Snooze
Set a conversation aside and have it come back when you need it.
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.
Snooze a conversation
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.
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.