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Snooze, resolve and reopen conversations

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

Every conversation has a lifecycle: it's open while in progress, can be snoozed to leave the queue and come back later, and is resolved when the case ends. If the customer replies, the conversation reopens automatically. Mastering these transitions keeps your queues clean.

Prerequisites

  • An open conversation in an inbox you have access to.

Step by step

  1. Resolve: when the case is done, use the resolve action at the top of the conversation. It leaves the open queue and counts as resolved in reports.
  2. Snooze: to pick it up later, choose snooze and set when it should return (for example, next reply, in a few hours, tomorrow, or a specific date).
  3. Reopen: to resume a resolved conversation, use the reopen action — it becomes open again. If the contact sends a new message, the conversation reopens on its own.
  4. Confirm the new status at the top of the conversation and in the queues.

Settings & options

  • Resolve: marks the conversation as done; feeds the resolution metrics.
  • Snooze: common options include "until next reply", predefined periods and a custom date/time. At the set time, the conversation returns to the open queue.
  • Reopen: manual (by the agent) or automatic (when the contact replies).
  • Pending: use this status when you're waiting on something, without closing the conversation.

Use cases

  • Resolve a simple, already-answered case to clear the queue.
  • Snooze a case that depends on the customer's reply and reschedule the reminder.
  • Reopen a conversation when new information appears or the customer reaches out again.

Tips, limits & best practices

  • Resolve whenever you finish — clean queues make reports trustworthy.
  • Prefer snooze over leaving conversations idle as open; snooze brings them back at the right moment.
  • Use pending for "waiting on customer" and snooze for "come back at this time" — they serve different purposes.

Troubleshooting

  • The conversation reopened by itself: the contact sent a new message — that's the expected behavior.
  • The snoozed conversation didn't return: check the snooze date/condition and the filter/queue you're in.

See also