Conversation Status, Snooze and Close

Every conversation in Resool has a status that tells your team what to do with it next: Open (needs attention), Pending (waiting on the customer), Snoozed (hidden until a time you choose) or Closed (done). Changing the status keeps the Inbox focused on what needs a reply now. From the same header you can also mark a conversation as important, merge it with another conversation, create a ticket from it or block the contact.

#Before you begin

You need permission to reply in the Inbox to change a conversation's status.

#Conversation statuses

Use the Show menu in the conversation list to see conversations with each status. See Conversation Views and Filters.

#How to close a conversation

1. Open the conversation and click Close in the header (or press Ctrl+Q).
2. The Closing Notes box opens. Pick a Conversation Category and write a Summary if your workspace asks for them. Write with AI drafts the summary for you.
3. Click Close Conversation.

The timeline shows a card with who closed the conversation and the closing note. What's required in the box is set by your admins. See Closing Notes and Auto-close.

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Inbox › open a conversation › Close

The Closing Notes box under the Close button with the Conversation Category dropdown (Sales Inquiry selected), the Summary field with the Write with AI icon, and the Cancel and Close Conversation buttons.

File: screenshots/conversation-status-snooze-and-close-close.png

#Other ways to close

• Press E to close the open conversation straight away.
• In the list, open a conversation's quick actions menu and choose Close or Close with closing notes.
• Select several conversations and click Close in the bottom bar.

E, the list's Close and bulk Close close the conversation without asking for a closing note. Close with closing notes opens the Closing Notes box first.

#Reopen a closed conversation

Open it (set Show to Closed conversations to find it) and click Reopen.

#How to snooze a conversation

Snooze a conversation when you need to come back to it later, for example to follow up tomorrow morning.

1. Open the conversation and click Snooze in the header (or press Ctrl+U).
2. Under Snooze until, pick a time. Each option shows its exact date and time:
   • 30 minutes later, 1 hour later, 3 hours later
   • Later today (shown until late afternoon)
   • Tomorrow
   • Later this week (shown early in the week)
   • This weekend
   • Next week
   • Select date & time, to pick your own.
3. The conversation moves out of the open list. The header shows Snoozed until and the time.

When the snooze ends, the conversation comes back as open with the note Snooze ended. This person is back in the inbox, and a notification is sent. If the contact writes before then, it comes back straight away.

To end a snooze early, click Unsnooze (or press Ctrl+Shift+U).

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Inbox › open a conversation › Snooze

The Snooze menu with "Snooze until" and the options 30 minutes later, 1 hour later, 3 hours later, Later today, Tomorrow, This weekend and Next week, each with its date and time on the right, and Select date & time at the bottom.

File: screenshots/conversation-status-snooze-and-close-snooze.png

#How to mark a conversation as pending

1. Open the conversation and click More actions (…) in the header.
2. Click Mark as pending.

To make it open again, click Back to open. A reply from the contact also reopens it.

#How to mark a conversation as important

Open More actions and click Mark as important. A gold star appears next to the contact's name, and important conversations stay at the top of the list when you sort by Newest. Click Remove important mark to undo it.

#How to pin actions to the header

In More actions, click the pin next to Snooze, Mark as important or Mark as pending to show it as a button in the header. Snooze is pinned by default. Pins are remembered on this device.

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Inbox › open a conversation › More actions (…)

The More actions menu with the pinned count at the top, the Snooze, Mark as important and Mark as pending rows with their pin icons, then Merge into…, Run a workflow, Create ticket and Block Contact.

File: screenshots/conversation-status-snooze-and-close-more.png

#Other actions in the header

• Merge into…: move this conversation's messages into another open conversation with the same contact. This conversation closes.
• Run a workflow: start one of your published workflows that use the Shortcut trigger on this conversation. It only shows when such a workflow exists. See Workflow Triggers.
• Create ticket: turn the conversation into a support ticket. See Creating and Working Tickets.
• Block Contact: close their open conversations and stop their new messages from reaching your Inbox. Unblock them from Blocked Contacts or with Unblock Contact. Blocked contacts can't be snoozed or replied to; internal notes still work.

#FAQ and troubleshooting

#What's the difference between Pending and Snoozed?

Both take a conversation out of the open list. Pending waits for the customer with no end time; snoozed comes back on its own at the time you chose.

#A customer replied to a closed conversation. Where did the message go?

Messages after closing start a new open conversation with the same contact. The earlier conversation stays closed and appears in the contact's previous conversations.

#Why isn't Snooze available?

Snooze isn't shown for blocked contacts or conversations that are already snoozed. Unblock the contact or click Unsnooze first.

#Why does Merge into… say there are no other conversations?

You can only merge into another conversation with the same contact that isn't closed.

#What's next?

• Closing Notes and Auto-close
• Assigning Conversations
• Keyboard Shortcuts