no longer on screen. after a withdrawal, the scribe can't be restarted for that consultation."}],"before":{"route":"/keel/scribe/record-consent","title":"Record consent"}},{"id":"/keel/settings-and-integrations/choose-which-clinicians-provide-a-service","title":"Choose which clinicians provide a service","summary":"Say which doctors perform each service, so your Front Office agents only offer it with them.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How do I stop one doctor from being booked for a service? Why does a new doctor have every service ticked? What does \"No doctor can perform this\" mean on my rate card?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your Front Office agents offer a service only with the doctors who perform it. You can set this from either side: per service (who does this?) or per doctor (what does this doctor do?). Both change the same list. only the clinic Owner can change who performs a service. Everyone else can look but not change it. the list shows team members with the Doctor or Owner role. To add a doctor, invite them first. a new doctor starts with every active service ticked. A new service starts with every doctor ticked. You only need to untick. Per service. Use this when you know which service needs changing. Open the service on Today, select Rate card. With SHOWING on Everyone, select the service, then Edit service. Who performs it with a count such as 2 of 2, and one line per doctor. Tick the doctors keep each doctor who performs this service ticked, and untick anyone who doesn't. next to each doctor, Agents can book this, Performs this or Doesn’t perform this. Performs this means the doctor is ticked, but something else on the rate card still stops agents. Save the service select Save changes. To undo your ticks instead, select Cancel. the row's status line names who performs it, for example · both doctors perform it ›. Per doctor. Use this when a doctor's work changes. Open a doctor's view on the rate card, under SHOWING, select the doctor's name. With more than four doctors, pick them from the list. a PERFORMS column with a tick for each service. on the Everyone list, selecting · <doctor> performs it › on a row opens the same view. Tick their services untick each service this doctor doesn't perform, and tick any they do. each change saves straight away. The row reads Agents can book this with and the doctor's name, or that the doctor doesn't perform it. agents stop offering that service with this doctor. They still offer it with any other doctor who performs it. in a doctor's view, the Front desk agents tab counts what agents can book with that doctor. on the Everyone list, each","sections":[{"id":"purpose","title":"Purpose","text":"your front office agents offer a service only with the doctors who perform it. you can set this from either side: per service (who does this?) or per doctor (what does this doctor do?). both change the same list."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can change who performs a service. everyone else can look but not change it. the list shows team members with the doctor or owner role. to add a doctor, invite them first. a new doctor starts with every active service ticked. a new service starts with every doctor ticked. you only need to untick."},{"id":"steps","title":"Steps","text":"per service. use this when you know which service needs changing. open the service on today, select rate card. with showing on everyone, select the service, then edit service. who performs it with a count such as 2 of 2, and one line per doctor. tick the doctors keep each doctor who performs this service ticked, and untick anyone who doesn't. next to each doctor, agents can book this, performs this or doesn’t perform this. performs this means the doctor is ticked, but something else on the rate card still stops agents. save the service select save changes. to undo your ticks instead, select ca"},{"id":"result","title":"Result","text":"in a doctor's view, the front desk agents tab counts what agents can book with that doctor. on the everyone list, each service names who performs it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no doctor can perform this — agents can't book it select choose who does › and tick at least one doctor (step 2) no doctor performs this — agents can never book it (in a doctor's view) tick it for a doctor who performs it (step 5) the doctor's name, then performs this, but and a reason the fix is on the everyone list. see why an agent cannot offer a service. couldn’t untick this or couldn’t add this select try again can't tell if agents can book this reload the page the doctor isn't under showing check they have the doctor or owner role (change roles and centre access) agents can book this wit"},{"id":"limits","title":"Limits","text":"a tick alone doesn't make a service bookable. it also needs a price, a description and your approval. if you untick everything for a doctor, keel shows now performs nothing. agents can't book that doctor at all. if that doctor's role changes later, their services may be ticked again. check back after a role change. a doctor's view can't change a service's name, price or wording. switch showing to everyone for that. different prices for different doctors are not available."}],"before":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"},"next":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"}},{"id":"/keel/settings-and-integrations/connect-a-supported-calendar","title":"Connect a supported calendar","summary":"Connect a doctor's Google Calendar, so their busy time is kept free in Keel and their bookings appear in Google.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How do I connect a doctor's Google Calendar? Can I connect an Outlook calendar? Can the front desk connect a calendar for a doctor?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"If a doctor keeps appointments in Google Calendar, connect it to Keel. Their busy time is then kept free when agents offer times, and the bookings you make appear in their Google Calendar. Google Calendar is the only calendar you can connect. the Owner and Front Desk can connect any doctor's calendar. A Doctor can connect only their own. have the doctor's Google account sign-in ready. Keel asks for permission to see when they're busy and to add events to their calendar. Find the doctor open Calendar and find the doctor in the Doctors list on the left. + Connect calendar under the doctor's name. Start the connection select + Connect calendar. Opening Google sign-in for followed by the doctor's name, and a Google sign-in pop-up window. Sign in to Google in the pop-up, sign in with the Google account that holds the doctor's calendar, and allow access. Finishing sign-in… under the doctor's name, then a message that the doctor's calendar is connected. Keel has started reading the doctor's busy time. Check busy time select Sync now at the top of the Doctors list. Calendar synced., and the doctor's Google events shown on the calendar as Busy · Google. if new blocks don't show, reload the page. the doctor's row reads Connected, with Reconnect and Disconnect. agents won't offer the doctor's busy Google time, and new bookings for the doctor are added to their Google Calendar. Calendar sync is not enabled yet. We will turn it on shortly. Calendar connection isn't available for your clinic yet You can only connect your own calendar. Ask the Owner or Front Desk to connect it No + Connect calendar under any doctor Finance can't connect calendars. Ask the Owner or Front Desk. Finish the Google sign-in in the popup, then click Reconnect… Finish signing in, then select Reconnect Busy time from the wrong Google account appears Select Reconnect and sign in with the doctor's own account, then check Busy · Google again (step 4). Don't use Disconnect for this: busy time already brought i","sections":[{"id":"purpose","title":"Purpose","text":"if a doctor keeps appointments in google calendar, connect it to keel. their busy time is then kept free when agents offer times, and the bookings you make appear in their google calendar. google calendar is the only calendar you can connect."},{"id":"before-you-start","title":"Before you start","text":"the owner and front desk can connect any doctor's calendar. a doctor can connect only their own. have the doctor's google account sign-in ready. keel asks for permission to see when they're busy and to add events to their calendar."},{"id":"steps","title":"Steps","text":"find the doctor open calendar and find the doctor in the doctors list on the left. + connect calendar under the doctor's name. start the connection select + connect calendar. opening google sign-in for followed by the doctor's name, and a google sign-in pop-up window. sign in to google in the pop-up, sign in with the google account that holds the doctor's calendar, and allow access. finishing sign-in… under the doctor's name, then a message that the doctor's calendar is connected. keel has started reading the doctor's busy time. check busy time select sync now at the top of the doctors list. c"},{"id":"result","title":"Result","text":"the doctor's row reads connected, with reconnect and disconnect. agents won't offer the doctor's busy google time, and new bookings for the doctor are added to their google calendar."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"calendar sync is not enabled yet. we will turn it on shortly. calendar connection isn't available for your clinic yet you can only connect your own calendar. ask the owner or front desk to connect it no + connect calendar under any doctor finance can't connect calendars. ask the owner or front desk. finish the google sign-in in the popup, then click reconnect… finish signing in, then select reconnect busy time from the wrong google account appears select reconnect and sign in with the doctor's own account, then check busy · google again (step 4). don't use disconnect for this: busy time alread"},{"id":"limits","title":"Limits","text":"outlook and other calendars are not available. each connection belongs to one doctor. connect each doctor separately."}],"before":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"},"next":{"route":"/keel/settings-and-integrations/understand-busy-time-import-and-appointment-push","title":"Understand busy-time import and appointment push"}},{"id":"/keel/settings-and-integrations/create-or-edit-a-service","title":"Create or edit a service","summary":"Change a service's name, description, price, category or length, and know which changes need your approval again.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"Will changing a service's price stop my agents offering it? Why is my service back to \"Needs your review\" after I edited it? Why can't I see the Edit service button?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Use this when a service on your rate card needs a new price, name, description, category or length. Some changes send the service back for your approval before agents offer it again. This guide shows which ones. to add a new service, follow Make a service bookable. It covers adding the service and approving it. only the clinic Owner can change services. Everyone else sees the rate card marked VIEW ONLY. services are edited for the whole clinic, so keep SHOWING on Everyone. Open the service on Today, select Rate card, then select the service. the service's Name, Description, Category, How long, Price and Who performs it, and an Edit service button. Open the edit form select Edit service. the same fields, ready to change, with a note above Save changes saying which changes need approval again. Change the details change what you need: Service name, Description, Consultation or Procedure, How long or Price. a new price, category or length takes effect without a new approval. A new name or description doesn't. a price of ₹0 shows ₹0 — this service will book as free, and the rate card lists it as Free. How long takes whole minutes from 1 to 1440. Leave it empty to use the clinic default. Save your changes select Save changes. Service updated. if you changed the name or description, the row shows Writing what the AI understood… and then Needs your review. agents stop offering the service until you approve the new wording. See Review and approve the agent's service description. the rate card shows the new details, and the row's status line says whether agents can offer it. No Edit service button, and \"A service belongs to the whole clinic…\" Switch SHOWING to Everyone No Edit service button, and \"Prices and services are set by the clinic owner.\" Ask the clinic Owner to make the change Save changes can't be selected Fill in Service name, enter a valid Price, and use whole minutes in How long Could not save the service. Try again. Try again. Your changes weren't saved. Same na","sections":[{"id":"purpose","title":"Purpose","text":"use this when a service on your rate card needs a new price, name, description, category or length. some changes send the service back for your approval before agents offer it again. this guide shows which ones."},{"id":"before-you-start","title":"Before you start","text":"to add a new service, follow make a service bookable. it covers adding the service and approving it. only the clinic owner can change services. everyone else sees the rate card marked view only. services are edited for the whole clinic, so keep showing on everyone."},{"id":"steps","title":"Steps","text":"open the service on today, select rate card, then select the service. the service's name, description, category, how long, price and who performs it, and an edit service button. open the edit form select edit service. the same fields, ready to change, with a note above save changes saying which changes need approval again. change the details change what you need: service name, description, consultation or procedure, how long or price. a new price, category or length takes effect without a new approval. a new name or description doesn't. a price of ₹0 shows ₹0 — this service will book as free, "},{"id":"result","title":"Result","text":"the rate card shows the new details, and the row's status line says whether agents can offer it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no edit service button, and \"a service belongs to the whole clinic…\" switch showing to everyone no edit service button, and \"prices and services are set by the clinic owner.\" ask the clinic owner to make the change save changes can't be selected fill in service name, enter a valid price, and use whole minutes in how long could not save the service. try again. try again. your changes weren't saved. same name as another service give one of them a different name (step 3) service updated. done. check the row's status line."},{"id":"limits","title":"Limits","text":"a service can't be deleted. switch it off instead (retire a service). a description can be up to 2000 characters. each clinic has one rate card. different prices for different doctors are not available. who performs it appears only when your clinic has more than one doctor."}],"before":{"route":"/keel/settings-and-integrations/make-a-service-bookable","title":"Make a service bookable"},"next":{"route":"/keel/settings-and-integrations/review-and-approve-the-agents-service-description","title":"Review and approve the agent's service description"}},{"id":"/keel/settings-and-integrations","title":"Settings and integrations","summary":"Set your clinic hours, doctors' hours and services, connect calendars, and set up your own profile.","product":"keel","kind":"landing","path":"Help Center › Keel","questions":"","headings":"","text":"","sections":[]},{"id":"/keel/settings-and-integrations/maintain-the-rate-card","title":"Maintain the rate card","summary":"Keep your rate card current, find services your agents can't offer yet, and clear what's waiting for you.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How do I see which services my agents can't offer yet? What does the Front desk agents tab on my rate card show? What does \"still waiting for the AI to read them back\" mean?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your rate card is your clinic's list of services and prices. Use this guide to check it regularly: fix what Keel flags, keep prices current and confirm which services show Agents can offer this. only the clinic Owner can change the rate card. Everyone else sees it marked VIEW ONLY. keep SHOWING on Everyone for clinic-wide upkeep. A doctor's name shows that doctor's view. Open the rate card on Today, select Rate card. your services, an ACTIVE column, and the tabs All, Needs your review, Front desk agents and Off, each with a count. Check what needs you select Needs your review. If something is broken, this tab reads Needs your attention. each service with one status line, such as Needs your review or No price set — agents can't quote it. each line names the first thing stopping agents. Fix it, then check the line again. every status and its fix is listed in Why an agent cannot offer a service. Clear waiting read-backs if you see more services are still waiting for the AI to read them back, select Check the next few. the next few services show Writing what the AI understood…, then Needs your review. Keel also starts this check each time you open the rate card. if you see Still writing. This can take a few minutes if the AI service was busy., wait, then select Try again. Update prices select a service, select Edit service, change Price, then select Save changes. a price change doesn't need a new approval. New bookings made at the desk use the new price. the rate card shows Free for ₹0 and — for a service with no price. Confirm what agents offer select Front desk agents. each service your agents can offer, marked Agents can offer this and who performs it, for example · both doctors perform it ›. this list comes from Keel's full check of each service, not just from the services that look complete. Needs your review shows 0, and every service you offer is under Front desk agents. services you no longer offer are under Off. Couldn’t load your rate card Select Try again. No","sections":[{"id":"purpose","title":"Purpose","text":"your rate card is your clinic's list of services and prices. use this guide to check it regularly: fix what keel flags, keep prices current and confirm which services show agents can offer this."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can change the rate card. everyone else sees it marked view only. keep showing on everyone for clinic-wide upkeep. a doctor's name shows that doctor's view."},{"id":"steps","title":"Steps","text":"open the rate card on today, select rate card. your services, an active column, and the tabs all, needs your review, front desk agents and off, each with a count. check what needs you select needs your review. if something is broken, this tab reads needs your attention. each service with one status line, such as needs your review or no price set — agents can't quote it. each line names the first thing stopping agents. fix it, then check the line again. every status and its fix is listed in why an agent cannot offer a service. clear waiting read-backs if you see more services are still waiting "},{"id":"result","title":"Result","text":"needs your review shows 0, and every service you offer is under front desk agents. services you no longer offer are under off."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"couldn’t load your rate card select try again. nothing on your rate card has been changed. nothing in this view. the tab you chose is empty. select all. a service you stopped offering is still under front desk agents switch it off (retire a service) a service shows the wrong doctors change who performs it (choose which clinicians provide a service) needs your review shows 0 done"},{"id":"limits","title":"Limits","text":"agents are offered at most 200 services. a history of past prices is not available on the rate card. each clinic has one rate card. different prices for different doctors are not available."}],"before":{"route":"/keel/settings-and-integrations/make-a-service-bookable","title":"Make a service bookable"},"next":{"route":"/keel/settings-and-integrations/review-and-approve-the-agents-service-description","title":"Review and approve the agent's service description"}},{"id":"/keel/settings-and-integrations/make-a-service-bookable","title":"Make a service bookable","summary":"Add a service to your rate card and approve it, so your Front Office agents can offer and book it.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"Why can't my agent book this service? What does \"Needs your review\" mean on my rate card? How do I stop one doctor from being booked for a service?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your Front Office agents can offer a service only when it is on your rate card, has a price and a description, has its AI read-back approved, and at least one doctor performs it. This guide takes one service through all of that. only the clinic Owner can add or change services. Everyone else sees the rate card marked VIEW ONLY. at least one doctor must be on your team, because a service needs someone who performs it. have a short, plain description ready: what the service covers, and what it is not. Open the rate card on Today, select Rate card, then + Add service. a new service form with Service name, Description, Category, How long and Price. Describe the service fill in Service name, Description and Price. Choose Consultation or Procedure, and add How long if you use it. agents match what a patient asks for by reading your description, so say what it covers and what it doesn't. if you leave How long empty, the clinic default is used. Choose who performs it under Who performs it, keep each doctor who performs this service ticked, and untick anyone who doesn't. agents offer this service only with the doctors you tick. a new service starts with every doctor ticked. Save service stays unavailable until the required fields are filled. Save the service select Save service. Writing what the AI understood… on the new row. Keel is writing down, in plain words, what it thinks this service is, so you can check it before any agent uses it. Approve what the AI understood select the service, then See what the AI understood ›. Read COVERS, PATIENTS SAY and NOT. If it's right, select Approve. If not, select Fix wording, correct it, then Save & approve. the row marked Agents can offer this, followed by who performs it, for example · both doctors perform it ›. your Front Office agents can now offer and book this service with the doctors you ticked. you can't approve until there is at least one phrase under PATIENTS SAY. the service shows Agents can offer this and is listed under t","sections":[{"id":"purpose","title":"Purpose","text":"your front office agents can offer a service only when it is on your rate card, has a price and a description, has its ai read-back approved, and at least one doctor performs it. this guide takes one service through all of that."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can add or change services. everyone else sees the rate card marked view only. at least one doctor must be on your team, because a service needs someone who performs it. have a short, plain description ready: what the service covers, and what it is not."},{"id":"steps","title":"Steps","text":"open the rate card on today, select rate card, then + add service. a new service form with service name, description, category, how long and price. describe the service fill in service name, description and price. choose consultation or procedure, and add how long if you use it. agents match what a patient asks for by reading your description, so say what it covers and what it doesn't. if you leave how long empty, the clinic default is used. choose who performs it under who performs it, keep each doctor who performs this service ticked, and untick anyone who doesn't. agents offer this service "},{"id":"result","title":"Result","text":"the service shows agents can offer this and is listed under the front desk agents tab. switching showing from everyone to one doctor shows agents can book this with followed by that doctor's name. this is what the agents themselves can see. it is not just a check that the form looks complete."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"check the service's status line. keel shows only the first problem, so fix it and check again. off — nobody can book it turn the service on in the active column no price set — agents can't quote it add a price (step 2) no description — agents can't match it add a description (step 2) couldn't write the read-back — try again select try again needs your review approve what the ai understood (step 5) same name as another service rename one of them (step 2) no doctor can perform this — agents can't book it tick at least one doctor (step 3) the approved wording can't be read — approve it again appr"},{"id":"limits","title":"Limits","text":"changing a service's name or description sends it back to needs your review. changing its price, category, length or on/off doesn't. agents are offered at most 200 services. each clinic has one rate card. different prices for different doctors are not available. the same approval applies to every agent channel. there is no separate setting per channel."}],"before":{"route":"/keel/organisation-team-and-access/invite-a-teammate","title":"Invite a teammate"},"next":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"}},{"id":"/keel/settings-and-integrations/retire-a-service","title":"Retire a service","summary":"Switch off a service you no longer offer so nobody can book it, and switch it back on later if you need to.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How do I stop a service being booked without deleting it? Can I delete a service from my rate card? Why can't I switch a service back on?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When you stop offering a service, switch it off. Agents stop offering it, and your team sees it as retired. The service stays on your rate card, so you can switch it back on later. only the clinic Owner can switch a service off or on. a service can't be deleted. Switching it off is how you retire it. Open the rate card on Today, select Rate card. Keep SHOWING on Everyone. an ACTIVE switch on each service. Switch it off switch off the service's ACTIVE switch. the row dims and reads Off — nobody can book it. It moves to the Off tab. your Front Office agents stop offering it. Your team sees Retired — can't be booked. Switch it back on to offer it again, switch its ACTIVE switch back on. the row's usual status returns, for example Agents can offer this. switching off and on doesn't undo your approval. You don't need to review it again. a service without a price can't be switched on. Add a price first. the service is under the Off tab and no longer under Front desk agents. No ACTIVE switch Switch SHOWING to Everyone. If the rate card says VIEW ONLY, ask the clinic Owner. Set a price first — agents can’t offer a service they can’t quote. Add a price (Create or edit a service), then switch it on Couldn’t confirm whether the service was switched off Check the row. Its status shows whether the change was saved. Could not update. Try again. Try again Off — nobody can book it Done a switched-off service still appears in each doctor's view, marked Off — nobody can book it. if two services share a name, switching one off clears the Same name as warning on the other. switched-off services don't count toward the 200 services agents can be offered.","sections":[{"id":"purpose","title":"Purpose","text":"when you stop offering a service, switch it off. agents stop offering it, and your team sees it as retired. the service stays on your rate card, so you can switch it back on later."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can switch a service off or on. a service can't be deleted. switching it off is how you retire it."},{"id":"steps","title":"Steps","text":"open the rate card on today, select rate card. keep showing on everyone. an active switch on each service. switch it off switch off the service's active switch. the row dims and reads off — nobody can book it. it moves to the off tab. your front office agents stop offering it. your team sees retired — can't be booked. switch it back on to offer it again, switch its active switch back on. the row's usual status returns, for example agents can offer this. switching off and on doesn't undo your approval. you don't need to review it again. a service without a price can't be switched on. add a pric"},{"id":"result","title":"Result","text":"the service is under the off tab and no longer under front desk agents."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no active switch switch showing to everyone. if the rate card says view only, ask the clinic owner. set a price first — agents can’t offer a service they can’t quote. add a price (create or edit a service), then switch it on couldn’t confirm whether the service was switched off check the row. its status shows whether the change was saved. could not update. try again. try again off — nobody can book it done"},{"id":"limits","title":"Limits","text":"a switched-off service still appears in each doctor's view, marked off — nobody can book it. if two services share a name, switching one off clears the same name as warning on the other. switched-off services don't count toward the 200 services agents can be offered."}],"before":{"route":"/keel/settings-and-integrations/maintain-the-rate-card","title":"Maintain the rate card"}},{"id":"/keel/settings-and-integrations/review-and-approve-the-agents-service-description","title":"Review and approve the agent's service description","summary":"Check what the AI understood about a service, fix its wording if needed, and approve it so agents can offer it.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"What does \"Needs your review\" mean on my rate card? How do I add the words my patients use for a service? Why can't I select Approve?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"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. 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. Find services to review on Today, select Rate card, then the Needs your review tab. each service waiting for you, marked Needs your review. Open what the AI understood select a service, then See what the AI understood ›. You can also select its status line. WHAT THE AI UNDERSTOOD, with three parts: COVERS, PATIENTS SAY and NOT. Read the three parts check each part against what you actually offer. COVERS 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. Approve it if all three parts are right, select Approve. Approved — agents can offer this., and an Approved label on the service. agents 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. Fix the wording if 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. Your 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. the service's status line reads Agents can offer this, or names the next thing to fix. the summary under WHAT THE AI UNDERSTOOD shows how many things patients say and the date you approved it. Writing what the AI understood… Wait a few minutes, then check again The AI hasn’t read this one back yet. Wait. It runs shor","sections":[{"id":"purpose","title":"Purpose","text":"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."},{"id":"before-you-start","title":"Before you start","text":"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."},{"id":"steps","title":"Steps","text":"find services to review on today, select rate card, then the needs your review tab. each service waiting for you, marked needs your review. open what the ai understood select a service, then see what the ai understood ›. you can also select its status line. what the ai understood, with three parts: covers, patients say and not. read the three parts check each part against what you actually offer. covers 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 "},{"id":"result","title":"Result","text":"the service's status line reads agents can offer this, or names the next thing to fix. the summary under what the ai understood shows how many things patients say and the date you approved it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"writing what the ai understood… wait a few minutes, then check again the ai hasn’t read this one back yet. wait. it runs shortly after a service is added or its wording changes. couldn’t write the read-back after a number of tries select try again this was written without model credentials select try again to get a real read-back the saved read-back couldn’t be read. select try again to write a fresh one approve can't be selected select fix wording and add at least one patient phrase (step 5) this changed while you were reading it — reloading. a new read-back arrived. read it again, then appro"},{"id":"limits","title":"Limits","text":"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."}],"before":{"route":"/keel/settings-and-integrations/make-a-service-bookable","title":"Make a service bookable"},"next":{"route":"/keel/settings-and-integrations/choose-which-clinicians-provide-a-service","title":"Choose which clinicians provide a service"}},{"id":"/keel/settings-and-integrations/set-clinic-hours","title":"Set clinic hours","summary":"Set your clinic's weekly opening hours and holidays, which agents tell patients and which limit every doctor's bookable time.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How do I set my clinic's opening hours? How do I add a lunch break to our opening hours? How do I close the clinic for a public holiday?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Your opening hours are what the phone and WhatsApp agents tell patients when they ask when you're open. They also set the outer limit for every doctor: agents never offer a time when the clinic is closed. This guide sets your weekly hours and adds a clinic holiday. only the clinic Owner can change opening hours and clinic holidays. opening hours don't make any doctor bookable on their own. Each doctor also needs their own weekly hours. until you save opening hours, agents can't book appointments. They take a message instead. Open clinic settings open Settings, then Clinic. the Opening hours section, with one row for each day from Monday to Sunday. Set each day's sessions tick Open for each day you're open, then set the session's start and end times. For a break, select + session and set a second session. a day you tick starts with one session, 09:00 to 13:00. A day you untick shows Closed. any time outside these sessions counts as closed, for patients and for every doctor. a day can have up to four sessions. Save the hours select Save changes. Saved. Save changes stays unavailable until you change something. It also saves the other clinic details on the page. Add a clinic holiday open Settings, then Hours & availability. Under EDITING, choose Clinic (all doctors) and select + Out of office. Pick the dates, add a note if you want one, then select Add. the holiday listed under Clinic holidays & closures, tagged OFF. no doctor can be offered a time on those dates. to close only part of a day, use + Block time and set the times instead. on Calendar, with all doctors shown, the shading follows your opening hours. if a doctor's own hours run past your closing time, agents offer that doctor only the part inside your opening hours. Clinic shows Owner only in Settings Only the Owner can change clinic hours. Ask the Owner. Closing time must be after opening time Fix that session's times (step 2) Sessions on the same day must not overlap Move or remove one of the sessions (ste","sections":[{"id":"purpose","title":"Purpose","text":"your opening hours are what the phone and whatsapp agents tell patients when they ask when you're open. they also set the outer limit for every doctor: agents never offer a time when the clinic is closed. this guide sets your weekly hours and adds a clinic holiday."},{"id":"before-you-start","title":"Before you start","text":"only the clinic owner can change opening hours and clinic holidays. opening hours don't make any doctor bookable on their own. each doctor also needs their own weekly hours. until you save opening hours, agents can't book appointments. they take a message instead."},{"id":"steps","title":"Steps","text":"open clinic settings open settings, then clinic. the opening hours section, with one row for each day from monday to sunday. set each day's sessions tick open for each day you're open, then set the session's start and end times. for a break, select + session and set a second session. a day you tick starts with one session, 09:00 to 13:00. a day you untick shows closed. any time outside these sessions counts as closed, for patients and for every doctor. a day can have up to four sessions. save the hours select save changes. saved. save changes stays unavailable until you change something. it al"},{"id":"result","title":"Result","text":"on calendar, with all doctors shown, the shading follows your opening hours. if a doctor's own hours run past your closing time, agents offer that doctor only the part inside your opening hours."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"clinic shows owner only in settings only the owner can change clinic hours. ask the owner. closing time must be after opening time fix that session's times (step 2) sessions on the same day must not overlap move or remove one of the sessions (step 2) at most four sessions per day merge some sessions (step 2) clinic name is required fill in the clinic name on the same page, then save again unsaved changes is still showing select save changes (step 3) saved. done. if a doctor still has no free times, check their own hours (next guide)."},{"id":"limits","title":"Limits","text":"a session can't run past midnight. + extra hours for clinic (all doctors) doesn't give any doctor extra bookable time. add extra hours to the doctor instead. a holiday saves as soon as you select add. there's no separate save."}],"before":{"route":"/keel/getting-started/set-clinic-details","title":"Set clinic details"},"next":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"}},{"id":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability","summary":"Set each doctor's weekly hours and time off, so agents and the desk can book them only when they're in.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How do I set a doctor's working hours? How do I mark a doctor as on leave? What does \"has no schedule set up\" mean?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"The phone and WhatsApp agents offer a doctor only the times inside that doctor's own weekly hours. A doctor with no hours set can't be booked by an agent at all. This guide sets one doctor's weekly hours and adds time off. the Owner and Front Desk can set any doctor's hours. A Doctor can set only their own. set your clinic's opening hours first. A doctor's hours only count inside them. Open Hours & availability open Settings, then Hours & availability. From Calendar, you can also select Hours. Hours & availability, with a Weekly hours card and a time off section. Choose the doctor under EDITING, select the doctor. that doctor's weekly hours and upcoming time off. a Doctor doesn't see EDITING. The page opens on their own hours. Set weekly sessions switch on each day the doctor works and set the start and end times. For a morning and evening split, select + window and set the second session. Select × to remove a session. a day you switch on starts at 09:00 to 13:00. A day that's off shows Closed. agents offer this doctor only times inside these sessions. Save the hours select Save hours. Hours saved. weekly changes aren't kept until you select Save hours. Add time off or one-offs select + Out of office for whole days away, + Block time for part of a day, or + Extra hours for an extra session on one date. Set the date and times, add a note if you want one, then select Add. the entry listed under Time off & one-offs, tagged OFF, BLOCK or EXTRA. OFF and BLOCK take that time away from the doctor's week. EXTRA adds time on that date only. entries save as soon as you select Add. Select × on an entry to remove it. on Calendar, show only this doctor. Their hours are unshaded, time off is hatched, and the hint reads Shading: followed by the doctor's name. agents can now offer this doctor times inside these hours, minus time off and existing bookings. Hours & availability isn't available to you Finance can't edit hours. Ask the Owner or Front Desk. You can only edit your own ho","sections":[{"id":"purpose","title":"Purpose","text":"the phone and whatsapp agents offer a doctor only the times inside that doctor's own weekly hours. a doctor with no hours set can't be booked by an agent at all. this guide sets one doctor's weekly hours and adds time off."},{"id":"before-you-start","title":"Before you start","text":"the owner and front desk can set any doctor's hours. a doctor can set only their own. set your clinic's opening hours first. a doctor's hours only count inside them."},{"id":"steps","title":"Steps","text":"open hours & availability open settings, then hours & availability. from calendar, you can also select hours. hours & availability, with a weekly hours card and a time off section. choose the doctor under editing, select the doctor. that doctor's weekly hours and upcoming time off. a doctor doesn't see editing. the page opens on their own hours. set weekly sessions switch on each day the doctor works and set the start and end times. for a morning and evening split, select + window and set the second session. select × to remove a session. a day you switch on starts at 09:00 to 13:00. a day that"},{"id":"result","title":"Result","text":"on calendar, show only this doctor. their hours are unshaded, time off is hatched, and the hint reads shading: followed by the doctor's name. agents can now offer this doctor times inside these hours, minus time off and existing bookings."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"hours & availability isn't available to you finance can't edit hours. ask the owner or front desk. you can only edit your own hours. a doctor can change only their own hours. ask the owner or front desk. sessions on the same day overlap. adjust the times. change or remove one session (step 3) end must be after start. fix that session's times (step 3) pick a start and end time. add both times to the block or extra hours (step 5) when booking: no schedule yet, the doctor \"has no schedule set up\" set and save their weekly hours (step 3) hours saved. done. if a time still isn't offered, see why a "},{"id":"limits","title":"Limits","text":"a doctor's hours outside your clinic's opening hours are never offered. one out-of-office entry covers at most 60 days. add a second entry for a longer absence. the list shows only time off from today onward. the same weekly hours repeat every week. use one-offs for anything that changes."}],"before":{"route":"/keel/settings-and-integrations/set-clinic-hours","title":"Set clinic hours"},"next":{"route":"/keel/settings-and-integrations/understand-available-slots","title":"Understand available slots"}},{"id":"/keel/settings-and-integrations/understand-available-slots","title":"Understand available slots","summary":"See how Keel works out which times the agents can offer for a doctor, and check each part on screen.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"How does the agent decide which times to offer? Why does the agent offer start times like 10:15? Does offering a time reserve it for the patient?","headings":"Purpose Before you start Steps Result Limits","text":"When a patient asks the phone or WhatsApp agent for a time, the agent offers only times Keel has worked out as free. It never makes one up. This guide shows each part of that rule and where you can check it. a time is free only when it's inside the doctor's weekly hours, inside your opening hours, not taken by time off or another booking, and long enough for the whole visit. a doctor with no weekly hours has no free times. The agent says it can't see their calendar and takes a message. Check the doctor's weekly hours open Settings, then Hours & availability, and select the doctor under EDITING. the doctor's sessions for each day under Weekly hours. the agent starts from these sessions, trimmed to your clinic's opening hours. Check time off and one-offs on the same page, look under Time off & one-offs. entries tagged OFF, BLOCK or EXTRA. OFF and BLOCK remove time. EXTRA adds time on that date. A clinic holiday removes the time for every doctor. Check the day on the calendar open Calendar and go to the day. In the Doctors list, hide every other doctor so only this one is shown. the doctor's appointments, hours shaded as Closed (out of hours), and any busy time from a connected Google Calendar marked Busy · Google. booked appointments and calendar busy time are taken away too. Cancelled and no-show appointments free their time again. Check the visit length open Settings, then Clinic, and find How long is a typical visit?. the length that's chosen, or Using Airgent’s default: 30 min. the agent offers a start time only if this whole length fits before the next booking or closed time. start times are offered every 15 minutes, so a free 10:00 to 11:00 can show 10:15. the times left after these checks are the ones the agent can offer. On WhatsApp the patient gets a list. On a call, the agent sums them up and asks what suits. offering a time doesn't hold it. The time is secured only when the booking is made, and two patients can never be booked into the same time. only futur","sections":[{"id":"purpose","title":"Purpose","text":"when a patient asks the phone or whatsapp agent for a time, the agent offers only times keel has worked out as free. it never makes one up. this guide shows each part of that rule and where you can check it."},{"id":"before-you-start","title":"Before you start","text":"a time is free only when it's inside the doctor's weekly hours, inside your opening hours, not taken by time off or another booking, and long enough for the whole visit. a doctor with no weekly hours has no free times. the agent says it can't see their calendar and takes a message."},{"id":"steps","title":"Steps","text":"check the doctor's weekly hours open settings, then hours & availability, and select the doctor under editing. the doctor's sessions for each day under weekly hours. the agent starts from these sessions, trimmed to your clinic's opening hours. check time off and one-offs on the same page, look under time off & one-offs. entries tagged off, block or extra. off and block remove time. extra adds time on that date. a clinic holiday removes the time for every doctor. check the day on the calendar open calendar and go to the day. in the doctors list, hide every other doctor so only this one is shown"},{"id":"result","title":"Result","text":"the times left after these checks are the ones the agent can offer. on whatsapp the patient gets a list. on a call, the agent sums them up and asks what suits. offering a time doesn't hold it. the time is secured only when the booking is made, and two patients can never be booked into the same time."},{"id":"limits","title":"Limits","text":"only future times are offered. when a patient asks for the earliest time, the agent looks up to 14 days ahead. if a doctor works at more than one of your centres, a time they're booked at another centre isn't offered. the calendar shows the inputs, not the agent's final list. a shaded-open time can still be too short for a visit. the desk can book outside a doctor's hours with book anyway after a warning, and the override is recorded. agents never can. nobody can double-book a doctor."}],"before":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"},"next":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"}},{"id":"/keel/settings-and-integrations/understand-busy-time-import-and-appointment-push","title":"Understand busy-time import and appointment push","summary":"See what Keel reads from a doctor's Google Calendar, what it adds to it, and when each happens.","product":"keel","kind":"guide","path":"Help Center › Keel › Settings and integrations","questions":"Does Keel sync with Google Calendar both ways? Do patient names appear in the doctor's Google Calendar? How often does Keel read a doctor's Google Calendar?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Once a doctor's Google Calendar is connected, two separate things happen. Keel reads the doctor's busy time from Google, so agents don't offer it. Keel also adds the doctor's Keel bookings to Google, so the doctor sees their day there. This guide shows each one. this applies only to doctors whose Google Calendar is connected. there's no setting to turn either direction on or off. Both run once the calendar is connected. See imported busy time open Calendar and go to a day when the doctor has events in Google. each busy event shown as Busy · Google. Point at one to see Synced from Google Calendar. agents won't offer these times. Keel takes only the time, not the event's title. events marked as free in Google are ignored. All-day events block the whole day. Refresh busy time now select Sync now at the top of the Doctors list, then reload the page. Calendar synced., and any new busy time on the calendar. Keel also reads the calendar when it's first connected, and again once a day. Check a booking in Google after a booking is made for the doctor, open their Google Calendar. an event called Appointment · Airgent, sometimes with the visit type, for example Appointment · Airgent · Consultation. Its description reads Booked in Airgent — details in the app. the doctor sees their day in Google, but no patient name, reason or notes leave Keel. moving the appointment in Keel moves the event. Cancelling it, or marking a no-show, removes it. busy time flows into Keel, and bookings flow out to Google. Each direction stands alone. Keel's own bookings that show up in Google aren't counted again as busy time. Calendar needs reconnect under the doctor Select Reconnect (fix a calendar connection problem) Calendar sync failed — reconnect the calendar. Select Reconnect under the doctor Nothing to sync yet. No calendar is connected yet (connect a supported calendar) A Google event is missing in Keel Check it's marked busy, is on the doctor's main calendar and is within the next 60 days, t","sections":[{"id":"purpose","title":"Purpose","text":"once a doctor's google calendar is connected, two separate things happen. keel reads the doctor's busy time from google, so agents don't offer it. keel also adds the doctor's keel bookings to google, so the doctor sees their day there. this guide shows each one."},{"id":"before-you-start","title":"Before you start","text":"this applies only to doctors whose google calendar is connected. there's no setting to turn either direction on or off. both run once the calendar is connected."},{"id":"steps","title":"Steps","text":"see imported busy time open calendar and go to a day when the doctor has events in google. each busy event shown as busy · google. point at one to see synced from google calendar. agents won't offer these times. keel takes only the time, not the event's title. events marked as free in google are ignored. all-day events block the whole day. refresh busy time now select sync now at the top of the doctors list, then reload the page. calendar synced., and any new busy time on the calendar. keel also reads the calendar when it's first connected, and again once a day. check a booking in google after"},{"id":"result","title":"Result","text":"busy time flows into keel, and bookings flow out to google. each direction stands alone. keel's own bookings that show up in google aren't counted again as busy time."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"calendar needs reconnect under the doctor select reconnect (fix a calendar connection problem) calendar sync failed — reconnect the calendar. select reconnect under the doctor nothing to sync yet. no calendar is connected yet (connect a supported calendar) a google event is missing in keel check it's marked busy, is on the doctor's main calendar and is within the next 60 days, then sync now calendar synced. done"},{"id":"limits","title":"Limits","text":"keel reads only the doctor's main google calendar, and only the next 60 days. change appointments in keel, not in google. moving or deleting the google event doesn't change the appointment. a booking still goes through if adding it to google fails. keel tries again later. if a sync fails, keel keeps the busy time it last read."}],"before":{"route":"/keel/settings-and-integrations/connect-a-supported-calendar","title":"Connect a supported calendar"},"next":{"route":"/keel/settings-and-integrations/understand-available-slots","title":"Understand available slots"}},{"id":"/keel/today/check-in-a-patient","title":"Check in a patient","summary":"Mark a booked patient as arrived, so they join the doctor's waiting line and get a token.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I check in a patient who has arrived? Why is there no Check in button? Why does it say \"Couldn't put this visit in a queue\"?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When a booked patient arrives, check them in. They join the doctor's waiting line with a token, and the doctor sees them under Waiting. check-in is used when Reception desk is on in Settings › Clinic. When it's off, there's no check-in step: the doctor starts the consult in one tap. the Front Desk, the Doctor and the Owner can check patients in. Finance can't. the patient needs a booking. For someone who walked in, use + Walk-in first. Find the patient select Appointments. Today's clinic, with a column for each doctor showing how many are waiting and in. Each card shows the patient, the reason for the visit and a status such as Scheduled or Confirmed. Check them in on the patient's card, select Check in. Patient checked in. and the card's status changes to Waiting. the patient is now in the doctor's line. you can also open the appointment and select Check in there. Check their token open the appointment. Token followed by the patient's number, for example #4. before check-in the same place reads None minted. on Today, the patient moves into the Waiting group of the doctor's queue. No Check in; the card offers Start consult → instead Reception desk is off, so there's no check-in step (see also) No button on a Scheduled card Your role can't check patients in. Ask the Owner (if something's wrong). Couldn't put this visit in a queue. Check it has a doctor and that they're sitting today, then try again. Check the booking names a doctor who has hours today, then try again This visit has no doctor, and this centre runs more than one line. Re-book it with a doctor to check in. Re-book with a doctor, then check in That slot was given away after they left. Re-book them to check in. Book the patient again, then check in On the appointment, a greyed Open today's sitting Check the patient in from Appointments (step 2), or ask the doctor to press I'm here on Today Could not check in. Try again. Try again Patient checked in. and Waiting Done with Reception desk off, no token is is","sections":[{"id":"purpose","title":"Purpose","text":"when a booked patient arrives, check them in. they join the doctor's waiting line with a token, and the doctor sees them under waiting."},{"id":"before-you-start","title":"Before you start","text":"check-in is used when reception desk is on in settings › clinic. when it's off, there's no check-in step: the doctor starts the consult in one tap. the front desk, the doctor and the owner can check patients in. finance can't. the patient needs a booking. for someone who walked in, use + walk-in first."},{"id":"steps","title":"Steps","text":"find the patient select appointments. today's clinic, with a column for each doctor showing how many are waiting and in. each card shows the patient, the reason for the visit and a status such as scheduled or confirmed. check them in on the patient's card, select check in. patient checked in. and the card's status changes to waiting. the patient is now in the doctor's line. you can also open the appointment and select check in there. check their token open the appointment. token followed by the patient's number, for example #4. before check-in the same place reads none minted."},{"id":"result","title":"Result","text":"on today, the patient moves into the waiting group of the doctor's queue."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no check in; the card offers start consult → instead reception desk is off, so there's no check-in step (see also) no button on a scheduled card your role can't check patients in. ask the owner (if something's wrong). couldn't put this visit in a queue. check it has a doctor and that they're sitting today, then try again. check the booking names a doctor who has hours today, then try again this visit has no doctor, and this centre runs more than one line. re-book it with a doctor to check in. re-book with a doctor, then check in that slot was given away after they left. re-book them to check i"},{"id":"limits","title":"Limits","text":"with reception desk off, no token is issued and waiting time isn't tracked. patients checking themselves in over whatsapp is not available yet. see check in through supported messaging."}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"},"next":{"route":"/keel/today/work-through-the-waiting-room","title":"Work through the waiting room"}},{"id":"/keel/today/end-a-sitting","title":"End a sitting","summary":"End your sitting when you leave, so the desk stops sending patients in, and decide what happens to anyone still waiting.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I end my sitting for the day? What happens to patients still waiting when I end my sitting? Why can't I end my sitting while a patient is with me?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"When you leave the clinic, end your sitting. The desk then stops sending patients in. Keel checks your room first and tells you who would be left waiting. only the doctor can end their own sitting. finish the consultation you're in first. Keel won't end a sitting while a patient is with you. ending a sitting doesn't sign your notes. Any note you haven't signed still needs signing. Open your sitting on Today, select the key at the top of the day card that reads IN and your start time. ON THE FLOOR, You're in since and the time, how many patients are still waiting (if any), and End sitting. End the sitting select End sitting. if nobody is waiting, DAY ENDED and Your sitting ended at with the time. the desk has stopped sending patients in. if a patient is still with you, you'll see NOT YET and Open Token with their number instead. Nothing has been ended. Finish that consultation, then try again. Decide about waiting patients if you see BEFORE YOU GO, read the list of who is waiting, then select End anyway or Stay open. each waiting patient's token, where they are (In the waiting room or Out at the lab) and how long they've waited. if you end anyway, they're recorded as having left without being seen. at a clinic with more than one doctor, the warning says if another doctor would take some of them. DAY ENDED and The desk has stopped sending patients in. for 10 minutes you can take it back with I ended by mistake (if something's wrong). No IN key on Today Check you're on your own day and that you pressed I'm here (before this) NOT YET · Token … is with you right now. Select Open Token with that number, finish the consultation, then end again BEFORE YOU GO Choose End anyway or Stay open (step 3) That didn't go through. Select Try again. Your sitting is still open. This sitting is not yours to end. Only the doctor in the sitting can end it DAY ENDED Done if the list of waiting patients changes before you press End anyway, Keel warns you again about the new list. finishing ","sections":[{"id":"purpose","title":"Purpose","text":"when you leave the clinic, end your sitting. the desk then stops sending patients in. keel checks your room first and tells you who would be left waiting."},{"id":"before-you-start","title":"Before you start","text":"only the doctor can end their own sitting. finish the consultation you're in first. keel won't end a sitting while a patient is with you. ending a sitting doesn't sign your notes. any note you haven't signed still needs signing."},{"id":"steps","title":"Steps","text":"open your sitting on today, select the key at the top of the day card that reads in and your start time. on the floor, you're in since and the time, how many patients are still waiting (if any), and end sitting. end the sitting select end sitting. if nobody is waiting, day ended and your sitting ended at with the time. the desk has stopped sending patients in. if a patient is still with you, you'll see not yet and open token with their number instead. nothing has been ended. finish that consultation, then try again. decide about waiting patients if you see before you go, read the list of who i"},{"id":"result","title":"Result","text":"day ended and the desk has stopped sending patients in. for 10 minutes you can take it back with i ended by mistake (if something's wrong)."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no in key on today check you're on your own day and that you pressed i'm here (before this) not yet · token … is with you right now. select open token with that number, finish the consultation, then end again before you go choose end anyway or stay open (step 3) that didn't go through. select try again. your sitting is still open. this sitting is not yours to end. only the doctor in the sitting can end it day ended done"},{"id":"limits","title":"Limits","text":"if the list of waiting patients changes before you press end anyway, keel warns you again about the new list. finishing a consultation, signing a note and ending a sitting are three separate actions."}],"before":{"route":"/keel/today/start-a-sitting","title":"Start a sitting"},"next":{"route":"/keel/consultations/sign-a-note","title":"Sign a note"}},{"id":"/keel/today/start-a-sitting","title":"Start a sitting","summary":"Press I'm here on Today when you arrive, so the desk knows you're in and can start sending patients in.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I tell the desk I've arrived? Why is there no I'm here button on Today? What does \"You are not down to sit at this hour\" mean?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"A sitting is your stretch of hours at the clinic, such as a morning or an evening. Pressing I'm here tells the desk you have arrived, so they can start sending patients in. only the doctor can start their own sitting. Nobody can press I'm here for you. you need hours for today. Without them there is no sitting to start. you can start from half an hour before your hours begin. Open your day select Today. a band reading Your sitting starts followed by the time and how many are booked, a NOT STARTED pill, and the I'm here button. if your hours start more than half an hour from now, the band reads Your next clinic is and your hours, with You can open your queue from half an hour before it starts. and no button yet. Press I'm here select I'm here. CHECKED IN and You're in since followed by the time, then The floor can send patients in now. the desk knows you're in and can start sending patients in. the band goes. The top of the day card shows a key reading IN and your start time. pressing again does no harm. It says You were already in since and the time. No I'm here button Check you're on your own day and that your hours start within half an hour You are not down to sit at this hour, so there is no sitting to start. Add or correct your hours for today (before this) Only the doctor whose sitting this is can start it. The doctor presses I'm here from their own account Your sitting was opened but not started. Press again. Press I'm here again That did not go through — nothing was recorded. Try again. Press I'm here again Your sitting could not be started — nothing was recorded. Ask the clinic Owner to check your access (if something's wrong) You're in since and the time Done I'm here doesn't block anything. You can open a consultation before you press it. starting a consultation with a checked-in patient also starts your sitting. pausing a sitting is not available. When you leave, end it (see also).","sections":[{"id":"purpose","title":"Purpose","text":"a sitting is your stretch of hours at the clinic, such as a morning or an evening. pressing i'm here tells the desk you have arrived, so they can start sending patients in."},{"id":"before-you-start","title":"Before you start","text":"only the doctor can start their own sitting. nobody can press i'm here for you. you need hours for today. without them there is no sitting to start. you can start from half an hour before your hours begin."},{"id":"steps","title":"Steps","text":"open your day select today. a band reading your sitting starts followed by the time and how many are booked, a not started pill, and the i'm here button. if your hours start more than half an hour from now, the band reads your next clinic is and your hours, with you can open your queue from half an hour before it starts. and no button yet. press i'm here select i'm here. checked in and you're in since followed by the time, then the floor can send patients in now. the desk knows you're in and can start sending patients in."},{"id":"result","title":"Result","text":"the band goes. the top of the day card shows a key reading in and your start time. pressing again does no harm. it says you were already in since and the time."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"no i'm here button check you're on your own day and that your hours start within half an hour you are not down to sit at this hour, so there is no sitting to start. add or correct your hours for today (before this) only the doctor whose sitting this is can start it. the doctor presses i'm here from their own account your sitting was opened but not started. press again. press i'm here again that did not go through — nothing was recorded. try again. press i'm here again your sitting could not be started — nothing was recorded. ask the clinic owner to check your access (if something's wrong) you'"},{"id":"limits","title":"Limits","text":"i'm here doesn't block anything. you can open a consultation before you press it. starting a consultation with a checked-in patient also starts your sitting. pausing a sitting is not available. when you leave, end it (see also)."}],"before":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"}},{"id":"/keel/today/understand-doctors-day","title":"Understand Doctor's Day","summary":"Find your way around Today, the page Keel opens on, which shows one doctor's day, queue and who's next.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"What does the Today page show? How do I see another doctor's day? Why does Today say \"No sitting rostered on this day\"?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Today is the page Keel opens on after you sign in. It shows one doctor's day: how many patients have been seen, who is waiting and who is next. This guide shows where each part is. Today opens on your own day. If you're allowed to see other doctors' days, you can switch to one. the day fills from the doctor's hours and bookings. A doctor with no hours that day has nothing to show. Open Today select Today in the left menu. the My day view. Schedule, Funnel, Money and Quality show Coming soon. Read the day card look at the top of the day card. PATIENTS SEEN with a count such as 3 of 12, and a bar with seen, in consult and to come. A NOT STARTED pill means the sitting hasn't begun. A LIVE pill means someone is with the doctor. below it, BOOKED PER HOUR shows how full each hour is. Open the queue select the progress bar. The queue with groups In the room, Waiting, Still to come and Seen, each with a count. this is the whole sitting in one list, grouped by where each patient is now. Change the day or doctor use the arrows beside the date to move a day back or forward. To see a colleague, select the doctor's name and choose another doctor. PAST or PLANNED beside a date that isn't today, and Back to today to return. I'm here and the sitting key appear only on your own day, never on a colleague's. Check who's next look below the day card. NEXT UP with the next two patients and All to see everyone. COLLECTED, among the day card's figures, reads not recorded yet, because Keel doesn't record payments yet. the doctor's day: who has been seen, who is in the room, who is waiting and who comes next. you can run the day from this page and open each patient from it. We could not read your day just now… Refresh the page. If it keeps happening, report a problem. Your account cannot open consultations at this centre… Ask the clinic Owner to check your role (see also) No sitting rostered on this day. Give the doctor hours for that day (before this) You are on today · Nothing has been bo","sections":[{"id":"purpose","title":"Purpose","text":"today is the page keel opens on after you sign in. it shows one doctor's day: how many patients have been seen, who is waiting and who is next. this guide shows where each part is."},{"id":"before-you-start","title":"Before you start","text":"today opens on your own day. if you're allowed to see other doctors' days, you can switch to one. the day fills from the doctor's hours and bookings. a doctor with no hours that day has nothing to show."},{"id":"steps","title":"Steps","text":"open today select today in the left menu. the my day view. schedule, funnel, money and quality show coming soon. read the day card look at the top of the day card. patients seen with a count such as 3 of 12, and a bar with seen, in consult and to come. a not started pill means the sitting hasn't begun. a live pill means someone is with the doctor. below it, booked per hour shows how full each hour is. open the queue select the progress bar. the queue with groups in the room, waiting, still to come and seen, each with a count. this is the whole sitting in one list, grouped by where each patient"},{"id":"result","title":"Result","text":"the doctor's day: who has been seen, who is in the room, who is waiting and who comes next. you can run the day from this page and open each patient from it."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"we could not read your day just now… refresh the page. if it keeps happening, report a problem. your account cannot open consultations at this centre… ask the clinic owner to check your role (see also) no sitting rostered on this day. give the doctor hours for that day (before this) you are on today · nothing has been booked into your hours yet. select open your schedule to book into the doctor's hours patients seen and the queue done"},{"id":"limits","title":"Limits","text":"only the my day view is built. the other four views are not available yet. collected stays empty until keel records payments."}],"before":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"},"next":{"route":"/keel/today/start-a-sitting","title":"Start a sitting"}},{"id":"/keel/today/understand-queue-and-appointment-status","title":"Understand queue and appointment status","summary":"Know what each appointment and queue status means, from Scheduled to Done, and what the token and wait show.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"What does each appointment status mean? What is the difference between Consult ended and Done? Why does an appointment say \"None minted\" for its token?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Every appointment carries a status that shows where the patient is in their visit. This page explains each one, on Appointments, on Today and on the appointment itself. the waiting statuses are used when Reception desk is on. When it's off, a patient goes from booked straight to In consult. Before the visit look at a card on Appointments. Scheduled, Rescheduled or Confirmed. the patient is booked and hasn't arrived yet. the appointment page adds timing, such as in 2 hours, due now or 15 minutes late. Waiting look at a checked-in patient's card. Waiting, Called in or Deferred. Waiting means checked in. Called in means called to the doctor. Deferred means out of the room for now, for example at the lab. all three count as waiting in the doctor's column. With the doctor look at the card of a patient the doctor has started. In consult, then Consult ended. Consult ended means the consultation is over but the note isn't finished. Complete closes the visit. Closed look at a finished visit's card. Done, No-show, Cancelled or Left w/o being seen, on a dimmed card. Left w/o being seen means the patient was still waiting when the doctor ended the sitting. On Today open the queue on Today. pills such as Scheduled, Waiting 12m, In chair 5m and Done · 15m. Seen patients may read Seen · note not signed, Seen · note coming or Seen · note failed. the minutes show how long the patient has waited, been with the doctor or took. The line on an appointment open an appointment. Token, Place in line and Wait, for example #4 and About 10 min. before check-in these read None minted, Not in a line and Nothing to quote, with the reason underneath. you can tell at a glance whether a patient is booked, waiting, with the doctor or finished. … token is minted when the desk checks them in. Check the patient in (before this) Nobody has opened today's sitting yet, so no token can be minted. The doctor presses I'm here on Today, or the desk checks the patient in from Appointments No waiting line at th","sections":[{"id":"purpose","title":"Purpose","text":"every appointment carries a status that shows where the patient is in their visit. this page explains each one, on appointments, on today and on the appointment itself."},{"id":"before-you-start","title":"Before you start","text":"the waiting statuses are used when reception desk is on. when it's off, a patient goes from booked straight to in consult."},{"id":"steps","title":"Steps","text":"before the visit look at a card on appointments. scheduled, rescheduled or confirmed. the patient is booked and hasn't arrived yet. the appointment page adds timing, such as in 2 hours, due now or 15 minutes late. waiting look at a checked-in patient's card. waiting, called in or deferred. waiting means checked in. called in means called to the doctor. deferred means out of the room for now, for example at the lab. all three count as waiting in the doctor's column. with the doctor look at the card of a patient the doctor has started. in consult, then consult ended. consult ended means the cons"},{"id":"result","title":"Result","text":"you can tell at a glance whether a patient is booked, waiting, with the doctor or finished."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"… token is minted when the desk checks them in. check the patient in (before this) nobody has opened today's sitting yet, so no token can be minted. the doctor presses i'm here on today, or the desk checks the patient in from appointments no waiting line at this centre nothing to fix. the patient goes straight in when the doctor is ready. this visit has left the line. the patient is no longer waiting. check the visit's status. not resolved here under place in line or wait that figure isn't worked out on this page. check the doctor's queue on today. a status from the list above done"},{"id":"limits","title":"Limits","text":"there's no button to set called in or deferred. seen · note not signed means the doctor still has to sign that note."}],"before":{"route":"/keel/today/check-in-a-patient","title":"Check in a patient"},"next":{"route":"/keel/today/work-through-the-waiting-room","title":"Work through the waiting room"}},{"id":"/keel/today/undo-an-accidental-sitting-end","title":"Undo an accidental sitting end","summary":"Reopen a sitting you ended by mistake, within 10 minutes, and bring your waiting patients back into your line.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"I ended my sitting by mistake. How do I undo it? How long do I have to undo ending my sitting? What does \"The day has moved on\" mean?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"If you ended your sitting by mistake, you can take it back. Your sitting reopens, and the patients who were waiting come back into your line. you have 10 minutes from when you ended. only you can undo your own end. The desk can't reopen your sitting for you. the undo works only if nothing has changed since: none of those patients has been dealt with elsewhere, and no new sitting has started. Take the end back right after you end, under DAY ENDED, select I ended by mistake. Reopening…, then You're back in. and how many patients are back in your line. the desk is sending patients in to you again. if it stops partway, select the same button again to finish. ON THE FLOOR and End sitting, as before you ended. a patient whose slot was given away while you were closed can't come back. Keel tells you how many. TOO LATE · Too long ago to take back. More than 10 minutes have passed. Your sitting stays closed. MOVED ON · The day has moved on. Something changed since you ended. Open a new sitting with I'm here if you're back (if something's wrong). HOURS OVER · Your hours today are over. There's no sitting left to reopen today You're back in. Done after any refusal, nothing has been changed and your sitting stays closed.","sections":[{"id":"purpose","title":"Purpose","text":"if you ended your sitting by mistake, you can take it back. your sitting reopens, and the patients who were waiting come back into your line."},{"id":"before-you-start","title":"Before you start","text":"you have 10 minutes from when you ended. only you can undo your own end. the desk can't reopen your sitting for you. the undo works only if nothing has changed since: none of those patients has been dealt with elsewhere, and no new sitting has started."},{"id":"steps","title":"Steps","text":"take the end back right after you end, under day ended, select i ended by mistake. reopening…, then you're back in. and how many patients are back in your line. the desk is sending patients in to you again. if it stops partway, select the same button again to finish."},{"id":"result","title":"Result","text":"on the floor and end sitting, as before you ended. a patient whose slot was given away while you were closed can't come back. keel tells you how many."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"too late · too long ago to take back. more than 10 minutes have passed. your sitting stays closed. moved on · the day has moved on. something changed since you ended. open a new sitting with i'm here if you're back (if something's wrong). hours over · your hours today are over. there's no sitting left to reopen today you're back in. done"},{"id":"limits","title":"Limits","text":"after any refusal, nothing has been changed and your sitting stays closed."}],"before":{"route":"/keel/today/end-a-sitting","title":"End a sitting"}},{"id":"/keel/today/work-through-the-waiting-room","title":"Work through the waiting room","summary":"See who is waiting for each doctor, how long they've waited, and clear anyone who left without being seen.","product":"keel","kind":"guide","path":"Help Center › Keel › Modules and workflows","questions":"How do I see who is waiting for each doctor? How do I see how long a patient has been waiting? How do I mark a patient who left as a no-show?","headings":"Purpose Before you start Steps Result If it doesn't work Limits","text":"Once patients are checked in, keep an eye on each doctor's line: who is waiting, for how long, and who has gone. This guide is for the desk. The doctor opens the next patient from Today. patients appear as waiting only after they're checked in. this uses Appointments for the whole clinic and Today for one doctor's queue. See who is waiting select Appointments. a column for each doctor, headed with counts such as 2 waiting · 1 in. Waiting patients show Waiting, Called in or Deferred. Show only arrived patients under Patient flow, select the Arrived stage. only the patients who have arrived and not yet gone in. Select the stage again to show everyone. switch to summary for counts of Booked, Waiting, In consult, Done and No-show. Check how long they've waited on Today, select the progress bar to open the doctor's queue. under Waiting, each patient with how long they've waited, for example Waiting 12m. Record a patient who left open the patient's appointment, select No-show, then confirm in End this visit. the patient's status changes to No-show. they leave the line and are counted as a no-show. No-show appears only once the booked time has passed. each doctor's line shows only the patients who are really there. the waiting counts match who is really in the waiting room. A patient who has arrived still shows Scheduled Check them in (before this) Nothing in this stage right now. Select the stage again to clear the filter (step 2) No appointments for the day you picked Check the period and date at the top, or select Today No No-show on the appointment Wait until the booked time has passed (step 4) Each column shows the right waiting count Done there's no button to set Called in or Deferred. anyone still waiting when the doctor ends the sitting is recorded as having left without being seen. Check with the doctor before they end it.","sections":[{"id":"purpose","title":"Purpose","text":"once patients are checked in, keep an eye on each doctor's line: who is waiting, for how long, and who has gone. this guide is for the desk. the doctor opens the next patient from today."},{"id":"before-you-start","title":"Before you start","text":"patients appear as waiting only after they're checked in. this uses appointments for the whole clinic and today for one doctor's queue."},{"id":"steps","title":"Steps","text":"see who is waiting select appointments. a column for each doctor, headed with counts such as 2 waiting · 1 in. waiting patients show waiting, called in or deferred. show only arrived patients under patient flow, select the arrived stage. only the patients who have arrived and not yet gone in. select the stage again to show everyone. switch to summary for counts of booked, waiting, in consult, done and no-show. check how long they've waited on today, select the progress bar to open the doctor's queue. under waiting, each patient with how long they've waited, for example waiting 12m. record a pa"},{"id":"result","title":"Result","text":"each doctor's line shows only the patients who are really there. the waiting counts match who is really in the waiting room."},{"id":"if-it-doesnt-work","title":"If it doesn't work","text":"a patient who has arrived still shows scheduled check them in (before this) nothing in this stage right now. select the stage again to clear the filter (step 2) no appointments for the day you picked check the period and date at the top, or select today no no-show on the appointment wait until the booked time has passed (step 4) each column shows the right waiting count done"},{"id":"limits","title":"Limits","text":"there's no button to set called in or deferred. anyone still waiting when the doctor ends the sitting is recorded as having left without being seen. check with the doctor before they end it."}],"before":{"route":"/keel/today/check-in-a-patient","title":"Check in a patient"}},{"id":"/keel/troubleshooting/appointment-saved-but-notification-failed","title":"Appointment saved but notification failed","summary":"Keel saved the appointment but said reminders did not start. Check it's booked once, then confirm the visit with the patient yourself.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Keel said the appointment was saved but reminders did not start. Is the patient booked? Should I book the appointment again? Where do I retry the reminders?","headings":"Purpose Checklist","text":"This message means the appointment is saved. Only Keel's own reminder schedule is affected. Keel doesn't send reminders to patients yet, so the patient hasn't missed anything. Check in this order and stop at the first ✗. Never book again to fix a reminder. The visit opened, or the patient is on Appointments at the right time It may not be saved, so this isn't a reminder problem. Check before retrying a booking Keel didn't say Appointment saved but reminders did not start. Retry from the detail page. (or Appointment saved, but reminders did not start. on Calendar) The appointment is saved. Don't book it again: that makes a second appointment. Retrying reminders is not available, and there's nothing to redo. Confirm the visit with the patient yourself. Keel didn't say Appointment booked. Note: no reminder template configured. Not an error. Your clinic has no reminder schedule, and adding one is not available. The patient isn't expecting a confirmation or reminder from Keel Keel doesn't send confirmations or reminders to patients yet. Give them the details yourself. Understand appointment confirmations and reminders All of the above The booking is saved and Keel showed no reminder warning. Nothing to fix here. Good to know: when a reminder message and the booking disagree, the booking is what counts. The patient has the appointment shown on the visit page.","sections":[{"id":"purpose","title":"Purpose","text":"this message means the appointment is saved. only keel's own reminder schedule is affected. keel doesn't send reminders to patients yet, so the patient hasn't missed anything. check in this order and stop at the first ✗. never book again to fix a reminder."},{"id":"checklist","title":"Checklist","text":"the visit opened, or the patient is on appointments at the right time it may not be saved, so this isn't a reminder problem. check before retrying a booking keel didn't say appointment saved but reminders did not start. retry from the detail page. (or appointment saved, but reminders did not start. on calendar) the appointment is saved. don't book it again: that makes a second appointment. retrying reminders is not available, and there's nothing to redo. confirm the visit with the patient yourself. keel didn't say appointment booked. note: no reminder template configured. not an error. your cl"}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"}},{"id":"/keel/troubleshooting/check-before-retrying-a-booking","title":"Check before retrying a booking","summary":"Before you book again after an error, check whether the first booking saved, so the patient isn't booked twice.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"The booking showed an error. Should I book it again? How do I check whether an appointment saved? What do I do if the patient is now booked twice?","headings":"Purpose Checklist","text":"An error while booking doesn't always mean the booking failed. Could not reach the server… and Could not book appointment. Try again. don't tell you whether it saved. Keel only stops a second booking for the same patient at exactly the same time, or one that overlaps the same doctor, so a retry at another time can book the patient twice. Every check below should pass before you book again. Keel didn't show Appointment booked. or open the visit It's booked. Don't retry. Keel didn't show Appointment saved but reminders did not start… It's booked. Don't retry. Appointment saved but notification failed The patient isn't on Appointments for that day Choose Today, Week or Month and the doctor, or look on Calendar. If you find the visit, it's booked: use it. For a walk-in, the patient isn't already on Appointments for today The form stays open after a walk-in is booked. Don't select Book visit again. You're going by Keel, not just an agent's message or a finished call A message isn't a booking. Confirm an agent-created booking All of the above Book it again. Book an appointment Good to know: if the retry says This patient already has a visit booked at exactly this time…, your first try saved. Find that visit and use it. Good to know: if the patient ends up booked twice, cancel the extra visit (cancel an appointment). Good to know: the search box on Calendar can't be used yet, so look through the doctor's day instead.","sections":[{"id":"purpose","title":"Purpose","text":"an error while booking doesn't always mean the booking failed. could not reach the server… and could not book appointment. try again. don't tell you whether it saved. keel only stops a second booking for the same patient at exactly the same time, or one that overlaps the same doctor, so a retry at another time can book the patient twice. every check below should pass before you book again."},{"id":"checklist","title":"Checklist","text":"keel didn't show appointment booked. or open the visit it's booked. don't retry. keel didn't show appointment saved but reminders did not start… it's booked. don't retry. appointment saved but notification failed the patient isn't on appointments for that day choose today, week or month and the doctor, or look on calendar. if you find the visit, it's booked: use it. for a walk-in, the patient isn't already on appointments for today the form stays open after a walk-in is booked. don't select book visit again. you're going by keel, not just an agent's message or a finished call a message isn't a"}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"},"next":{"route":"/keel/appointments/cancel-an-appointment","title":"Cancel an appointment"}},{"id":"/keel/troubleshooting/fix-a-calendar-connection-problem","title":"Fix a calendar connection problem","summary":"Fix a Google Calendar connection that won't connect, needs reconnecting or isn't showing busy time.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"What does \"Calendar needs reconnect\" mean? Why isn't a doctor's Google event showing as busy in Keel? Why can't I connect a doctor's calendar?","headings":"Purpose Checklist","text":"Use this when a doctor's Google Calendar won't connect, shows it needs reconnecting, or isn't keeping busy time free in Keel. Work down the list in order and fix the first ✗ you find. Calendar sync is not enabled yet. We will turn it on shortly. Calendar connection isn't available for your clinic yet No + Connect calendar under any doctor on Calendar Finance can't manage calendars. Ask the Owner or Front Desk. You can only connect your own calendar. A Doctor can connect only their own. Ask the Owner or Front Desk. Finish the Google sign-in in the popup, then click Reconnect… Finish signing in, then select Reconnect. Sign in to Google Calendar needs reconnect under the doctor Point at the message to see what went wrong. Select Reconnect and sign in to Google again. Then select Sync now, reload the page, and check the doctor's events show as Busy · Google. The row can keep showing Calendar needs reconnect after this, so go by the busy time, not the label. Calendar sync failed — reconnect the calendar. or … need reconnecting. after Sync now Select Reconnect under each doctor who shows Calendar needs reconnect A Could not … Please try again. message Try again. If it keeps happening, reload the page first. Calendar synced., but a busy event is missing Reload the page. Then check the event is marked busy, is on the doctor's main calendar and is within the next 60 days. See imported busy time Busy time from the wrong Google account appears While the row reads Connected, select Reconnect and sign in with the doctor's own account. Then select Sync now, reload, and check the Busy · Google blocks match the doctor's calendar. Don't use Disconnect for this: busy time already brought in from the wrong account stays and keeps blocking the doctor's times. Appointments Keel already added to the wrong account stay there too. A booking doesn't appear in the doctor's Google Calendar Check the doctor's row doesn't show Calendar needs reconnect. Keel retries adding bookings once a day. C","sections":[{"id":"purpose","title":"Purpose","text":"use this when a doctor's google calendar won't connect, shows it needs reconnecting, or isn't keeping busy time free in keel. work down the list in order and fix the first ✗ you find."},{"id":"checklist","title":"Checklist","text":"calendar sync is not enabled yet. we will turn it on shortly. calendar connection isn't available for your clinic yet no + connect calendar under any doctor on calendar finance can't manage calendars. ask the owner or front desk. you can only connect your own calendar. a doctor can connect only their own. ask the owner or front desk. finish the google sign-in in the popup, then click reconnect… finish signing in, then select reconnect. sign in to google calendar needs reconnect under the doctor point at the message to see what went wrong. select reconnect and sign in to google again. then sele"}],"before":{"route":"/keel/settings-and-integrations/connect-a-supported-calendar","title":"Connect a supported calendar"},"next":{"route":"/keel/settings-and-integrations/understand-busy-time-import-and-appointment-push","title":"Understand busy-time import and appointment push"}},{"id":"/keel/troubleshooting","title":"Troubleshooting","summary":"Checklists to run, in order, when something in Keel doesn't work as expected.","product":"keel","kind":"landing","path":"Help Center › Keel","questions":"","headings":"","text":"","sections":[]},{"id":"/keel/troubleshooting/recover-a-sign-in-problem","title":"Recover a sign-in problem","summary":"Work through the sign-in messages in order, from a missing code to a clinic you can't open.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why can't I sign in to Keel? My sign-in code hasn't arrived. What do I do? What does \"That code is wrong or expired\" mean?","headings":"Purpose Checklist","text":"Use this when you can't get into Keel. Work down the list in order and stop at the first row that matches what you see. No Continue with Apple button It appears only on a Mac, iPhone or iPad. Use Continue with Google or an email code (sign in) That doesn't look like a valid email. Retype your address, then select Email me a code No code in your inbox Check the address after We sent a 6-digit code to. If it's wrong, select ← Use a different email. If it's right, check your spam folder, then select Resend code No code, and you first signed in with Apple and hid your email The code may not arrive. Select Continue with Apple instead Enter the 6-digit code from your email. Type all six digits, then select Verify & sign in That code is wrong or expired. Check it, or resend a new one. Select Resend code and use only the newest code That sign-in link expired or was already used. Request a new one. Open the sign-in page again and choose a sign-in method Sign-in is temporarily unavailable. Try again shortly. Wait a few minutes and try again We couldn't finish signing you in. Try again. or Sign-in failed. Try again. Try again. If it repeats, use a different sign-in method with the same email address Set up your clinic, but your clinic invited you Don't fill it in. Follow Join your team You don't have access to a clinic. Follow Understand why clinic access was removed You still can't sign in after trying another method Report a problem. Never send a sign-in code Today, with your clinic's name in the top bar You're in","sections":[{"id":"purpose","title":"Purpose","text":"use this when you can't get into keel. work down the list in order and stop at the first row that matches what you see."},{"id":"checklist","title":"Checklist","text":"no continue with apple button it appears only on a mac, iphone or ipad. use continue with google or an email code (sign in) that doesn't look like a valid email. retype your address, then select email me a code no code in your inbox check the address after we sent a 6-digit code to. if it's wrong, select ← use a different email. if it's right, check your spam folder, then select resend code no code, and you first signed in with apple and hid your email the code may not arrive. select continue with apple instead enter the 6-digit code from your email. type all six digits, then select verify & s"}],"before":{"route":"/keel/getting-started/sign-in-to-keel","title":"Sign in to Keel"}},{"id":"/keel/troubleshooting/recover-from-interrupted-recording","title":"Recover from interrupted recording","summary":"If the tab closed, the browser crashed or the save failed, reopen the consultation on the same device to recover the recording.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"My browser closed during a consultation. Is the recording lost? What does Recover this recording mean? Why does it say the recording is missing a speaker?","headings":"Purpose Checklist","text":"While you record, Keel keeps a backup copy of the audio on the device. If the tab closes, the browser crashes or the save fails, that copy can usually still become a note. Work down the list in order. You haven't left the page yet, and the browser asks before leaving Stay on the page. Leaving loses the recording captured so far. The screen says CAPTIONS STOPPED It's still recording. Carry on, then end the consult as usual. The screen says The save didn't go through. The recording is safe on this device. Select Try again. You're on the same device and browser you recorded on The backup is only on that device. Reopen the consultation there. You've reopened the consultation In Scribe, find the patient under YOUR DAY marked NOT FINISHED and select Continue. Or open the appointment and select Resume recording. Recover this recording? Select Finalize note to write the note from the saved audio. This recording is missing a speaker No note can be written from it. Select Keep the recording. Writing the note by hand on the web isn't available yet (Write a note manually). Nothing was recorded No audio reached the device. Select Start a new recording. This recording could not be read Select Try again. If it keeps failing, don't start a new recording on this device. Ask for help first. That consultation is still recording on another device Stop the recording on that device first. The note is being written Done. Understand capture, upload and draft processing Good to know: recover soon. An unfinished recording left on a device can be removed after about four hours. If you choose Keep the recording, it stays on the device for a day, then goes. Good to know: Delete recording asks again before it acts. The copy on the device is the only one, so deleting it leaves nothing. Good to know: in a private or incognito window the backup is kept only in memory, so a closed tab can't be recovered.","sections":[{"id":"purpose","title":"Purpose","text":"while you record, keel keeps a backup copy of the audio on the device. if the tab closes, the browser crashes or the save fails, that copy can usually still become a note. work down the list in order."},{"id":"checklist","title":"Checklist","text":"you haven't left the page yet, and the browser asks before leaving stay on the page. leaving loses the recording captured so far. the screen says captions stopped it's still recording. carry on, then end the consult as usual. the screen says the save didn't go through. the recording is safe on this device. select try again. you're on the same device and browser you recorded on the backup is only on that device. reopen the consultation there. you've reopened the consultation in scribe, find the patient under your day marked not finished and select continue. or open the appointment and select re"}],"before":{"route":"/keel/scribe/record-your-first-consultation","title":"Record your first consultation"},"next":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"}},{"id":"/keel/troubleshooting/resolve-an-unavailable-action","title":"Resolve an unavailable action","summary":"Find out why a button is missing, greyed out or locked for you, and who can unlock it.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why can't I open this part of Keel? Why is the sign button greyed out on my note? Who can change my role?","headings":"Purpose Checklist","text":"In Keel, what you can do depends on your role. Each teammate has one role: Owner — full control: clinic, team, billing, everything. Doctor — own profile, sign-off, consultations. Front Desk — appointments, patients, payments. Finance — billing, invoices, reports. If something is missing, greyed out or locked, work down this list. Stop at the first row that matches. You don't have access to a clinic. after signing in You were removed, or haven't been added yet. Ask your clinic Owner. See Understand why clinic access was removed. In Settings, the area is under Also in this clinic with a lock label such as Owner only or Owner or Finance Your role can't open it. Ask your clinic Owner to change your role (Change roles and centre access). You don't have permission to do that. or You don't have permission to invite members. Your role can't do this. Ask your clinic Owner, or ask them to change your role (Change roles and centre access). Team has no Invite a member button and no ⋯ next to people Only the Owner manages the team (Invite a teammate) The rate card says VIEW ONLY Only the Owner adds or changes services (Make a service bookable) The sign key is greyed: Signing a note needs prescribing rights on your profile. Ask your clinic owner to turn them on. The Owner grants prescribing on Team (Understand clinical signing authority) The sign key is greyed: This is [doctor]'s note. Ask them to sign it, or your clinic owner can. Only that doctor, an Owner with prescribing, or a doctor covering for them can sign it (who can sign) The sign key is greyed: This note has no consulting doctor on record. Only a clinic owner with prescribing rights can sign it. Ask an Owner with prescribing to sign it (who can sign) Seat limit reached, or a message that your trial has ended That's your plan, not your role (Why a feature is unavailable) None of the above Ask your clinic Owner what your role allows The action works Done","sections":[{"id":"purpose","title":"Purpose","text":"in keel, what you can do depends on your role. each teammate has one role: owner — full control: clinic, team, billing, everything. doctor — own profile, sign-off, consultations. front desk — appointments, patients, payments. finance — billing, invoices, reports. if something is missing, greyed out or locked, work down this list. stop at the first row that matches."},{"id":"checklist","title":"Checklist","text":"you don't have access to a clinic. after signing in you were removed, or haven't been added yet. ask your clinic owner. see understand why clinic access was removed. in settings, the area is under also in this clinic with a lock label such as owner only or owner or finance your role can't open it. ask your clinic owner to change your role (change roles and centre access). you don't have permission to do that. or you don't have permission to invite members. your role can't do this. ask your clinic owner, or ask them to change your role (change roles and centre access). team has no invite a memb"}],"next":{"route":"/keel/organisation-team-and-access/change-roles-and-centre-access","title":"Change roles and centre access"}},{"id":"/keel/troubleshooting/resolve-an-unowned-or-stalled-conversation","title":"Resolve an unowned or stalled conversation","summary":"Find out why a WhatsApp conversation or handed-over caller is stuck, and who can move it on, checking each cause in order.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why is this WhatsApp conversation stuck? A colleague took over a conversation and left. How do I free it? Why is a conversation still marked Escalated?","headings":"Purpose Checklist","text":"A conversation can stall when the person holding it isn't there, when it was flagged but nobody picked it up, or when nobody is responsible for it. Open it in Inbox, work down the list in order and fix the first ✗ you find. Whoever has control is around to reply. The banner shows [name] has control. Only they or the Owner can free it. The Owner selects Force hand back. Force hand back The banner names who has control A colleague has control with no name: the holder may have left your team. The Owner selects Force hand back. Force hand back An Escalated conversation has someone handling it The assistant flagged it for a person, for example after it couldn't confirm a booking. Take it over and reply. Take over An Escalated conversation you've dealt with has been closed Escalated clears only when the conversation is closed. Close the conversation Someone is assigned. It isn't under Unassigned. Assign it to a teammate. Choose a teammate A conversation marked waiting is getting a reply If Assistant is replying… shows, wait. If not, take it over and reply. Take over A conversation you've finished no longer shows You're handling this The assistant stays paused until you hand back or close. Hand back No handed-over caller shows a red Waiting time They've waited over an hour. Call them back. Call them back Nobody leaving your team still holds or is assigned conversations Removing someone doesn't move their conversations. Hand over their conversations Inbox loads its conversations Couldn't load conversations — retrying… that stays: check your connection. If it still stays, your role may not include Inbox. Ask your clinic Owner. All of the above The conversation is with the assistant or with someone who is around. Good to know: Reconnecting… at the top of the list means live updates are paused. The list still refreshes, more slowly, until it reconnects.","sections":[{"id":"purpose","title":"Purpose","text":"a conversation can stall when the person holding it isn't there, when it was flagged but nobody picked it up, or when nobody is responsible for it. open it in inbox, work down the list in order and fix the first ✗ you find."},{"id":"checklist","title":"Checklist","text":"whoever has control is around to reply. the banner shows [name] has control. only they or the owner can free it. the owner selects force hand back. force hand back the banner names who has control a colleague has control with no name: the holder may have left your team. the owner selects force hand back. force hand back an escalated conversation has someone handling it the assistant flagged it for a person, for example after it couldn't confirm a booking. take it over and reply. take over an escalated conversation you've dealt with has been closed escalated clears only when the conversation is"}],"before":{"route":"/keel/inbox/find-conversations-in-inbox","title":"Find conversations in Inbox"},"next":{"route":"/keel/inbox/return-a-conversation-to-the-agent","title":"Return a conversation to the agent"}},{"id":"/keel/troubleshooting/resolve-medicine-review-blockers","title":"Resolve medicine review blockers","summary":"Fix each medicine Keel marked when it refused to sign your note.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why does Keel say \"Not signed · 1 medicine needs you\"? What does \"Matched on sound, not on the name\" mean? Can I sign a note if a medicine has no duration?","headings":"Purpose Checklist","text":"Keel won't sign a note while a medicine is incomplete or unchecked. It says Not signed · 1 medicine needs you (or the number of medicines) and marks each one with a blue bar. Saving a draft is never blocked. Keel checks only that each medicine has a dose, frequency and duration, and that its name has been checked. It doesn't check whether the dose is right. Fix each marked medicine, then sign again. dose, freq or days is empty Type it in. Every medicine needs all three. LOW CONFIDENCE or UNVERIFIED SPEAKER Select ✓ to keep it as written, or ✕ to take it out of the note (check what needs review) Matched on sound, not on the name — check it Check the medicine Keel proposed. If it's right, select ✓. If not, choose another option or search for the right one (Add and review medicines). No catalogue match Select the search key and pick the medicine, or choose Keep “…” as it was heard Not signed · 1 medicine needs the consulting doctor You can't edit this note. Ask the doctor who ran the consultation to fix it. While correcting a signed note: Not signed · a medicine needs you Fix the medicine the same way, then select Sign correction again (Correct a signed note) Sign off refused for another reason See Why signing is blocked Note signed at and the time Done. Medicines you removed aren't in the signed note.","sections":[{"id":"purpose","title":"Purpose","text":"keel won't sign a note while a medicine is incomplete or unchecked. it says not signed · 1 medicine needs you (or the number of medicines) and marks each one with a blue bar. saving a draft is never blocked. keel checks only that each medicine has a dose, frequency and duration, and that its name has been checked. it doesn't check whether the dose is right. fix each marked medicine, then sign again."},{"id":"checklist","title":"Checklist","text":"dose, freq or days is empty type it in. every medicine needs all three. low confidence or unverified speaker select ✓ to keep it as written, or ✕ to take it out of the note (check what needs review) matched on sound, not on the name — check it check the medicine keel proposed. if it's right, select ✓. if not, choose another option or search for the right one (add and review medicines). no catalogue match select the search key and pick the medicine, or choose keep “…” as it was heard not signed · 1 medicine needs the consulting doctor you can't edit this note. ask the doctor who ran the consult"}],"before":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"},"next":{"route":"/keel/consultations/sign-a-note","title":"Sign a note"}},{"id":"/keel/troubleshooting/troubleshoot-a-missing-response","title":"Troubleshoot a missing response","summary":"Work out why a patient's WhatsApp message got no reply, or not the reply they needed, checking each cause in order.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why didn't the WhatsApp agent reply to a patient? Why has the assistant stopped answering a conversation? What does \"not delivered\" mean on my reply?","headings":"Purpose Checklist","text":"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. Your plan includes the WhatsApp agent The trial and some plans don't. Understand Keel offerings In Setup, WhatsApp sender approved is done under Front-office channels Follow the WhatsApp step in Setup The patient's message is in Inbox under All It never reached Keel. Check they messaged your clinic's WhatsApp number. Prepare WhatsApp setup 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 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 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 The conversation isn't under Escalated If it is, the agent flagged it for a person. Know when a person must take over The patient isn't waiting under Handed over If they are, the agent passed them to your front desk for a call back. Work through handed-over messages Your own reply doesn't show not delivered WhatsApp didn't deliver it. Call the patient from the phone icon in the conversation All of the above The agent replied. Read its reply (Understand agent replies and actions). Keel doesn't show whether the agent's replies were delivered.","sections":[{"id":"purpose","title":"Purpose","text":"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."},{"id":"checklist","title":"Checklist","text":"your plan includes the whatsapp agent the trial and some plans don't. understand keel offerings in setup, whatsapp sender approved is done under front-office channels follow the whatsapp step in setup the patient's message is in inbox under all it never reached keel. check they messaged your clinic's whatsapp number. prepare whatsapp setup 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 the agent didn't reply \"sorry — i can only read "}],"before":{"route":"/keel/front-desk/prepare-whatsapp-setup","title":"Prepare WhatsApp setup"},"next":{"route":"/keel/inbox/reply-as-a-person","title":"Reply as a person"}},{"id":"/keel/troubleshooting/what-to-do-when-a-draft-does-not-appear","title":"What to do when a draft does not appear","summary":"If the draft note hasn't appeared after you end a scribed consult, check these in order.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"I ended the consult but the note never came. What now? What does Not back yet mean? Why didn't Keel write a note after my trial notes ran out?","headings":"Purpose Checklist","text":"After End consult, the draft note usually arrives in under a minute. If it hasn't, your recording and transcript are normally still safe. Work down the list in order. The screen still shows Writing the note… or another processing step Give it a few minutes. You can leave: the note will be waiting on the consultation. The screen said The save didn't go through. The recording is still on this device. Select Try again. Recover from interrupted recording You came back to the consultation and see the processing screen That's expected. It picks up where it was and doesn't record again. Could not compose Select Retry. The recording and transcript are kept. Typing the note yourself on this screen isn't available yet. Your clinic hasn't reached its AI-note limit A trial includes 10 AI notes. At the limit, Keel keeps the recording and transcript but doesn't write the note, and this screen doesn't say why. Request an upgrade, then select Retry. Not back yet (after ten minutes) Select Retry. If it says the note is still being worked on, keep waiting. Could not read back The note was written. Select Reload to open it. Signed out Sign in again, then open the consultation to see whether the note was written. Recover a sign-in problem Not found The consultation no longer exists, so the note has nowhere to go. Nothing on this screen can fix it. If you didn't expect that, report a problem. The recording was deleted at the patient's request No note is drafted from a deleted recording. Select Write the note on the deletion screen (Withdraw audio consent and check cleanup) The draft opens Done. Review a generated note Good to know: on a trial, a banner shows your usage when you're close to the limit, for example 8 of 10 AI notes used. Good to know: a recovered recording marked This recording is missing a speaker never gets a draft. Writing the note by hand on the web isn't available yet (Write a note manually).","sections":[{"id":"purpose","title":"Purpose","text":"after end consult, the draft note usually arrives in under a minute. if it hasn't, your recording and transcript are normally still safe. work down the list in order."},{"id":"checklist","title":"Checklist","text":"the screen still shows writing the note… or another processing step give it a few minutes. you can leave: the note will be waiting on the consultation. the screen said the save didn't go through. the recording is still on this device. select try again. recover from interrupted recording you came back to the consultation and see the processing screen that's expected. it picks up where it was and doesn't record again. could not compose select retry. the recording and transcript are kept. typing the note yourself on this screen isn't available yet. your clinic hasn't reached its ai-note limit a t"}],"before":{"route":"/keel/scribe/understand-capture-upload-and-draft-processing","title":"Understand capture, upload and draft processing"},"next":{"route":"/keel/consultations/review-a-generated-note","title":"Review a generated note"}},{"id":"/keel/troubleshooting/why-a-feature-is-unavailable","title":"Why a feature is unavailable","summary":"Find out whether your trial, a plan limit or your role is stopping a feature, and what to do about each.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why can't I use this feature in Keel? Why can I only view records and not create anything? Why does Billing & plan say coming soon?","headings":"Purpose Checklist","text":"A feature can be out of reach for three reasons: your trial has ended, your plan has reached a limit, or your role can't use it. Check in this order and stop at the first ✗. A red banner says Your trial has ended. You can view everything — upgrading lets you work again. Your clinic is read-only. Understand trial expiry and usage limits, then the Owner requests an upgrade An amber banner says Your trial ended — upgrade to keep working. Everything still works for now. The Owner should request an upgrade before the days run out You see AI note limit reached Your plan's AI notes are used up. The Owner requests an upgrade You see Seat limit reached when inviting someone Your plan has no seat left for that role. The Owner requests an upgrade You see You've reached the clinic limit on your plan. Your plan has no room for another clinic. The Owner requests an upgrade You need the agents that answer calls or WhatsApp messages during a trial The trial doesn't include them. See what your trial includes You see Only your clinic owner can upgrade. Only the Owner can upgrade. Select Notify owner (who can change the plan) In Settings, the section is under Also in this clinic, or a screen shows VIEW ONLY Your role can't change it. Resolve an unavailable action Billing & plan shows Billing & plan · coming soon Plan and invoice management isn't available in Keel yet You asked for an upgrade, but nothing has changed A request isn't instant. The Airgent team activates the plan after they contact you None of these Resolve an unavailable action","sections":[{"id":"purpose","title":"Purpose","text":"a feature can be out of reach for three reasons: your trial has ended, your plan has reached a limit, or your role can't use it. check in this order and stop at the first ✗."},{"id":"checklist","title":"Checklist","text":"a red banner says your trial has ended. you can view everything — upgrading lets you work again. your clinic is read-only. understand trial expiry and usage limits, then the owner requests an upgrade an amber banner says your trial ended — upgrade to keep working. everything still works for now. the owner should request an upgrade before the days run out you see ai note limit reached your plan's ai notes are used up. the owner requests an upgrade you see seat limit reached when inviting someone your plan has no seat left for that role. the owner requests an upgrade you see you've reached the c"}],"before":{"route":"/keel/plans-packages-and-feature-availability/what-your-trial-includes","title":"What your trial includes"},"next":{"route":"/keel/plans-packages-and-feature-availability/request-an-upgrade","title":"Request an upgrade"}},{"id":"/keel/troubleshooting/why-a-slot-is-missing","title":"Why a slot is missing","summary":"Work out why an agent didn't offer a time for a doctor, checking each cause in order.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why isn't the agent offering this time? Why does the agent say it can't see the doctor's calendar? Why is a doctor shown as working on the calendar but has no free times?","headings":"Purpose Checklist","text":"An agent offers a time only when every check below passes. Work down the list in order and fix the first ✗ you find. Your clinic's opening hours have been saved Until they are, agents can't book anyone. Set clinic hours The doctor has their own weekly hours. When the desk books them, Keel shows NO SCHEDULE YET if not. Don't go by the calendar shading here: it can show clinic hours for a doctor with none of their own. Set weekly sessions The time is inside the doctor's hours and your opening hours Agents offer only the overlap. Set weekly sessions or set clinic hours There's no clinic holiday or closure on that date Check Clinic (all doctors) under Hours & availability. Add a clinic holiday The doctor has no OFF or BLOCK entry at that time Add time off or one-offs There's no Busy · Google block at that time The doctor is busy in their Google Calendar. Understand busy-time import No other appointment is booked for the doctor then Pick another time. A cancelled or no-show appointment frees its time. The whole visit fits before the next booking or closed time Check the visit length The time is still in the future, and within 14 days if the patient asked for the earliest Ask for a specific later day The doctor isn't booked at another of your centres then Pick another time The service the patient wants is bookable Why an agent cannot offer a service All of the above The agent can offer this time. Offering doesn't hold it, so it may be booked by someone else first. Good to know: the desk can still book outside a doctor's hours. Keel warns DOCTOR NOT IN, AWAY or TIME BLOCKED, and Book anyway records the override. Agents can never override, and nobody can double-book a doctor.","sections":[{"id":"purpose","title":"Purpose","text":"an agent offers a time only when every check below passes. work down the list in order and fix the first ✗ you find."},{"id":"checklist","title":"Checklist","text":"your clinic's opening hours have been saved until they are, agents can't book anyone. set clinic hours the doctor has their own weekly hours. when the desk books them, keel shows no schedule yet if not. don't go by the calendar shading here: it can show clinic hours for a doctor with none of their own. set weekly sessions the time is inside the doctor's hours and your opening hours agents offer only the overlap. set weekly sessions or set clinic hours there's no clinic holiday or closure on that date check clinic (all doctors) under hours & availability. add a clinic holiday the doctor has no "}],"before":{"route":"/keel/settings-and-integrations/understand-available-slots","title":"Understand available slots"},"next":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"}},{"id":"/keel/troubleshooting/why-an-agent-cannot-offer-a-service","title":"Why an agent cannot offer a service","summary":"Work through the checks, in order, that decide whether your Front Office agents can offer and book a service.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why can't my agent book this service? What does \"Agents aren't offering this — check your service count\" mean? My service says \"Agents can offer this\" but patients still can't book it. Why?","headings":"Purpose Checklist","text":"Your Front Office agents can offer a service only when every check below passes. On the rate card, each service's status line shows the first check that fails. Fix that one, look at the line again, and carry on down the list until it reads Agents can offer this. To start: on Today, select Rate card, keep SHOWING on Everyone, and find the service. Check in this order. ✗ is what you see when the check fails. VIEW ONLY at the top of the rate card Only the clinic Owner can fix services. Ask the Owner (Resolve an unavailable action). Off — nobody can book it Switch the service on (Retire a service, step 3) No price set — agents can't quote it Add a price (Create or edit a service, step 3) No description — agents can't match it Add a description (Create or edit a service, step 3) Writing what the AI understood… Wait a few minutes. If it stays, use Check the next few or Try again (Maintain the rate card, step 3) Couldn't write the read-back — try again Open the read-back and select Try again (Review and approve, if it doesn't work) Needs your review Read and approve what the AI understood (Review and approve, step 4) Same name as another service — agents can’t tell them apart Rename one, or switch one off (Create or edit a service, step 3). If it adds until the patient picks a doctor, it only matters before a doctor is chosen. Can't tell if agents can offer this — reload the page Reload the page No doctor can perform this — agents can't book it Select Choose who does › and tick at least one doctor (Choose which clinicians provide a service) Past the 200-service limit — agents never see this one Switch off services you no longer offer (Retire a service) The approved wording can't be read — approve it again Open the read-back and approve it again (Review and approve, step 4) Agents aren't offering this — check your service count Switch off services you no longer offer (Retire a service). If it stays, report a problem. Agents can offer this The service passes for the clinic. ","sections":[{"id":"purpose","title":"Purpose","text":"your front office agents can offer a service only when every check below passes. on the rate card, each service's status line shows the first check that fails. fix that one, look at the line again, and carry on down the list until it reads agents can offer this. to start: on today, select rate card, keep showing on everyone, and find the service."},{"id":"checklist","title":"Checklist","text":"check in this order. ✗ is what you see when the check fails. view only at the top of the rate card only the clinic owner can fix services. ask the owner (resolve an unavailable action). off — nobody can book it switch the service on (retire a service, step 3) no price set — agents can't quote it add a price (create or edit a service, step 3) no description — agents can't match it add a description (create or edit a service, step 3) writing what the ai understood… wait a few minutes. if it stays, use check the next few or try again (maintain the rate card, step 3) couldn't write the read-back —"}],"before":{"route":"/keel/settings-and-integrations/make-a-service-bookable","title":"Make a service bookable"},"next":{"route":"/keel/settings-and-integrations/set-clinician-availability","title":"Set clinician availability"}},{"id":"/keel/troubleshooting/why-booking-was-refused","title":"Why booking was refused","summary":"Find out why Keel wouldn't book a visit from the desk, checking each cause in the order you'd meet it.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why won't Keel let me book this appointment? What does \"That doctor already has a visit overlapping this time\" mean? Why is the Book visit button not working?","headings":"Purpose Checklist","text":"Use this when Keel won't book a visit from Book a visit. Work down the list in order and fix the first ✗ you find. If an agent couldn't book a patient, see why a slot is missing instead. New appointment opens Book a visit, not another page Your role can't book. Owner, Doctor and Front Desk can. Change roles and centre access A patient is chosen under Patient Search by phone or name, or add them with + New patient. Book an appointment Doctor shows doctors, not No doctors added yet or Couldn't load the doctor list Ask your Owner to add a doctor, or select Retry →. Invite a teammate There's no line under Book visit such as Choose a doctor to book or Add a service, or type an amount, to book Do what the line says. A custom charge needs an amount above zero. Add services You don't see Pick a date and time in the future. Choose a later time You don't see DOCTOR NOT IN, AWAY, TIME BLOCKED or NO SCHEDULE YET Pick another time, or select Book anyway. For NO SCHEDULE YET, set the doctor's weekly sessions. You don't see That doctor already has a visit overlapping this time… Select a NEXT FREE time, or choose another doctor. Book anyway can't override this. You don't see This patient already has a visit booked at exactly this time… They're already booked, often by an earlier try. Check before retrying a booking You don't see This visit is now … minutes… The clinic's service times changed. Keel has updated the length. Check the time, then select Book visit again. You don't see Choose a doctor for this visit — this centre books by doctor. Choose a doctor under Doctor You don't see Could not reach the server… or Could not book appointment. Try again. The booking may have saved. Check before retrying a booking. If it keeps happening, your free trial may have ended: understand trial expiry. All of the above Keel books the visit and opens it","sections":[{"id":"purpose","title":"Purpose","text":"use this when keel won't book a visit from book a visit. work down the list in order and fix the first ✗ you find. if an agent couldn't book a patient, see why a slot is missing instead."},{"id":"checklist","title":"Checklist","text":"new appointment opens book a visit, not another page your role can't book. owner, doctor and front desk can. change roles and centre access a patient is chosen under patient search by phone or name, or add them with + new patient. book an appointment doctor shows doctors, not no doctors added yet or couldn't load the doctor list ask your owner to add a doctor, or select retry →. invite a teammate there's no line under book visit such as choose a doctor to book or add a service, or type an amount, to book do what the line says. a custom charge needs an amount above zero. add services you don't "}],"before":{"route":"/keel/appointments/book-an-appointment","title":"Book an appointment"},"next":{"route":"/keel/troubleshooting/check-before-retrying-a-booking","title":"Check before retrying a booking"}},{"id":"/keel/troubleshooting/why-signing-is-blocked","title":"Why signing is blocked","summary":"Find out why Keel won't sign your note, and what to do about each reason.","product":"keel","kind":"troubleshooting","path":"Help Center › Keel › Troubleshooting","questions":"Why is the Sign off button greyed out on my note? Why does Keel say \"Not signed\" when I sign? Why can't I sign another doctor's note?","headings":"Purpose Checklist","text":"Keel won't sign a note when you aren't allowed to sign it, when your changes aren't saved, or when a medicine needs you. Work down this list from the top and stop at the first row that matches. You can't open the note, or there's no Open note Only an Owner or a Doctor can open notes (Resolve an unavailable action) Sign off is greyed out in the Keel phone app Signing isn't available in the phone app yet. Open the note in Keel in a browser and sign it there. Sign off is greyed out: Signing a note needs prescribing rights on your profile. Ask your clinic owner to turn them on. Ask your Owner to grant prescribing (grant prescribing) Sign off is greyed out: This is another doctor's note. Ask them to sign it, or your clinic owner can. That doctor signs it, or an Owner with prescribing rights signs as backup. To cover them, they must add you as their delegate (Set up and end sign-off delegation). Sign off is greyed out: This note has no consulting doctor on record. Only a clinic owner with prescribing rights can sign it. Ask an Owner with prescribing rights to sign it (Use a backup signer where supported) The key reads Save failed · try again Your changes didn't save, so nothing was signed. Select it, then Sign off again. Not sent. followed by a reading that isn't saved yet: fix it or clear it. Fix or clear that reading in the vitals box, then sign again Not signed · 1 medicine needs you Fix each marked medicine (Resolve medicine review blockers) The dialog's Sign off key is greyed out Pick a quick reason or type one (give a reason) Sign-off permission changed — refreshing. Your cover ended or your prescribing rights changed. Check the key again after the page reloads. Another doctor already signed this note. Refreshing. It's already signed. To change it, see Correct a signed note. The top bar shows Amend, not Sign off The note is already signed (Correct a signed note) Note signed at and the time Done","sections":[{"id":"purpose","title":"Purpose","text":"keel won't sign a note when you aren't allowed to sign it, when your changes aren't saved, or when a medicine needs you. work down this list from the top and stop at the first row that matches."},{"id":"checklist","title":"Checklist","text":"you can't open the note, or there's no open note only an owner or a doctor can open notes (resolve an unavailable action) sign off is greyed out in the keel phone app signing isn't available in the phone app yet. open the note in keel in a browser and sign it there. sign off is greyed out: signing a note needs prescribing rights on your profile. ask your clinic owner to turn them on. ask your owner to grant prescribing (grant prescribing) sign off is greyed out: this is another doctor's note. ask them to sign it, or your clinic owner can. that doctor signs it, or an owner with prescribing righ"}],"before":{"route":"/keel/consultations/sign-a-note","title":"Sign a note"},"next":{"route":"/keel/organisation-team-and-access/understand-clinical-signing-authority","title":"Understand clinical signing authority"}},{"id":"/support","title":"Contact support","summary":"Get help, report a problem or ask for a missing guide. A person answers on WhatsApp and email every day, 10 am – 10 pm IST.","product":"other","kind":"landing","path":"Help Center","questions":"","headings":"Privacy and your data Not published yet","text":"Search the Help Center first, or use Ask AI. If the guides don't answer it, message us and choose what you need. How Airgent handles personal data is set out in the Privacy Policy, the Terms of Service, the Data Processing Agreement and the list of Sub-processors. to make a privacy request or raise a grievance, write to the Grievance Officer at privacy@airgent.ai, as the Privacy Policy explains. That address is for privacy matters only. For help with Keel or Airgent, use the routes above. Some guides aren't in the Help Center yet. If a link brought you here, the guide it points to is one of them. They include: Recall, for following up with patients who are due back Connecting your business profile Insights about your clinic's activity Videos and walkthroughs Guides for setting up and changing your Airgent agents Browse what's here in Keel help or Airgent help, or ask for the guide you need.","sections":[{"id":"privacy","title":"Privacy and your data","text":"how airgent handles personal data is set out in the privacy policy, the terms of service, the data processing agreement and the list of sub-processors. to make a privacy request or raise a grievance, write to the grievance officer at privacy@airgent.ai, as the privacy policy explains. that address is for privacy matters only. for help with keel or airgent, use the routes above."},{"id":"not-published-yet","title":"Not published yet","text":"some guides aren't in the help center yet. if a link brought you here, the guide it points to is one of them. they include: recall, for following up with patients who are due back connecting your business profile insights about your clinic's activity videos and walkthroughs guides for setting up and changing your airgent agents browse what's here in keel help or airgent help, or ask for the guide you need."}]},{"id":"/videos","title":"Videos and walkthroughs","summary":"","product":"other","kind":"landing","path":"Help Center","questions":"","headings":"","text":"There are no videos yet. Every task has a written guide.","sections":[]}]