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The Experts settings page contains the people and AI personas that represent your organization in Remark. Use this page to generate agents, review their profiles, manage organization experts, and choose which expert is featured in the chat widget. To route handoffs to a group of experts, add them to a team.

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Browse experts

Open Settings and select Experts to view the Agents and Organization experts sections. Search by name or email to find a specific profile. Each agent card can show its approval status, CSAT, attributed revenue, and whether it is featured. Each organization expert row shows whether the person is available to chat, along with their chat count and CSAT. Experts who are available to chat appear first. Select an agent or organization expert to open the full profile.

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Generate an agent

  1. Open Settings and select Experts.
  2. In the Agents section, select Generate agent.
  3. Choose a Gender preference.
  4. Optionally enter Additional context to guide the generated profile.
  5. Select Generate agent.
Additional context can describe the experience, product category, activity, or customer needs the agent should reflect. For example:
Remark generates the agent’s profile information, profile photo, and gallery photos. Generation usually takes about a minute.

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Review and approve an agent

A generated agent is added to the Agents section with a Pending review badge. It cannot communicate directly with customers until it is approved. To approve the agent, open its profile and select Approve. The button includes the agent’s first name. If you have unsaved edits, the button reads Save & approve and saves them before approving. To archive the agent instead, select Deny on its profile, or select Archive from the actions menu on its card. To restore an archived profile, select Archived on the Experts page, then select Restore. If you archive the last agent that auto-responds to chats, the Dashboard asks you to confirm. AI auto-response then pauses until you generate or approve another agent. While it is paused, new chats go to your other approved experts. If you have no other approved experts, the chat widget shows “No experts available” to customers.

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Manage a profile

Use the Preview panel while editing to check the shopper-facing result before saving. For generated agents, select Generate images or Regenerate images to create a new profile photo and gallery. You can add optional context to guide the new images. You can also upload, replace, remove, or individually regenerate gallery photos. A profile can have up to eight gallery photos.

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Understand profile stats

Each profile shows the expert’s chat count in its header. The Performance section below it shows metrics for the date range you select, starting with the last 30 days. These are expert-level metrics. Use the Inbox to inspect the conversations behind the results.

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Use Ask Remark

If Ask Remark is available in your workspace, it can help manage expert profiles from the Dashboard. Ask it to:
  • Find and summarize an expert profile
  • Update an expert’s name, tagline, bio, location, or work experience
  • Generate an agent with a gender preference and optional context
  • Check the status of an agent generation request
Ask Remark asks for your approval before it updates a profile or starts a generation request. After it starts a request, it can check whether the request is queued, generating, completed, or failed. The completed agent still requires review and approval before it can communicate with customers.

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Test an agent

  • Use the Playground to test an agent in shopper scenarios, including an agent that is still pending review.
  • Use the Inbox to review the agent’s live conversations and outcomes.