Snooze conversations

Snooze from the status menu

1. Open the conversation and click the status button in the header. It shows the current status, for example Open.
2. Pick Snoozed. The menu switches to Snooze until.
3. Click one of the preset times, or set your own under Pick a date and time and click Snooze.

The status button now reads Snoozed until and the time, and the timeline shows Snoozed by and your name.

Snooze while you reply

1. Write your reply in the reply box.
2. Click the arrow next to the send button (More send options).
3. Pick Send and snooze, then one of the preset times.

Your reply goes to the customer first, then the conversation is snoozed. This menu offers the presets only. For your own date and time, send the reply and use the status menu. A private note has a single Add Note button without these options.

The preset times

• In 1 hour
• In 3 hours
• Tomorrow morning: 9:00 on the next day, in the time zone of your computer.
• Next week: 7 days from now, at the same time of day.

Your own time can be any day from today on, with times in steps of 15 minutes. A time that has already passed shows Pick a time in the future.

When a snoozed conversation comes back

• At the time you picked. The conversation goes back to Open by itself. Deskwoot checks for due snoozes every 5 minutes, so it can show up a few minutes after the exact time. It stays assigned to the same person and moves to the top of the list when you sort by Newest first.
• When the customer writes. A new message from the customer wakes the conversation right away, on every channel: email, live chat, WhatsApp, Telegram, SMS, LINE, X and the REST API. The message goes into the snoozed conversation, and the timeline shows Reopened by the customer's reply. An automatic email reply, such as an out of office, is added to the conversation but does not end the snooze. The conversation stays with the same person if they are there. If they are Away or Offline, or Deskwoot has not been open on any of their devices for 5 minutes, it goes to a teammate who is online instead, see Auto assignment and round robin.
• When you reopen it. Pick Open in the status menu at any time.

Change or end a snooze

Open the status menu of a snoozed conversation. The Snoozed entry shows the current time and Change the wake-up time. Click it and pick a new time, and the timeline shows Snooze extended to with the new time and your name. To end the snooze now, pick Open.

Find your snoozed conversations

The list starts with Open & Pending, so snoozed conversations are not in it. Pick Snoozed in the status filter at the top of the list to see them, or All statuses to see everything. The numbers next to the folders in the inbox panel count open and pending conversations only (a saved view counts with its own status). See Inbox folders.

Snoozes without a picked time

An automation rule or a macro can set the status to Snoozed as well, and so can the status picker in the phone app. These snoozes have no time picked by a person, so they last 24 hours and then the conversation comes back as Open.

Frequently asked questions

Does the customer see that I snoozed the conversation?

No. Snoozing is only visible to your team. The customer gets no message, and the chat widget shows no line about it.

What happens when the customer writes while the conversation is snoozed?

The new message goes into the snoozed conversation and wakes it right away, on every channel. It comes back as Open, assigned to the same person while they are there, and no second conversation is opened. An automatic email reply, for example an out of office, is added to the conversation, but the conversation stays snoozed until the time you picked. Deskwoot recognizes automatic replies in email only, so an away message on WhatsApp or another chat channel wakes the conversation like any other message.

Who gets the conversation when it comes back?

When it wakes at the time you picked, the same person it was assigned to before. It shows up again in their Mine folder. When the customer's reply wakes it, it stays with that person only while they are there. If they are Away or Offline, or Deskwoot has not been open on any of their devices for 5 minutes, the conversation goes to a teammate who is online, with a private note that says who had it. Busy keeps it.

Does a snoozed conversation count toward my conversation limit?

No. Only open and pending conversations count, so a snooze frees your slot and auto assignment can give you a new conversation.

Can I pick a snooze time in the phone app?

No. Snoozed in the phone app's status picker always snoozes for 24 hours. To pick a time, use the dashboard in your browser.

Why can't I change the status?

Your role needs the permission Manage conversations (assign, resolve, reopen). Without it, the status button is locked and says Your role can't change this conversation, and the Send button has no Send and snooze.

Can I snooze several conversations at once?

No, neither in the dashboard nor in the phone app. The bulk actions in the dashboard are Resolve, Assign to me, Set to pending, Reopen, Unassign, Mark unread, Mute or Unmute, and Delete (see Filters and saved views). The phone app can resolve, set to pending or change the priority. Snooze each conversation from its status menu.

How is snoozing different from pending and resolved?

Snoozed hides the conversation until a time you pick. Pending keeps it in your list while you wait on the customer. Resolved marks it as done. See the conversation overview for how the statuses fit together.