Managing Chats
The Chats section is where every WhatsApp conversation your bot has with clients is stored and accessible. You can monitor what the bot is saying, step in manually when needed, and adjust how the bot behaves for each individual client.
The Conversation List
The left panel shows all your client conversations, ordered by most recent activity. For each conversation you'll see:
- Client name and phone number
- Last message preview and the time it was received
- Bot status — whether the bot is active, paused, or a human agent is handling this client
- Unread indicator — new messages not yet reviewed by your team
Opening a Conversation
Click any conversation to open the full chat history on the right side. You'll see:
- All messages sent and received, with timestamps
- Which messages were sent by the bot and which by a human agent
- Transcriptions of any voice messages the client sent
- Product cards when the bot presented listings to the client
Sending a Manual Message
If you want to send a message yourself (bypassing the bot), type in the message box at the bottom of the chat and press send. Your message will appear in the history with a label showing it was sent manually by a team member.
Sending a manual message does not automatically pause the bot. If you are taking over a conversation, consider pausing the bot for that client first to avoid the bot and a human sending conflicting replies. See Client Settings for how to pause the bot.
Bot Status Indicators
Each conversation shows the bot's current operating status:
| Status | What It Means |
|---|---|
| Active | The bot is responding normally to this client |
| Paused | Bot responses are disabled for this client until re-enabled |
| Agent Assigned | The conversation has been handed to a human agent |
| Paused Until [date] | The bot is temporarily off and will resume automatically on the specified date |
Searching and Filtering
Use the search bar at the top of the chat list to find a specific client by name or phone number.
You can also filter conversations by:
- All conversations
- Bot-active conversations only
- Agent-assigned conversations
- Conversations with unread messages
Read Receipts
By default, Remo marks incoming client messages as "read" when the bot processes them — so clients can see their message was received. This can be toggled off per client if you prefer messages to appear unread until a human has personally reviewed them.
See Client Settings for this option.