Team Management

The Team section lets you manage the human agents on your team who handle conversations when the bot escalates a client to a real person.

Roles in Remo

Role	Permissions
Admin	Full access — all settings, analytics, configuration, and client management
Agent	Can view assigned conversations and send messages; no access to settings

Adding a Team Member

To add a new agent to your project:

1. Go to Team / Management in the left sidebar
2. Click Add Team Member
3. Enter their name and email address
4. Select their role (Admin or Agent)
5. They'll receive an email invitation to create their account and join

How Agent Assignment Works

The bot automatically assigns conversations to human agents in situations that require personal attention. When this happens:

1. The bot sends the client a brief message letting them know a team member will be in touch shortly
2. The conversation is flagged in the dashboard as Agent Assigned
3. The assigned agent receives a notification
4. The bot stops responding in that conversation — the human has full control

For more details on the exact conditions that trigger an agent assignment, see Agent Assignment.

Agent Response Window

You can configure how long an agent has to respond to an assigned conversation before a reminder alert is sent. This helps ensure clients are never left waiting too long. This setting is managed in the Configuration section.

Managing Your Team

From the Team page you can:

• View all agents and their currently assigned conversations
• Reassign conversations from one agent to another
• Remove a team member from the project
• Review agent response times — useful for performance monitoring

tip

For best results, ensure at least one agent is actively available during your business hours to handle escalated conversations promptly. The faster an agent responds, the better the client experience.