# Close, reopen, snooze, pin and mute a conversation

Clear a chat out of your working views without losing it, park it until later, or keep it on top of the list.

## Quick start

1. Open **Inbox** and click a conversation. Owners, admins and agents can close and snooze.
2. Click **Close** in the header when it is dealt with. Closing can message the customer.
3. To park it instead, open **More actions** in the header → **Snooze** → **1 hour**.
4. Find it again under **Closed** or **Snoozed** in the views rail.
5. Click **Reopen** in the header to put a closed chat back in **Open**.

## Watch out

- A closed conversation never reopens by itself. The customer's next message opens a new one instead.
- Closing can reach the customer: it sends the satisfaction survey when that is on, and starts any conversation-closed workflow.

![More actions open: Summarize, Run a workflow, Mark as unread, Snooze, Block contact.](https://inchat.inseller.my/help/inbox/close-reopen-and-snooze-1.webp)

![The Snooze submenu: presets, the custom date field and Snooze until this time.](https://inchat.inseller.my/help/inbox/close-reopen-and-snooze-2.webp)

![More actions on a snoozed conversation: Unsnooze now listed below Snooze.](https://inchat.inseller.my/help/inbox/close-reopen-and-snooze-3.webp)

## 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

| Field | What it means | Default | Limits |
| --- | --- | --- | --- |
| Close / Reopen | Moves the conversation out of **Open**, or back into it. | — | 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)**. | — | 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. | off | — |
| Mute notifications | Silences this conversation's notifications for you: **8 hours**, **1 week** or **Always**. | off | 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. | — | 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](https://inchat.inseller.my/help/inbox/find-a-conversation)
- [Act on many conversations at once](https://inchat.inseller.my/help/inbox/bulk-actions-in-the-inbox)
- [Assign, route to a team, add collaborators](https://inchat.inseller.my/help/inbox/assign-route-and-collaborate)
- [Take over from the AI, and hand it back](https://inchat.inseller.my/help/inbox/take-over-from-the-ai)
- [Run a workflow on this conversation](https://inchat.inseller.my/help/inbox/run-a-workflow-on-a-conversation)

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Source files: `src/lib/inbox/row-actions.ts`, `src/components/inbox/ConversationRowMenu.tsx`, `src/components/inbox/SnoozeMenu.tsx`, `src/components/inbox/ThreadHeader.tsx`, `src/app/(app)/inbox/[id]/conversation-actions.ts`, `src/app/(app)/inbox/[id]/pin-star-hide-actions.ts`, `src/app/(app)/inbox/[id]/thread-actions.ts`, `src/lib/inbox/snooze-presets.ts`, `src/lib/inbox/unread-queue.ts`, `src/lib/conversations/upsert.ts`, `src/components/inbox/views.ts`, `src/lib/push/notify.ts`, `src/lib/i18n/messages/inbox-list.ts`, `src/lib/i18n/messages/inbox-thread.ts`, `mobile/src/components/inbox/RowActionSheet.tsx`, `mobile/src/lib/inbox/conversation-actions.ts`, `mobile/src/lib/i18n/en.ts`