Managing Clients
Every person who sends a message to your WhatsApp number is automatically added to your client list. In Remo, clients live inside the Chats page — every conversation is linked to a contact, and clicking a conversation opens both the message thread and the contact's full profile.
What You See for Each Client
For every client you can see at a glance:
- Name and phone number
- Last activity — when they last sent or received a message
- Bot status — whether the AI is on, off, or an agent is handling the conversation
- Funnel stage — where they are in your sales pipeline
- Status — a custom label like Lead, Pending, Sold, etc.
- AI Category — the classification the AI has assigned (see AI Categories)
- Campaign source — the marketing source that brought them in (when Campaign Detection is enabled)
One thing this list can't show you is an opt-out. When a client says they've already bought, already invested, aren't interested, or asks you to stop writing, the bot stops contacting them for good — and there is no badge, filter, or list anywhere in the dashboard that tells you it happened. Their messages keep arriving normally for a person to answer. Client Settings explains how an opt-out differs from simply pausing the AI, and the single way to reverse one.
Client Profile
Clicking on any client opens their full profile in the side panel of the chat. It contains:
- Contact details (name, phone number, profile image if available)
- Complete conversation history
- Scheduled and past meetings (with reschedule and cancel controls)
- Survey responses (if they completed a post-meeting survey)
- Funnel history — every stage change and who made it
- Per-client settings (see Client Settings)
Statuses
You can manually update a client's sale status to reflect where they are in the buying or leasing process. It's a fixed dropdown on the client, set by your team and never by the AI:
| Status | Meaning |
|---|---|
| None | No status assigned — default for new contacts |
| Lead | Active prospect in discussion |
| Pending | Negotiating or in active follow-up |
| Signed | Contract or reservation agreement signed |
| Sold | Transaction fully completed |
These help your team understand the state of each lead at a glance, without having to read through the full conversation.
The list above is the sale status on the client record. Analytics → Statuses is a separate concept — those are the stages of your active funnel, the same rows you create in the funnel editor. Funnel stages are set by funnel automation rather than by hand, and they carry their own names and colors. See Sales Funnel.
Contractors
Contacts identified as contractors, suppliers, or third parties (rather than prospective clients) can be marked as Contractors. When flagged, these contacts are handled differently — typically routed directly to an agent rather than going through the standard client bot experience. The HubSpot integration can also flag contractors automatically based on the pipeline stage they land in.
Categories vs. Statuses vs. Funnel Stages
Remo gives you three complementary ways to organize clients:
| What it answers | Set by | |
|---|---|---|
| AI Category | What kind of lead is this? | The AI, automatically |
| Status | Where is this lead in the transaction? | Your team, manually |
| Funnel stage | Which step of the pipeline are they at? | Your team or automatic rules |
You can use any combination. Most teams start with just statuses, then add categories once the bot has been running for a few weeks.
One clarification worth making early: AI Categories classify leads, and they have nothing to do with image categories, which tag photos so the bot sends the kitchen when a client asks to see the kitchen. Lead categories are defined on AI Intelligence → Categories; photos are tagged where you upload them, on Management → Images.