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Snooze, resolve, reopen and close

Pause a conversation until later, mark it done, bring it back, or close it for good.

1 min read

Only the teammate who holds a conversation can snooze or resolve it.

Before you start

Every planNeeds: Conversations: Write

Snooze

Section titled “Snooze”

Snoozing hides a conversation until a time you choose. It comes back to Open on its own when the time is up, or sooner if the customer writes.

  1. Open the conversation.
  2. Click Snooze at the top.
  3. Pick a time, or Until I resume.

Snoozed conversations are under Snoozed in the list. To bring one back early, open it and click Resume.

Your workspace sets the snooze times on the Conversation Lifecycle page.

Resolve

Section titled “Resolve”

Resolve a conversation when the customer’s question is answered.

  1. Open the conversation.
  2. Click Resolve.

Resolved conversations move to Done. If the customer writes again, the conversation can open again.

Reopen

Section titled “Reopen”
  1. Under Done, open the resolved conversation.
  2. Click Reopen.

Close for good

Section titled “Close for good”

Closing is permanent. A closed conversation can’t be reopened. If the customer writes back, a new conversation starts.

  1. Resolve the conversation first.
  2. Click More actions, then Close conversation.
  3. Confirm with Close conversation.