Snooze lets you temporarily remove a conversation from your active work queue and bring it back at the right time. It is useful when you are waiting for a customer, a delivery update, approval, or another follow-up task.

When Snooze is enabled for your workspace, you can snooze Open and Pending conversations in Live Chat.

1. Open the conversation in Live Chat.
2. Select the conversation actions menu.
3. Choose one of the available times:
   • Snooze for 20 minutes
   • Snooze for 1 hour
   • Snooze for 3 hours
   • Snooze until a custom time

The conversation is removed from the Open or Pending list and appears in Snoozed instead. It remains available in the All list.

Use Snoozed in the Live Chat status menu to see every conversation that is currently snoozed.

You can also recognize a snoozed conversation by the alarm-clock icon:

• In the conversation list, the icon appears beside the paused-automation icon when applicable. Hover over it to see the scheduled return time.
• In an open conversation, select the alarm-clock icon in the header to see the scheduled return time.

From the header, you can:

• Reschedule the conversation for a different time.
• Unsnooze the conversation now. NewAge Ai asks for confirmation before returning it to your active queue.

A snoozed conversation returns to Open when any of the following happens:

• Its scheduled snooze time is reached.
• A customer sends a new message.
• An agent sends a reply.
• An agent chooses Unsnooze.

This helps make sure an active conversation is not missed when someone responds before the planned follow-up time.

Changing the conversation status cancels its snooze first, then applies the status you selected.

For example, if you move a snoozed conversation to Done, it remains Done and will not return to Open when the original snooze time arrives. The same applies when you move it to another status, such as Spam or Invalid.

Snooze can be used in your chatbot automation as well as by live-chat agents.

You can start a sub flow when a conversation is:

• Snoozed
• Unsnoozed
• Reaching the end of its snooze

You can also use the Conversation is Snoozed condition to make decisions in a flow. For example, you may use it to avoid sending a follow-up while an agent has intentionally deferred the conversation.

Agent activity history records when an agent snoozes, reschedules, or unsnoozes a conversation. This gives your team a clear record of follow-up decisions.

No. Snooze is designed for active conversations, so it is available only for Open and Pending conversations.

No. While it is snoozed, it appears in Snoozed and All. When the snooze ends, it returns to Open unless you have changed it to another status.

Pausing bot automation controls whether the bot continues to run. Snooze manages the agent follow-up queue and a return time. A conversation can show both indicators when both settings are active.