Snooze, close and reopen conversations

Use the buttons in the thread header to move a conversation through its life.

Snooze

Snooze hides a conversation until a time you choose. Select Snooze, then pick 1 hour, Tomorrow or Next week. The conversation moves to the Snoozed view and comes back when the time is up.

Snooze is useful when you are waiting on the customer or on a colleague.

Close

Select Close when the customer is helped. The conversation moves to Closed. Closing does not send the customer a message.

A conversation the AI agent answered and that nobody else touched, then closed, can count as an AI resolution.

Reopen

Select Reopen on a closed conversation to make it open again.