Snoozing conversations

Snoozing pushes a conversation out of your active queue by flipping its status to snoozed. It disappears from the All and Mine filters. It stays out until somebody manually unsnoozes it, or until the customer replies and the post-ingest pipeline brings it back to open.

In v1, snooze is a status, not a scheduler. There is no "wake at 9am Tuesday" timer.

How to snooze

Open a conversation. In the status row at the top of the thread, click Snoozed. The conversation drops out of the active filters immediately. The status badge updates so anyone who opens it sees that it's parked.

To bring it back, open the conversation and click Open (or any other status). It returns to the active filters.

When the customer replies

If the customer sends a reply on a snoozed conversation, the post-ingest pipeline flips the status back to open automatically. The conversation reappears in the inbox, the assignee gets the standard new-message notification, and the customer's message is at the top of the thread.

You won't miss a customer message because of a snoozed status. Snooze means "I'm parking this on my own initiative" — it isn't an invitation to ignore inbound.

When to use snooze vs pending

Pending says "I am waiting on the customer." It's the right tool when you've replied and the ball is in their court.

Snoozed says "I am parking this for now." It's the right tool when neither side is actively waiting — you've decided to come back to it later, regardless of whether the customer writes again.

A practical rule: if your next action is "wait for the customer," use Pending. If your next action is "remember to follow up myself," use Snoozed and put a reminder somewhere outside Ochre (your task tracker, a calendar event) that points back at the conversation URL.

Snooze and SLA

Time spent in snoozed doesn't extend the SLA breach window — sla_breach_notified_at is stamped when the cron next sees an open conversation older than the target. A snoozed conversation isn't open, so it doesn't accumulate breach risk while parked. When you unsnooze (or the customer replies), if there's no first_response_at yet, the breach window is computed from the original created_at.

Visibility while snoozed

Snoozed conversations don't appear in All or Mine. They're searchable. If you need to find one, use Search or scroll back through your assigned-to-you list with status filters.

What's not in v1

• No wake-time scheduler. You can't pick "Tuesday 9am" and have the conversation flip back automatically. Use a calendar reminder instead.
• No bulk snooze toolbar.
• No snooze-with-note workflow.

Related

• Conversation status for the full status model.
• Inbox filters for which filters include snoozed.