Customize snooze options

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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Snoozing a conversation allows you to specify when the conversation will return to an Open status. You can customize the options a user will see when they select Snooze Conversation while viewing a conversation.

Who can access this feature?
User typesAdmins can access the Conversation Status page.


In this article

Change a snooze status

You can disable a users ability to set a custom snooze time or snooze a conversation until a customer replies.

  1. Go to Settings  > Workspace > Conversation Status.
  2. Select the Snooze tab.
    The following options are available:
    • Custom Snooze Time allows a user to select the Pick a Date & Time option and snooze a conversation until a custom date and time.
    • Snooze Until Reply allows a user to select the Customer Reply option, which snoozes a conversation until a customer replies with another message.

Add a custom snooze option

You can add up to 5 custom snooze options to the Snooze Until menu.

To add a custom Snooze option:

  1. From the Snooze tab, Select Add Snooze.
  2. Enter a name for the new snooze option. For this example, we will create a 24-hour option.
  3. Select an option from the Snooze Type drop-down menu:
    1. Relative if the snooze expires after a specific amount of time has passed. For this example, the snooze will expire 1 day after the snooze is set.
    2. Dynamic if you want the snooze to expire at a specific date and time, such as on Fridays at 12pm.
  4. For this example, select Relative.
  5. Enter the time you want to pass before the snooze expires. Since we are creating a 24-hour snooze, enter 1 day.
  6. Select Create.

Your custom snooze options will appear as options when they snooze a conversation.

Note: When you create a 24 hour/1 day snooze, you will have a Send -> Snooze (1d) option available when you respond to a message, and allows you to send a message and mark it snoozed for 24 hours. For more information, see Send a reply.