Snooze conversations in Live Chat
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.
How to snooze a conversation
The conversation leaves the Open or Pending list and starts appearing in Snoozed. It remains available from the All list.
Find and manage snoozed conversations
Use the Snoozed filter in the Live Chat status menu to see everything that is currently snoozed.
The alarm-clock icon identifies a snoozed conversation in two places:
- In the conversation list, beside 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 a different time or unsnooze it now — in that case NicoChat asks for confirmation before returning the conversation to the active queue.
When the conversation comes back
A snoozed conversation returns to Open as soon as any of these things happens:
- The snooze time is reached.
- The customer sends a new message.
- An agent replies.
- An agent chooses Unsnooze.
Change the status of a snoozed conversation
Changing the status cancels the snooze first and then applies the status you chose.
Use Snooze in automation
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 its snooze
There is also the Conversation Snoozed condition for branching a flow. A common use is to avoid triggering an automatic follow-up while an agent has deliberately snoozed the conversation.
Activity history
The agent activity history records when someone snoozes, reschedules or unsnoozes a conversation. This gives the team a clear record of follow-up decisions.