Set a reminder to follow up with conversations that are on hold by snoozing them.
Written By Markus from Featurebase
Last updated About 1 month ago
Overview
You should snooze any conversations that are still active, but temporarily on hold. For example, when you’re waiting for a reply or more information from the customer or another teammate.
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.
Snoozing helps you keep your Inbox clean and focus on the most important issues at hand.
Good to know: Snoozing or closing a chat does not notify customers!
How to snooze a conversation
To snooze a conversation:
Click the 🌙 moon icon in the top right-hand corner
Choose how long you’d like your conversation to be snoozed for
Tip: You can type relative prompts like “next Monday” or “30 min” as well as exact dates like “June 5th”.
When do snoozed conversations automatically reopen?
A snoozed conversation automatically reopens when:
The snooze time period you’ve specified is over
A customer or teammate replies to the conversation
An attribute is updated by someone other than the assigned teammate
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.
Manage your snoozed conversations
To view your snoozed conversations, just click the ‘Open’ conversation status toggle on the Messages list and select Snoozed conversations:
Best practices for snoozing conversations
Snooze when waiting on a reply – If you’re waiting on the customer, snooze the conversation until tomorrow. You’ll get reminded to follow up, and they’ll feel taken care of.
Be transparent before snoozing – If you’re waiting on a teammate or still investigating the issue, let the customer know when you’ll get back to them.
Ask before closing – Before ending a conversation, ask if everything’s resolved. It keeps your inbox clean and your customer happy. You can use macros or AI replies to create a reusable snippet template.
Review snoozed conversations daily – Make it a habit to check snoozed threads once a day. Follow up with customers who haven’t replied yet – using a personalized macros or AI replies make it quick and thoughtful.
Know when to close it out – If there’s been no response for a week, it’s probably safe to close the conversation. Don’t worry – it’ll reopen automatically if the customer replies later.