How Do I Use Snooze?

Introduction

When you're done with a conversation there a two options to close the conversation. Archive it or snooze it.

Determine the Need to Snooze

You use the snooze option when the conversation requires a follow-up. Either from yourself, a colleague or from the customer. Follow-up actions can be that you will inform the customer when you have a reply from an colleague or an external partner but it could also be that you want to follow-up on a proposal you've send to the customer.

When you snooze a conversation you have to setup a snooze time and an in inbox time. The difference between the in inbox time and the snooze will determine the new response time.

Set Up Snooze Time
This is the new time that the conversation will be marked as too late, meaning the Service Level Agreement (SLA) for that conversation has expired. When the conversation reopens in the inbox, it will be sorted based on this snooze time.

• Example: If you have two conversations requiring responses before 14:00 and 16:00 today, and you snooze a conversation for 15:00, it will appear between those two in your inbox.

Set Up In Inbox Time

This determines when the conversation will be reopened and placed back in the inbox if it hasn't been reopened earlier. A conversation can be manually transferred from the snooze box by a user or will reopen when the customer sends a new message. Note that internal messages do not trigger reopening.

• The in inbox time must be set before the snooze time.

Follow up

Once a conversation reaches its 'in inbox' time, the conversation will reapear within the personal and team inboxes. The conversation will now be placed in the "follow up" category. This means that it requires you attention, as the SLA will now start running again. To quickly identify conversations the need to be followed up, the 'Follow up counter' in the personal and team inbox will indicate if any conversations have this state.