How to snooze conversations for later or follow-up
Ever wish you could hide a message in your inbox until later, or make a sent message reappear for follow-up? With snooze, you can set a time for conversations to reopen in your inbox exactly when you want them to. There are two ways to snooze a conversation:
- Snoozing the conversation using the clock icon at the top of the conversation.
- Using the Send & Snooze button in your composer when you send a message.
How it works
When you snooze a conversation:
- It moves to the Snoozed tab of the inbox, and will reappear in your Open tab at the exact time and date you want.
- Snoozing from a shared inbox will snooze the conversation for all teammates, and snoozing from your individual workspace will snooze the conversation for only you.
- Snoozing from your Shared with me folder will snooze the conversation for yourself only.
- If a recipient replies before your snooze expires, the conversation will reopen in your inbox, and automatically cancel the snooze. You can re-set the same snooze with one click.
Snooze for later
Snooze a conversation if you want to handle it later. This is helpful if you need to return to this task in the future, but want to remove it from your inbox for the time being-- so that you can use your inbox as a true to do list.
To snooze a conversation, click the clock icon at the top of the conversation and choose from the list of times, or set a custom Day & Time. The clock icon will turn orange once the snooze is active.
Send & Snooze for follow-up
Send & Snooze is one of the four sending options in the composer. Using Send & Snooze helps you remember to follow up on important messages, especially if you're waiting to hear back from a customer. Sending with Send & Snooze allows a conversation to reopen at a specific time, and helps bring visibility to the conversation, even if you don't receive a reply.
To Send & Snooze a specific message, click the dropdown arrow on your Send button to manually choose Send & Snooze. The message will send as soon as you click a snooze time.
You can also set Send & Snooze as your default send button. See here for more information.
Managing your snoozes
Custom snooze times
You can curate your snooze menu by creating custom snooze times. Click the gear icon on the top right of Front and into the Personal settings tab. Click into the Snoozes tab to customize your snooze times.
Click Add a snooze to add a new snooze timing to the list. You can also click on any of the existing snooze timings, and edit the name/timing.
Once you've saved your custom snooze time, it will appear in the list of snooze timing options whenever you snooze a conversation.
How to find snoozed conversations
To see snoozed messages, simply click the Snoozed tab at the top of any inbox or pinned tag.
You can also use the Snoozed option in the search bar dropdown to locate snoozed conversations in the currently selected inbox, or in All inboxes. You are also able to use the search condition is:snoozed when searching your inboxes.
Cancel a snooze
To manually cancel a snooze after you’ve set it, simply click the active (orange) snooze clock icon and click Unsnooze.
Reset the snooze
If your recipient replies to a message before your snooze timer expires, the snooze will be canceled automatically. To reset the same snooze again, click the blue hyperlink Snooze again until… This will reset the same snooze with one click.
Location of snoozed conversations
The impacts of snoozing a conversation vary based on who snoozes the conversation, and where they snooze it from.
Here's what happens when you archive a conversation from each of the following locations:
As the assignee
When snoozing as the assignee (from the team inbox, or your own Assigned to me section), it snoozes for everyone. the conversation will be moved to the Snoozed tab of both the team inbox and your Assigned to me section. The conversation will appear as snoozed for any teammate looking at the team inbox. However, this will not snooze the conversation in Shared with me for any teammates subscribed to the conversation.
When snoozing from a team inbox (even without being the assignee), it will have the same impact as snoozing as the assignee. The conversation will be moved to the Snoozed tab of the team inbox, but any other conversation participants will still be able to read and snooze in their own Shared with me folder. It will also not snooze the conversation in the assignee’s inbox.
Shared with me
When snoozed from your Shared with me section, snoozing only impacts yourself. It will never snooze for anyone else, no matter the circumstances. When snoozing in Shared with me, the conversation will be moved to the Snoozed tab of only your own Shared with me folder.
When performed in your individual inbox, snoozing only impacts yourself. Similar to your Shared with me folder, snoozing in your individual inbox will only snooze the conversation for yourself. It will not snooze the conversation for any other participants.
If you snooze a conversation from an inbox that was delegated to you, it will have the same effect as the inbox owner snoozing the conversation. If the same conversation also lives in your own individual inbox, the conversation will not be snoozed in your own inbox. It will only be snoozed in the inbox owner's inbox.
Note: If you snooze a conversation in an inbox that has been delegated to you, the archive action will still be attributed to you.
Teammates list (under Assigned conversations)
When performed in Assigned conversations (including Teammates section), snoozing impacts everyone.
Snoozing from another teammate's Assigned conversations has the same effect as snoozing from the team inbox. Once snoozed, the conversation will be moved to the Snoozed tab of the corresponding team inbox. For anyone else looking at the team inbox, this conversation will appear in Snoozed, but will stay open in the Shared with me section of any teammate subscribed to the conversation.
@robert I had asked the same question was told that when displayed as choices it automatically displays from soonest to most distant. Once I understood that it mad more sense. I do wish that the popup showed more choices without scrolling.
I'll +1 (like) your suggestions if you'll +1 mine farther above =)
Hi Debra Gunn - thanks for your question! The rule engine actually does not count the snooze action to be the same as the "When archived" trigger, and you're correct that we do not have a "When snoozed" trigger so this is not possible in the rule engine. I've added a feature request for this trigger for you! If you have any specific questions on building a rule or workflow, feel free to email us at email@example.com so that we can help with specific suggestions for you!
Mikele Guedes If you snooze a conversation, Front will treat it similarly as if the conversation was archived. However, with SLA rules, the SLA timer continues to run while the conversation is Snoozed. So snoozing a conversation will not pause or reduce the reply time.
Additional articles you can reference: