Snooze

What is Snooze?

Snooze is one of the statuses you can put on a conversation. It takes the conversation out of your queue now and puts it back at a time you choose.

Think of it as a reminder rather than a filing cabinet. You are not saying the case is finished, and you are not saying the ball is with the customer. You are saying I need to pick this up again at three o'clock.

How it works

Open the status picker at the top of the conversation, expand Snoozed, and pick a time. The conversation leaves your active queue and gets the status Snoozed.

When that time arrives, the conversation wakes up on its own and lands back in the queue as Needs next response. You do not have to do anything, and you cannot forget about it. It comes back by itself.

You can also pull a conversation out of snooze early at any point. Open it and pick a different status.

Note: A conversation always wakes as Needs next response, whatever status it had before you snoozed it. A brand new ticket you snooze from Needs first response comes back as Needs next response.

Your options

• 1, 2, 4 or 8 hours ⏱ Something you need to get back to later the same day.
• 24 hours 📅 You are giving a colleague, a warehouse or a carrier a full day.
• Tomorrow 09:00 🌅 You are wrapping up for today, but this one has to be in front of you first thing.
• Next Monday 09:00 📆 Something that only makes sense to look at after the weekend.
• Custom date & time 🗓 A real deadline: a delivery date, a return window, an agreed follow-up.

Times are calculated in your own timezone, so Tomorrow 09:00 means 09:00 where you are.

When to snooze

You are waiting on a third party, not on the customer. You have written to the carrier about a lost parcel, or to the warehouse about a damaged item. The customer has nothing to reply to. Snooze for 24 hours so you get it back and can chase if nothing has happened.

You promised the customer you would come back. "I will look into it and get back to you before the end of the day." Snooze for 4 hours so that you actually do.

You need to check that something went through. You have started a refund and want to confirm it landed. Snooze for 24 hours and take a look.

Something happens on a specific date. The customer has been told the item is back in stock on the 21st. Set a custom date to the 21st and follow up on the day, instead of hoping the customer writes in first.

You want to chase a customer who has gone quiet. You asked a question and got nothing back. Snooze until next Monday, and if it is still silent, send a friendly nudge or close the case.

You are interrupted mid-case. Snooze for an hour instead of leaving the conversation open and cluttering the queue.

When to pick something else

Snooze is not a way to tidy your inbox. If you reach for it because you would rather not decide, the case simply comes back later with a customer who has waited longer.

• Waiting for customer ⏳ If the ball is genuinely with the customer and there is nothing for you to do, this is where the conversation belongs. Reach for snooze only when you want a reminder to chase.
• Investigating 🔍 If you are actively digging into the case right now, use this. Snooze means "not right now".
• Done ✅ If it is resolved, close it. A snooze "just in case" only hands you a conversation tomorrow that you will close anyway.

Good habits

Leave an internal note before you snooze if there is something you or a colleague needs to remember. There is no field for a reason on the snooze itself, so the case can come back without anyone being able to see why it was parked. This matters most when a colleague picks it up while you are off.

Pick a realistic time. A one-hour snooze you do not get to is worse than a four-hour one you actually act on.

Re-snoozing is fine, up to a point. You can snooze the same conversation again if you are still waiting, and there is no limit. But if you are on the third or fourth round, that is usually a sign the case needs escalating rather than postponing.