Node: Snooze Conversation

The Snooze Conversation node pulls the active conversation out of the "Open" inbox for a set amount of time. Once that time passes, the conversation moves back to open on its own — no one has to reactivate it manually.

When to use it

• The customer says "I'll write back tomorrow" and you don't want the chat cluttering the open queue.
• After sharing information and waiting on a reply that may take a while (e.g. "check the catalog and let us know").
• In follow-up automations, to "sleep" the chat while a reminder runs in parallel.

Configuration

• Duration: a whole number — how long to snooze for.
• Unit: minutes (default), hours, or days.

Both fields are required — the node needs a duration greater than zero.

Important: this node only works in automations triggered by a conversation (it needs an active chat in context). It won't run in workflows with no conversation attached.

Example

A workflow triggered by the phrase "I'll message tomorrow" adds a Snooze Conversation node with duration 1 and unit days. The chat disappears from "Open" and comes back automatically the next day.

Tips

• Pair this node with a tag like "follow-up" so you can filter for it later in the inbox.
• The snooze is logged in the conversation's history as a workflow action, not an agent's.

Troubleshooting

If a conversation doesn't reopen when it should, check the server's clock and that the snooze background job is running normally; contact support if it persists.