Snoozing conversations in AskVault
When to snooze
Snooze is for a conversation you need to come back to later:
- Waiting on internal action. Engineering is fixing a bug or finance is reviewing a refund, and you've told the customer.
- Scheduled follow-up. The customer asked to be contacted tomorrow.
Snoozing is different from resolving. Resolved means done. Snoozed means out of view until a set time.
Snooze is a poor fit for "waiting on the customer". A reply from the customer does not bring the conversation back early, so you could miss it until the timer ends.
How to snooze
One conversation. Open it in the Help Desk inbox and click Snooze 1h, or choose Snooze 1 hour from the conversation menu or the command palette.
Several conversations. Select them in the inbox and choose Snooze with 1 hour, 1 day or 7 days. The same menu has Unsnooze. Bulk actions cover up to 200 conversations at a time.
With a macro. A canned response can include a Snooze action with a number of minutes, so one click replies and snoozes.
Any other length. The dashboard offers only the lengths above. The workspace API accepts any number of minutes, or an exact date and time.
What snooze does
While a conversation is snoozed:
- It is hidden from the inbox list and the saved-view counts. It still exists, keeps its history and shows a Snoozed pill wherever it appears.
- Nothing else changes. Its state, assignee and AI pause are untouched. If the AI was answering, it keeps answering new messages.
- An SLA deadline keeps running. Snooze does not pause it.
When it comes back
A snoozed conversation reappears in the inbox when its snooze time passes. Open inbox tabs pick it up on their next refresh, within 10 seconds.
You can clear a snooze early with Clear snooze in the conversation, or Unsnooze in bulk.
A new message from the customer does not wake the conversation. The message is saved, but the conversation stays hidden until its time passes. There is no "until the customer replies" snooze.
Finding snoozed conversations
The inbox and saved views hide snoozed conversations, and there is no filter or saved view that lists them. Keep track of what you snooze, for example with an internal note or a tag.
Activity log
Snoozing and clearing a snooze are recorded in the conversation's activity log with who did it and the snooze time. There are no snooze webhooks.
Rolling out; not yet switched on. A snooze that ends because its time passed, or because the customer replied, will also be recorded in the activity log, and the teammate who snoozed the conversation gets an in-app notification linking to it. A snooze that ended more than an hour before this is switched on is recorded without a notification.
Limits
- Longest snooze from the dashboard. 7 days in bulk, 1 hour for a single conversation.
- Longest snooze by minutes. 30 days. Longer values are cut to 30 days.
- Plan availability. Snooze is part of the Help Desk, which needs Growth or above. Growth+
Common pitfalls
A customer reply sat unseen. The conversation was snoozed and the reply did not wake it. Avoid snoozing conversations that are waiting on the customer.
Snoozed conversations forgotten. There is no list of snoozed conversations. Tag them, or keep snoozes short.
Snooze instead of resolve. If the conversation is done, resolve it.
FAQ
Does the bot respond during snooze?
Snooze doesn't change that. If the AI was answering the conversation, it keeps answering. If a teammate had taken it over, the AI stays paused.
Can I be reminded when a snooze ends?
No. The conversation simply reappears in the inbox.
Can I snooze a conversation I haven't taken over?
Yes. Snooze and assignment are independent.