Agents & Team
Communication → Agents is where you manage your own availability and contact details, see the chats currently routed to you, and check how work is spread across the rest of the team.
What's on the Agents Page
The page is built around you first, then the team:
- My role — the role you hold on this project: Owner, Admin, Agent, or Member. It's shown here so you can see at a glance why you can or can't do something.
- Available for new chat assignments — a toggle. Turn it off to stop receiving new client assignments; chats already assigned to you stay with you. Use it when you go into a meeting, finish your shift, or take a day off, so the bot routes new escalations to someone who can actually pick them up.
- My contact phone — the number the bot uses to reach you when a client asks for a human. Keep it current; if it's wrong or empty, the handoff notification doesn't land where you'll see it.
- My assigned chats — the conversations currently routed to you, so you can open your own queue without hunting through Chats.
The All Agents Table
Below your own settings, the All agents table gives you the team view:
| Column | What It Shows |
|---|---|
| Agent | The team member's name and email |
| Status | Whether they're taking work — Available means their availability toggle is on and they can receive new assignments, Unavailable means they can't |
| Last assignment | When a chat was last routed to them, which is the quickest way to spot who's been idle and who's been buried |
Each row also shows how many clients are currently assigned to that person, and carries an Agent switch so an admin can decide who answers chats at all.
An agent who leaves the toggle on but doesn't act keeps getting new clients — and the chats sit unanswered until they're reassigned. Turning the toggle off is the honest signal, and it costs nothing to turn back on.
Roles in Remo
Every team member has a role that determines what they can see and do:
| Role | Permissions |
|---|---|
| Owner | The user who created the project. Full access to everything, including deletion and ownership transfer. |
| Admin | Full access — settings, analytics, configuration, billing, and team management. |
| Agent | Sees and replies to chats they've been assigned. Cannot edit project-level settings. |
| Member | Read-only access to shared chats. Useful for observers, trainees, or stakeholders. |
Visibility by Role
| What an agent sees | Owner / Admin | Agent | Member |
|---|---|---|---|
| All chats | ✓ | Only assigned | All shared chats (read-only) |
| Assign chats to others | ✓ | — | — |
| Edit project settings | ✓ | — | — |
| Delete the project | ✓ | — | — |
| Buy credits / view usage | ✓ | — | — |
Adding a Team Member
Adding someone is a search-and-add, not an email invitation:
- Open the Team section on the Management page
- Search for the person by name or email
- Add them to the project
- Set what they can do with the Agent and Available switches, and grant admin rights if they need them
There is no email invitation flow. The person must already have a Remo account before you can add them — searching will not find them otherwise. Ask them to sign up first, then add them. Once you do, Remo emails them to say they've been added.
Roles are not a single dropdown. Owner, Admin, Agent and Available are independent switches, so someone can be an admin who never receives chat assignments, or an agent with no administrative rights.
What Admins Can Do
Beyond their own settings, admins can:
- Reassign chats between agents
- Turn the Agent switch on or off for anyone, deciding who answers chats
- Turn someone's Available switch off, so they stop receiving new assignments
- Remove a team member from the project — they're notified by email when you do
Assigning Chats to Agents
Admins assign individual chats to agents from the conversation's details panel on the Chats page, using Assign and Unassign. Assigning by hand notifies the agent the same way an automatic handoff does.
Once assigned, an agent sees the chat in My assigned chats and is responsible for replying. The bot continues to handle other chats normally.
How Agent Assignment Works
The bot can hand a conversation to a human in situations that need personal attention — a client asking for a person, a contractor being detected, or the AI judging that a human should take over. When that happens:
- The bot sends the client a brief message letting them know a team member will be in touch shortly
- The chat is routed to the available agent with the fewest assigned clients, so work spreads evenly rather than piling onto whoever is listed first
- If nobody is available, the admins are notified instead, so the client isn't left waiting on a queue no one is watching
- The assigned agent is notified, and the conversation is flagged in the dashboard as Agent Assigned
- The bot stops responding in that conversation — the human has full control
If the assigned agent doesn't act within 12 hours, the chat is reassigned to another agent automatically. Nothing is silently dropped, but a slow pickup does cost the client half a day.
For the full list of what triggers a handoff and what the client sees, see Agent Assignment.
Have at least one agent Available during business hours so escalated chats are picked up quickly. The faster the response, the better the client experience — and the better the bot's analytics will look.