Snooze and prioritize conversations
Park a conversation until later with snooze, get it back automatically when the customer writes, and mark what really matters with priority.
An inbox only works if the Open tab holds what actually needs attention right now. Snooze moves the "later" out of the way, and priority makes the critical few stand out. Both live in the Conversations inbox on every channel.
Snooze a conversation
Snoozing parks a conversation until a time you pick.
- Open the conversation and click the Snooze button in the thread header.
- Pick Later today, Tomorrow morning, or Next week.
What happens next:
- The conversation leaves the Open tab and moves to the Snoozed tab. Your Open list stays clean.
- At the chosen time it returns to Open on its own, marked unread so it gets noticed.
- You can end a snooze early at any time with Unsnooze.
An inbound message always wakes a snoozed conversation immediately. If the customer writes before the snooze runs out, the conversation is back in Open right away. You cannot miss a reply because of a snooze.
Snooze several conversations at once by selecting them in the Open tab and choosing Snooze from the bulk actions.
Snooze is for "waiting on something": a customer who will reply tomorrow, a refund that lands next week, a question a colleague answers later today. If a conversation is finished, mark it done instead.
Set a priority
A conversation can be marked Urgent or High, or carry no priority at all.
- Set it from the priority control in the thread header.
- The priority shows on the conversation row in the list, so it stands out while scanning.
- Filter the inbox by priority through the Filters menu to work the urgent queue first.
Priority only helps if it is rare. If everything is urgent, nothing is. A good rule: Urgent means "drop what you are doing", High means "today".
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