Configuration
The Configuration → Communication page is where you wire your project to the things your team and clients depend on every day: scheduling, saved replies, the details the bot collects, WhatsApp message templates, what happens when someone answers from the phone itself, and your integrations.
Settings that shape how the AI itself behaves — system prompts, the WhatsApp connection, routes and capabilities, and project characteristics — live in Advanced settings.
Scheduling
Scheduling controls where and when clients can book appointments through the bot.
Locations
Each location represents a physical place where meetings can be held — an office, a showroom, a sales site. For every location you configure:
| Field | What It Controls |
|---|---|
| Location name | A short label clients see (e.g., Main Sales Office) |
| Description | Helpful notes — parking, which entrance, room number |
| Address | Searchable address; the bot can share it with clients on demand |
| Timezone | All availability is interpreted in this timezone |
| Meeting duration (min) | Default length of each booked meeting |
| Booking window (months) | How far in advance a client can book |
Weekly Availability
For each location you define which days of the week are available and what time windows are open on each day. You can add multiple windows per day (for example, 9–13 and 15 –18) or remove a day entirely if it's closed.
Adding and Removing Locations
Use Add address to add a new location. Use Remove address to delete one — its windows go with it. If a project has no locations, the bot will tell clients that scheduling isn't available and offer alternatives.
What the Client Gets After Booking
Picking a slot on the public booking link isn't the end of the exchange. The moment the booking lands, the client receives a thank-you message telling them an advisor will be in touch — so nobody is left wondering whether the form actually worked.
If the meeting is later cancelled, the client gets both an email and a WhatsApp confirmation of the cancellation, and your team is notified too. Nothing is cancelled silently on either side.
Every meeting your team has booked — past, in progress, and upcoming — is listed on Schedulings, which is also where a meeting gets closed out.
Quick Replies
Quick replies are saved snippets your agents can drop into a chat with one click — useful for common acknowledgments, FAQs, or canned escalations.
For each preset you set:
- Name — short label your team will recognize
- Message — the actual text inserted into the chat
Quick replies are stored at the project level and visible to every agent on the team. They can be added and deleted, but not edited — to reword one, delete it and add it again.
Client Data Collection
The Client data collection card lets the assistant ask clients for their own details during the conversation, so your team isn't chasing a name and an email afterwards.
The master switch — Ask clients for their details — is off by default. Until you turn it on, the bot asks for nothing.
Choosing What to Collect
Underneath the master switch are eight details, each with two switches of its own:
| Switch | What It Controls |
|---|---|
| Collect | Whether the assistant may ask for this detail at all |
| Required | Keeps gently asking until the detail is captured. Without it, the assistant asks once, in passing, and lets it go. |
The eight details are Full name, Email, National ID (DNI), Country, Province / State, City, Gender, and Occupation.
How the Bot Asks
The restraint is built in, and it matters more than the field list:
- At most one detail per message — a conversation, not a form in disguise
- Never as an opener — the client's own question gets answered first
- Never twice — anything already on the client's record is not asked for again
- Never during a follow-up — re-engagement messages don't chase data
Two things hold true no matter how the switches are set: details a client volunteers on their own are always saved, and captured details never overwrite information your team entered by hand.
Every required field is one more thing standing between a client and the answer they came for. Start with the one or two details your team genuinely can't work without, leave the rest on Collect only, and add more once you can see it isn't costing you replies.
WhatsApp Templates
If you connect through the Meta Cloud API, WhatsApp policy requires a pre-approved template for any outbound message sent more than 24 hours after the client's last reply (see Setting Up the WhatsApp Business API).
The Templates card shows the templates registered for your project, along with the state of each one, and gives you a single action:
- Generate defaults — create the standard set of templates for every supported language in one click. Existing templates with the same name are not overwritten.
There is no template editor in Remo. You can generate the default set and review what exists, but writing a custom template or changing an existing one is done with your Remo account manager.
After you create a template, Meta has to approve it before it can be sent to clients. Approval typically takes a few hours to a couple of business days. The Templates card shows you the current state of each template.
If your project still uses WAHA (QR-code connection), templates aren't required — you can message clients freely. They're still useful as named snippets.
Device Messages (WAHA)
Sometimes a person on your team picks up the physical phone whose number was scanned into WAHA and answers a client straight from the handset. This card decides what the bot does when that happens.
Messages typed on the phone are always saved to the conversation, whichever option you pick, so the thread in Remo stays complete. The choice is only about the bot.
| Action | What It Does |
|---|---|
| Log only | Records the message and changes nothing else. The bot keeps replying as normal. |
| Pause AI for N minutes | Stops the bot's automatic replies for the window you set. This is the usual behaviour, and 30 minutes is the default. |
| Disable AI indefinitely | Stops the bot's automatic replies for that client until someone turns them back on. |
Two settings sit alongside the action:
- Pause minutes — how long a timed pause lasts, from 1 minute up to 10080 (one week)
- Cancel scheduled re-engagement — also drops any follow-up the bot had queued for that client, so a person stepping in doesn't get talked over an hour later
A timed pause ends when its window runs out — and also as soon as the client writes again, whichever happens first.
This card exists because a QR connection shares a real handset with your team. It doesn't apply to projects connected through the Meta Cloud API.
Third-Party Integrations
HubSpot
Sync deals and pipeline stages between Remo and your HubSpot account.
- Connect your HubSpot account (managed by an admin)
- Sync pipelines to pull HubSpot stages into Remo
- Assign a pipeline to this project so it becomes the default
- Configure stage actions — for each pipeline stage, choose what should happen in Remo when a client lands there (mark as movable, assign agent, mark as contractor, mark as lead, send a template, or do nothing)
Tokko Broker
If you operate in real estate and use Tokko Broker, this integration syncs property leads into Remo.
- Connect your Tokko account
- Test the connection
- Once connected, leads created in Tokko are routed into your project's Chats automatically
External Leads Webhook
Inject leads from any external system — your website, ad platforms, or another CRM — directly into the project. See the dedicated External Leads page for full details on how to use the webhook.
The Configuration card lets you:
- Customize the welcome message the bot sends when an external lead is imported
- Copy your webhook URL and bearer token
- Regenerate the bearer token if you need to revoke a leak
The welcome message also accepts variables, shown on the card as a row of copyable chips. Drop one into your text and it's replaced with that lead's own detail when the message goes out:
| Variable | What It Inserts |
|---|---|
{{firstName}} | The lead's first name |
{{name}} | Their full name |
{{email}} | Their email address |
{{country}} | The country recorded on the lead |
{{interest}} | What they said they were interested in |
{{utm_source}} | The traffic source recorded with the submission |
{{utm_campaign}} | The campaign recorded with the submission |
{{metadata.field}} | Any extra answer your form sent, addressed by its own field name |
A variable Remo can't fill is simply left blank. That's forgiving, but it means a sentence built around {{interest}} reads strangely when the form never asked for it — write copy that still makes sense with a gap in it.
Tips for a Strong Configuration
- Set realistic meeting durations and booking windows so clients don't pick slots your team can't honor
- Keep quick replies short — long canned responses defeat the point
- Turn on data collection with two fields rather than eight, and watch what it does to your reply rate before adding more
- If your team works from the physical phone, pick a device-message action deliberately — the default pause is a sensible starting point, not a decision someone made for your business
- Generate the default WhatsApp templates as soon as you connect to Meta; you'll need them for follow-ups
- Rotate the external-leads bearer token if anyone outside your team has had access to it