Chat window and functionalities
Reply to customers, insert saved replies and documents, and snooze conversations you can't act on yet.
The chat window is where you read and reply to a conversation. The composer at the bottom holds the reply box and the actions that go with it — canned responses, documents, emoji, and voice notes. The header carries conversation-level actions like snooze and resolve.
Insert a canned response
Canned responses are pre-written messages you insert with a few keystrokes — shipping info, return policies, greetings. Your whole team shares one library, so answers stay consistent.
1. Click into the reply box
Put your cursor where you want the text to land.
2. Type /
Type / at the start of a line or right after a space. The menu opens with a parent action called Insert Canned Response, and your organization's canned responses listed under it.
3. Search and select
Start typing to search by Title, then select a response. Cloodot inserts its full content at your cursor.
Edit or personalise the text before sending — add the customer's name, order details, or context so the reply doesn't feel robotic. Two minutes of typing becomes five seconds.
Create and manage the library itself under Presets → Canned Responses.
Send a document
Upload PDFs, images, price lists, and policy documents once, and send them in any conversation without hunting for the file.
1. Click the Document button
It sits in the composer, under the reply box. The Insert Document command menu opens.
2. Find the document
Search or scroll by Title or Description.
3. Select and send
Cloodot attaches the file to the current message. Add extra text before sending if you want.
This way agents reuse approved documents — FAQs, policies, catalogues — without re-uploading every time.
Automatic AI document sending
Your AI agent can send documents on its own. It matches each document's Title and Description against what the customer is asking, and attaches the file directly in its reply when the question clearly matches.
Example:
- You upload "Product Catalog" with the description "Complete catalog of our products with images and prices".
- A customer asks "Do you have a catalog I can look at?"
- The AI agent recognises the match and sends the document automatically.
The clearer your titles and descriptions, the better the agent gets at picking the right document. Upload and manage documents under Presets → Documents.
Snooze a conversation
Snooze hides a conversation you can't act on right now and brings it back later — at a time you pick, or the moment the customer replies. It's the middle ground between keeping a chat Open (cluttering your inbox with something you can't move forward) and marking it Resolved (which says you're done).
Use it when you're waiting on a customer, blocked on another team, or want to deal with something tomorrow instead of now.
1. Open or select the conversation
Open the conversation, or right-click it in the list.
2. Click Snooze
Click Snooze (the clock icon) in the conversation header, or choose Snooze from the right-click menu.
3. Choose when it comes back
Pick a quick option — Later today, Tomorrow, or Next week — or choose Custom to set an exact date and time.
The conversation leaves your Open inbox right away and sits in the Snoozed tab until it wakes. It stays assigned to whoever owned it — snoozing never hands it off.
When a snoozed conversation comes back
A snoozed conversation returns to Open on whichever of these happens first:
| Trigger | What happens |
|---|---|
| The time you set arrives | The conversation moves back to Open. |
| The customer replies | A new message wakes the conversation early and cancels the snooze — so you never leave a waiting customer sitting in Snoozed. |
Either way it returns to the same assignee, so it lands back with whoever set it aside.
You get notified when the timer wakes it
When a snooze ends on the time you set, Cloodot notifies the assignee — the person who set the conversation aside — so it doesn't quietly slip back into Open unnoticed. The alert links straight to the conversation.
This rides on your Conversation status changes notification setting, so you control how it reaches you (browser push, in‑app, or both) under Notification Triggers. If the conversation was snoozed while unassigned, everyone who has that setting on is notified instead.
A couple of details:
- This is for the scheduled wake. The snooze‑ended alert fires when the time you set arrives. If the customer replies first, the conversation reopens early as described above.
- AI-handled conversations don't send a snooze alert. If your AI agent owns the conversation, it just resumes silently when the snooze ends.
A reply from you or a teammate doesn't wake a snoozed conversation — only a new message from the customer does. That way you can send a note and re-snooze without it bouncing straight back.
Finding snoozed conversations
Switch to the Snoozed tab at the top of the conversation list to see everything you've set aside. You can open a snoozed conversation at any time and reply, re-snooze it, or resolve it without waiting for it to wake on its own.
Snooze and your AI agent
If your AI agent is handling a conversation, snoozing pauses it — without unassigning it or turning it off. While the conversation is snoozed the AI won't send automatic replies; it stays attached and waits. When the conversation wakes — at the time you set, or early on a customer reply — the AI resumes as normal.
Snooze vs. Resolve
Both clear a conversation out of your Open inbox, but they mean different things:
| Snooze | Resolve | |
|---|---|---|
| Says | "Not now — remind me later" | "This is done" |
| Comes back on its own? | Yes, at the set time | No |
| Comes back if the customer replies? | Yes | Yes, it reopens |
| Best for | Waiting on a reply, following up later, blocked work | Issues that are fully handled |
Reach for Snooze when a conversation still needs you but not yet. Save Resolve for when the work is finished.
Quick actions
You can snooze without opening a conversation — right-click any conversation in the list, or use the command palette (Cmd+K / Ctrl+K) and choose Snooze conversation. To wake one early, use Open from either menu to move it back to Open immediately.
Related topics
- Chat sidebar — Labels, custom fields, and conversation context
- Sessions — Review past interactions and their summaries
- AI Agent — How your AI agent handles conversations
- Workflows — Automate conversation management