How to Snooze Conversations

Snoozing a conversation allows you to set a specified date and time for the conversation to reappear in Unassigned/Assigned with an Active Status. Conversations currently Snoozed appear in the Later folder and do not appear in Unassigned, Mine, Assigned, or Team folders.

How Snooze Works

There are three ways to initiate a snooze for a conversation:

Select Snooze from the header of a conversation or use the keyboard shortcut B

Select Snooze from the reply editor

Select one or more conversations from any inbox list view, then choose Snooze or use the keyboard shortcut B

Choose the time you wish to reactivate the conversation. Select from the initial options or type in an exact date. Use phrases such as Tomorrow, Next Week, This Friday, etc. to have the calculation done for you.

Tips for Success

Add a note to a conversation when you snooze it to provide context to teammates on why you snoozed and what follow up looks like.

Pro-tip: Tag teammates in the note if you'll need others' help.

Assign conversations to the person who will need to complete the follow-up when you snooze it. Choose Me if that will be you!

Snooze Settings

Click the dropdown on the right to choose how the snooze persists.

If no reply — if a customer replies, the snooze is cleared. This is the default setting.
Regardless — regardless of whether a customer replied, the snooze persists on the conversation

In both cases, if a customer replies to a snoozed conversation, the status changes the to Active if it's not active already.

How to Clear a Snooze

On the chosen snooze date and time the conversation reappears with an Active status if not already Active. The conversation assignment does not change.

Setting a snooze on a conversation does not change the status. Change the status as needed while the conversation is in the snoozed state. It will become Active, if its not already, once the specified date and time of the snooze is reached or if a customer replies.

Note: The snooze state is automatically removed if the conversation is moved to a different Inbox.

You can also clear a snooze manually before the snooze time and date. The snooze button will be highlighted in purple if there is a snooze set on the conversation.

1: Click Snooze or use the keyboard shortcut B.
2: Click Remove snooze.

About the Later Folder

Any conversations that have a snooze date and time set on them appear in the new Later folder. This folder is dynamic and only appears if a snoozed conversation or scheduled thread exists.

Snoozed conversations will continue to appear in Workflow Folders, Drafts, Needs Attention, Spam, and Closed folders.