Per-Client Settings
Your project-level settings apply to all clients by default. However, you can override specific settings for any individual client — useful for VIP contacts, special situations, or clients with specific preferences.
How to Access Client Settings
From the Chats section, open any conversation and navigate to the client settings panel. Alternatively, find the client in the client list and open their profile.
Available Settings
Pause the Bot
You can stop the bot from responding to a specific client without affecting any others:
- Pause until a specific date — the bot will automatically re-enable itself on the date and time you select. Useful when an agent is temporarily handling a client but you want the bot to resume follow-ups later.
- Pause indefinitely — the bot stays off until you manually re-enable it.
This is most commonly used when a human agent takes over a conversation and you don't want the bot to interfere.
Custom Active Hours
Override the project's business hours for this specific client. For example, if a client explicitly said they prefer to be contacted on weekends, you can expand the response window just for them.
Follow-up Timing
Customize how the bot handles re-engagement for this client:
| Setting | Default | Description |
|---|---|---|
| Inactivity timeout | 8 hours | How long to wait after their last message before sending a follow-up |
| Maximum follow-ups | 3 | Maximum number of automated follow-up attempts |
Setting a higher inactivity timeout gives the client more space. Setting it lower means the bot follows up sooner.
Voice Message Responses
When enabled, the bot also sends its responses as voice/audio messages in addition to text. This can create a more personal experience for clients who prefer voice communication.
Mark Messages as Read
By default, Remo marks incoming client messages as "read" so the client can see their message was received. You can disable this for specific clients if you'd prefer their messages to appear unread until a human team member has personally reviewed them.
Resetting to Project Defaults
Any override can be removed at any time to revert the client to your standard project settings. This keeps management simple — only use overrides when there's a genuine reason to treat a client differently.