Close, reopen, snooze, pin and mute a conversation

Getting here

Inbox → open a conversation → Close or Reopen in the header, and Snooze under More actions. A list row's Conversation actions menu has Close conversation, Snooze conversation, Pin conversation, Mute notifications and Mark as unread. In the app: long press a list row for the same sheet, or use the conversation header.

Before you start

• An owner, admin or agent can close, reopen and snooze. A viewer cannot.
• Pinning and muting are personal and need no permission at all — a viewer can use both.
• Nothing has to be set up first. These actions work on any conversation.

Fields

Close / Reopen

Moves the conversation out of Open, or back into it.

Limits: Reopening is refused when the contact already has a newer open conversation on this channel.

Snooze

Parks the conversation until a time you pick: 1 hour, This evening, Tomorrow 9am, or Custom (MYT).

Limits: At least a minute away, and at most a year out. The customer writing ends it early.

Pin conversation

Floats the chat to the top of every list, for you only.

Default: off

Mute notifications

Silences this conversation's notifications for you: 8 hours, 1 week or Always.

Default: off

Limits: Yours alone. It does not hide the chat and does not stop the AI or a workflow.

Mark as unread

Puts the chat back in Unread for you.

Limits: Personal. Your teammates' lists do not change.

How it works

• Closing writes the close time onto the conversation, adds {name} closed the conversation to it, and the row shows Conversation closed.
• A closed chat leaves Open at once and stays reachable under Closed and All.
• Closing also marks the chat read for you, so it cannot hold your unread badge up from a view you do not look at.
• Closing starts any workflow whose trigger is the conversation being closed, and can send the satisfaction survey when that is switched on. The survey is switched on under Settings → Conversations.
• Reopen puts the chat back in Open and clears its close time. {name} reopened the conversation is added to it.
• Snoozing sets a time and leaves the status alone: a snoozed chat is still open, it is simply resting.
• While it rests, it is left out of Open, Waiting, Mine and the other working views. It shows under Snoozed, under Pending when a task on it is due, and under Unread if you marked it unread.
• The snooze menu offers 1 hour, This evening and Tomorrow 9am, and Custom (MYT) with Snooze until this time.
• Unsnooze appears in the same menu once a chat is resting, and brings it straight back.
• The app offers the same three presets and a different custom picker: Day, Time (MYT), with Today, Tomorrow, One hour earlier and One hour later.
• Pin conversation floats the chat to the top of every list. It is yours alone, and the most recently pinned sits highest.
• Mute notifications offers 8 hours, 1 week or Always. It silences this chat for you only, and the row shows a muted mark.
• Mark as unread puts the chat back in Unread for you. Your teammates' lists do not change.
• Marking unread keeps the record of when you last looked; it is the mark that forces the badge back.
• The phone's sheet carries the same actions plus Add to list, and a swipe on a row marks it unread without opening the sheet.

When it fails

• Could not close this conversation. and Could not reopen this conversation. — the status did not change.
• This contact already has an open conversation on this channel — reopening is refused because a newer conversation with the same person is already open. Reply there, or close it first.
• You don’t have permission to change this conversation. — you are a viewer, or not a member of this workspace.
• Could not snooze this conversation. and Could not unsnooze this conversation. — the timer is unchanged.
• Pick a time in the future. — the custom snooze time has already passed.
• Snooze time must be in the future. and Snooze can’t be more than a year out. are the server's own limits on a custom time.
• Could not mark as unread. — the mark was not set, and the chat stays as it was.
• That action could not be completed. is the row menu's general failure; nothing changed.

Limits

• Closing deletes nothing. Every message stays, and the chat is still found under Closed, under All and by search.
• Closing does not block the customer and does not stop a workflow that is running on the conversation.
• A closed conversation never reopens by itself. When the customer writes again, a new conversation is started instead — and it shows the earlier messages above the new ones, so the history still reads as one conversation.
• Snoozing does not tell the customer anything, and it does not stop them writing. When the customer writes, the snooze ends and the chat comes back at once.
• A pin and a mute are yours alone. Nobody else's list changes, and nobody can see that you pinned or muted a chat.
• Muting silences notifications. It does not hide the conversation, and it does not stop the AI or a workflow from answering.
• Mark as unread is personal in the same way. It does not put the chat back in anybody else's queue.
• Of these, only close, reopen and mark unread can be done to many conversations at once.

Best practices

• Close when the customer's question is answered, not when you are tired of the row. Closed is the record of finished work.
• Snooze rather than leaving a chat open to remind you. Snoozed keeps it out of everybody's queue until it is really due.
• Use Mark as unread for "I read it and I cannot deal with it now" — it keeps the chat in the queue without hiding it.
• Pin the two or three chats that run all day, and unpin them when they end. A long pinned list stops being a signal.
• Mute a chat a colleague is already answering instead of closing it. Closing takes it out of their working view too.

Use cases

• Sarah Chen's order is delivered and confirmed: close the chat.
• Michael Torres will pay tomorrow morning: snooze until Tomorrow 9am.
• A group of customers are all waiting on one supplier: pin the chats until the stock arrives.
• You read a long complaint on your phone and want it back on the desk: mark it unread.
• A teammate is handling a noisy chat you were also in: mute it for 8 hours.

FAQ and troubleshooting

Does a closed conversation reopen when the customer writes again?

No. A new conversation is started for their new message, and the old one stays closed. The conversation still shows the earlier messages above the new ones, so nothing looks lost.

I clicked Reopen and it refused.

That happens when the customer already has a newer open conversation on the same channel. Only one can be open at a time, so reply in the newer one, or close it first.

Does closing delete the conversation?

No. It moves it out of Open. Every message is kept, and the chat is still under Closed, under All, and findable by search.

What is the difference between snoozing and closing?

Closing says the work is finished. Snoozing says it is not finished but not due yet — the chat comes back on its own at the time you set, or sooner if the customer writes.

Will my teammates see that I pinned or muted a chat?

No. Both are yours alone. Their lists and their notifications are unchanged.

Does muting stop the AI answering?

No. Muting only silences your own notifications. Whether the AI answers is the owner control at the top of the conversation.

Related

• Find the conversation you need — Views, search, the channel filter and the Unreplied switch narrow the inbox down to the chats you still have to answer.
• Act on many conversations at once — Tick several conversations and close, reopen, tag, assign or mark them unread in one go.
• Assign, route to a team, add collaborators — Decide who owns a conversation, which team it belongs to, and who else should see it and get its notifications.
• Take over from the AI, and hand it back — The badge at the top says who is answering right now, and one button moves the conversation between the AI and a person.
• Run a workflow on this conversation — Start a published workflow on this customer, see which flows are running, stop one, or answer a question a flow awaits.