Snooze conversations in LiveChat
Take a conversation out of the active queue and bring it back at the right time — while you wait for the customer, a delivery, an approval or another follow-up.
The conversation leaves the Open or Pending list and starts to appear under Snoozed. It remains accessible through the All list.
Use the Snoozed filter in the LiveChat status menu to see everything that is currently snoozed.
The alarm-clock icon identifies a snoozed conversation in two places:
- In the conversation list, next to the paused-automation icon when both are active. Hover over it to see the return time.
- In the header of the open conversation. Click it to see the return time.
From the header you can also reschedule it for another time or unsnooze it now — in that case NicoChat asks for confirmation before returning the conversation to the active queue.
A snoozed conversation returns to Open as soon as any of these happens:
- The snooze time is reached.
- The customer sends a new message.
- An agent replies.
- An agent chooses Unsnooze.
Changing the status cancels the snooze first and then applies the status you chose.
Snooze is not only for the human agent: the chatbot reacts to it too.
You can start a SubFlow when the conversation is:
- Snoozed
- Unsnoozed
- Reaching the end of the snooze
There is also the Conversation Snoozed condition to branch a flow. A common use is to avoid triggering an automatic follow-up while an agent has intentionally snoozed the conversation.
The agent activity history records when someone snoozes, reschedules or unsnoozes a conversation. This gives the team a clear record of follow-up decisions.