You and your teammates should snooze any conversation that’s still active, but temporarily on hold. For example, when you’re waiting on more information from a customer or another teammate, you can snooze the conversation until they reply.
Snoozing a conversation will temporarily remove it from your open conversations list for a set period of time. Then, when the snooze period ends (or if someone replies) the conversation will reopen, reminding you to follow up.
Snooze helps you streamline your workflow, so you can work on pressing issues first.
How to snooze a conversation
1. To snooze a conversation, use Z or click the moon icon in the top right hand corner.
2. Then choose how long you’d like your conversation to be snoozed for.
If you want to snooze the conversation until a specific date, click on 'Custom' and select a date and time from the calendar.
Note: The "Snooze until tomorrow" option always defaults to 9:00 AM in the workspace timezone. This can't be changed via office hour settings, to snooze until a different time, select the Custom option.
When does a snoozed conversation automatically reopen?
A snoozed conversation automatically reopens when:
The snooze time period you’ve specified is over. — When a conversation reopens, we’ll show you when the conversation was snoozed and at what time it re-opened. The time is displayed in your local timezone, so may appear differently to different teammates.
A customer or teammate replies to the conversation.
An attribute is updated by someone other the assigned teammate.
An attribute is updated on an unassigned conversation or ticket.
Note: If you send a reply message in a 'snoozed' conversation that's assigned to you, it will not automatically 'unsnooze'/reopen the conversation.
If someone else sends a reply, adds a note, or updates an attribute in a 'snoozed' conversation assigned to you, it will be automatically 'unsnoozed'/reopened.
If you’d like to re-open the conversation, you can do so manually.
Additionally, if a ticket is linked to a conversation, ticket activity will cause the conversation to 'unsnooze'.
Admins can limit what wakes a snoozed conversation
In Settings > General, under "Control unsnoozing and reopening," you can turn on Prevent internal notes from unsnoozing conversations and/or Prevent assignments from unsnoozing conversations to stop those two specific triggers. A customer reply and the snooze timer expiring will always still unsnooze the conversation, and both settings are off by default. They sit alongside the existing back-office ticket state setting, so all your unsnooze controls live in one place.
Should I snooze or close a conversation?
You should snooze a conversation after each message you send, until the conversation has been fully resolved. For example, snooze a conversation if you’re waiting on an answer from a customer or a teammate.
You should only ever close a conversation when it’s been fully resolved for the customer.
Note: Closing a conversation at the right time helps ensure your team's Conversations closed rate displays accurately in your inbox reports.
Snooze from a macro
You can add a snooze action to a macro so a conversation is automatically snoozed when a teammate runs it — no extra steps needed.
How to add a snooze action to a macro
Open the macro editor and add a Snooze action.
Set the duration — for example, 3 days and 6 hours.
Save the macro.
Note: The duration is always calculated from the moment the macro runs, not when it was created. Macros support duration-based snooze only — you can't set a fixed date or time.
Snooze conversations in bulk
You can snooze multiple conversations at once from your inbox list view, table view, or search results.
How to bulk snooze conversations
Select the conversations you want to snooze by clicking the checkboxes next to them. To select every conversation matching your current search or filter (up to 10,000), use Select all matching from the Command-K (
⌘K/Ctrl-K) menu.In the bulk action bar, click Snooze. Alternatively, open the quick-action menu using
⌘K/Ctrl-Kand select Snooze.Pick a preset duration or set a specific date and time to apply to all selected conversations.
Note: Bulk snooze appears alongside close, assign, and tag in both the bulk action bar and the ⌘K / Ctrl-K quick-action menu.
Sort by snooze time
A new sort option lets you order your inbox by when snoozed conversations are due to return.
Click Sort by in your inbox and select Snooze time. In table view, you can also click the snooze time column header to sort.
Conversations that aren't snoozed sort to the bottom of the list.
Manage your snoozed conversations
To view your snoozed conversations, click the status dropdown at the top of your inbox list and select Snoozed.
Snooze conversations on the move
If you have the Intercom Conversations app, you can easily snooze a conversation while you’re on the move.
Just tap the info icon at the top right hand corner of your screen, then select Snooze conversation.
To manually reopen a conversation just select the info icon and select Reopen conversation.
Note: If you add a note in a 'snoozed' conversation that's assigned to you, it will not automatically 'unsnooze'/reopen the conversation.
If you send a reply, add a note, or update an attribute in a 'snoozed' conversation assigned to someone else, the conversation will be automatically 'unsnoozed'/reopened.
Best practices for snoozing conversations
Be transparent
If you’re waiting for an answer from a teammate or trying to investigate an issue yourself, you should let your customers know when you’ll get back to them, before snoozing the conversation.
Streamline your workflow
Before you close a conversation, proactively ask your customer if it has been resolved, then close it as quickly as possible once it has. To save time, you can use TextExpander to create a ‘sign-off snippet’ to use again and again. Say something warm and friendly like, ‘Let me know if I can help with anything else.’
If you’re waiting for a customer to reply, it’s best to snooze the conversation until tomorrow. Then, when the conversation re-opens the next day you’ll be reminded to follow up. Your customer will appreciate the extra effort you’ve put in to ensure they get the help they need.
We recommend looking at your snoozed conversations once a day, and following up with customers who haven’t responded yet. To save time, create a follow-up macro, personalizing it for each customer.
Know when to close conversations
If a customer hasn’t replied to a snoozed conversation in a week, it’s possible that they’ve already found a solution to their problem. In that case, it’s okay to close the conversation. It will automatically re-open if the customer replies.
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