See related
Customize snooze options
Last Update: Oct 2024 • Est. Read Time: 2 MINTo check plan availability, see the pricing page.
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 types | Admins 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.
- Go to Settings > Workspace > Conversation Status.
- 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:
- From the Snooze tab, Select Add Snooze.
- Enter a name for the new snooze option. For this example, we will create a 24-hour option.
- Select an option from the Snooze Type drop-down menu:
- 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.
- Dynamic if you want the snooze to expire at a specific date and time, such as on Fridays at 12pm.
- For this example, select Relative.
- Enter the time you want to pass before the snooze expires. Since we are creating a 24-hour snooze, enter 1 day.
- 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.