Snoozing conversations

Snoozing moves a conversation out of your open queue so it stops cluttering your view, then brings it back when you are ready to deal with it. It is the right tool when a thread is real but not actionable right now: you are waiting on the customer, on a supplier, or on something that will not happen until later in the week.

How do I snooze a conversation?

1. Open the conversation you want to set aside.
2. Find the status control near the top of the conversation.
3. Set the status to Snoozed.
4. If you want to remind yourself when to revisit it, set a Snooze until time. This is the date and time you plan to come back to the thread.

You can also snooze several conversations at once: select them in the conversation list and choose the snooze action on the selection.

Where does a snoozed conversation go?

A snoozed conversation drops out of your Open and Pending lists, so it no longer competes for attention with active work. It is not gone. It moves to the Snoozed view, where you can find every conversation you have set aside. Filter to Snoozed any time to see what is parked and the time you set on each one.

When does a snoozed conversation come back?

Two things bring a snoozed thread back into the open queue:

• The customer replies. A new inbound message reopens the conversation automatically, so a customer who follows up never gets stuck behind your snooze. It returns to Open with the new message waiting.
• You reopen it yourself. Open the conversation from the Snoozed view and set the status back to Open. The Snooze until time you picked is your reminder of when to do this, which is why checking the Snoozed view as part of your routine matters.

Snooze, resolve, or pending: which one?

• Snooze when the conversation is still open business but you do not need to look at it until later. It leaves your queue and comes back on a customer reply or when you reopen it.
• Resolve when you are done. The conversation closes. If the customer replies within your inbox reopen window, the same thread reopens instead of starting a fresh one. See the conversation overview for how statuses fit together.
• Pending when you are actively waiting on the customer but want the thread to stay visible in your working view rather than disappear.

Tips for using snooze well

• Always set a time. A snooze with no Snooze until is easy to forget. Pick the day you actually expect to act.
• Leave a note first. Drop a private note explaining what you are waiting for, so future-you (or a teammate) knows why it was parked.
• Sweep the Snoozed view. Check it on a regular cadence so nothing you set aside quietly goes stale.