Agent Assignment & Human Handoff

While Remo handles the vast majority of client interactions automatically, some situations call for a personal touch. Remo seamlessly hands these conversations over to a member of your team — without the client having to repeat themselves.

When Does the Bot Hand Off?

The bot will escalate a conversation to a human agent in these situations:

1. Client requests a human — if a client says something like "I want to speak with someone" or "connect me to an agent", the bot immediately hands off

2. Frustration detected — if the bot detects signs of frustration or dissatisfaction in the client's messages, it can automatically escalate rather than risk making the experience worse

3. Complex situation — for questions or scenarios the bot is not equipped to handle, it escalates rather than providing an incomplete or unhelpful answer

4. Contractor or supplier identified — if the incoming contact is identified as a contractor or supplier rather than a prospective client, the conversation can be routed appropriately

What Happens During Handoff

When the bot decides to hand off a conversation:

1. The bot sends the client a brief acknowledgment — something like: "I'm connecting you with one of our team members right now. They'll be with you shortly."
2. The conversation is flagged in the dashboard with an Agent Assigned status
3. The assigned agent receives a notification
4. The bot stops responding in that conversation — the agent has full control

The client experience is seamless. They don't need to repeat information since the agent can see the full conversation history.

Agent Response Window

You can set a time limit for how long an agent has to respond after being assigned. If no response is received within that window, a reminder is triggered. This ensures clients are never left waiting indefinitely.

This is configured in the Configuration section.

Sentiment Detection

The bot continuously monitors the emotional tone of each message and classifies clients into one of four categories:

Sentiment	What It Means
Interested	Client is engaged and shows buying signals
Neutral	Standard inquiry with no strong emotional tone
Uninterested	Client seems disengaged or unlikely to proceed
Frustrated	Client appears unhappy — escalation may be appropriate

This sentiment information is visible in each client's profile and helps agents prioritize who to contact first.

Re-enabling the Bot After Handoff

Once an agent finishes handling a conversation and the client interaction is resolved, the bot can be re-enabled for that client. This allows automated follow-ups to continue after the agent interaction is complete.

To re-enable: go to Chats, open the conversation, and toggle the bot back on from the client's settings panel.