Snooze a conversation
Snoozing parks a conversation out of your Active inbox until you need it again. It’s the right move when you’re waiting on something — the customer to try a fix, a colleague to investigate, a scheduled follow-up time to arrive.
When to snooze
- Customer is testing a fix you suggested — A few hours
- Waiting on a teammate or specialist — Half a day or until tomorrow
- Scheduled follow-up (“check in next week”) — The exact day / time
- Customer is asleep (different timezone) — Until their morning
- You promised an update by Friday — Until Friday
If you find yourself snoozing for “indefinite” reasons — “in case they come back later” — that’s usually a sign you should mark Done instead. Done already handles “in case they come back” for you.
How to snooze
- Open the conversation
- Press
Z(or click the Snooze button) - Choose a duration:
Pick a quick preset (1 hour, 4 hours, Tomorrow, Next week, 2 weeks, 1 month)
Type a natural-language duration:3 days,tomorrow morning,next Friday at 10am - Confirm
The conversation moves to the Snoozed tab and disappears from your Active queue.
Your workspace may limit snoozing. If snooze is disabled in Settings → Conversation handling, the Snooze button is hidden and pressing Z does nothing. If your workspace has a maximum snooze duration, quick presets longer than that limit are hidden.
Admins can change these workspace snooze settings in Settings → Conversation handling.
Two ways snooze ends — whichever comes first
Snoozes don’t lock the customer out. Two triggers bring the conversation back to Active:
- Timer expires — the snooze window you set runs out
- Customer replies — a real customer sends a new message
Whichever happens first. So if you snooze a conversation for 3 days and the customer writes back in 30 minutes, the conversation is back in your Active queue immediately. You don’t miss them.
Email is the one exception: when Detect automatic replies and Keep closed conversations closed are both switched on in the email channel settings, an automatic reply (an out-of-office or a bounce) is filed without waking the snoozed conversation. With Collapse them in the conversation on as well, it is folded away in the thread.
This is the key difference between a snooze and a “schedule message later” feature in other tools — snooze is about waiting, and the customer always wins.
Natural-language durations
The snooze input accepts loose phrasing:
1 hour— One hour from nowtomorrow morning— Tomorrow at the start of your daynext Monday— Next Monday at the start of your day3 days— 72 hours from nowFriday 4pm— This Friday at 4pm (or next Friday if it’s already past)9am— The next 9am in the agent’s current browser timezone — usually tomorrow morning if 9am has already passed todaytomorrow at 9am— Tomorrow at 9am in the agent’s current browser timezoneend of day— Today at end-of-day in your timezone
Typed clock times in the Snooze dialog use the agent’s current browser timezone. A bare time that has already passed today resolves to the next occurrence, typically tomorrow morning. Quick preset buttons keep their existing behavior.
If your workspace has a maximum snooze duration, typed times beyond that limit are rejected with an error. Choose a shorter duration or ask an admin to review the snooze settings in Settings → Conversation handling.
Where snoozed conversations live
In the Snoozed tab. The list shows:
- The original conversation row
- A countdown / “snoozed until” timestamp
- Who snoozed it and when
You can still open snoozed conversations to read, reply, or add internal notes. Replying does not wake the conversation — mark it active if you are picking it up now.
Cancelling a snooze
To bring a snoozed conversation back early, open it and click Mark as active (or press D). Replying does not wake it, and there is no bulk wake-up: bulk-selecting rows in the Snoozed tab offers Mark as done, not a return to Active.
Patterns for using snooze well
The follow-up hook
When you reply with “Try X and let me know” — snooze for a sensible window (24-48 hours). If the customer comes back sooner, great. If they don’t, the conversation reappears as a reminder to follow up.
The waiting-on-team handoff
When a specialist team needs to investigate, snooze for the SLA window you have with that team. The conversation reappears as your reminder to chase if they haven’t responded.
The customer-is-asleep timer
Customer wrote at 11pm their time and you’re answering during your morning. Snooze the reply until their workday starts so it doesn’t ping them at 4am.
Snooze and SLA
Snoozing does not stop an SLA policy clock: a snoozed conversation is still evaluated for breach, and the only pause a policy offers is outside the opening hours attached to it. Check your specific policy in SLA risk states before assuming snooze stops the clock.
Either way, snooze is for waiting, not hiding. A conversation that needs an answer doesn’t get easier to handle because the snooze timer has hidden it for a few days.