This article refers to functionality available to agents using LeadDesk version 25.34 or higher.
When you snooze a conversation, as described in the article Snoozing conversations, the conversation will be added to the Snoozed tab until the message is unsnoozed.
You can see how many conversations you currently have snoozed:
- At the top of the Inbound page, check the number next to the Snoozed tab.
To see your snoozed conversations:
- Click the Snoozed tab.
On the left-hand side of the interface you will see a list of conversation you have snoozed. to view any of these conversations:
- Click to select a conversation from the list.
Unsnoozing a conversation
A conversation will remain on the Snoozed tab until one of three things happens:
- The agent can manually restore a conversation to their Active list by finding the conversation in the Snoozed tab and clicking the Unsnooze button.
- A new message can arrive for the conversation. This will unsnooze the conversation, returning it to the agent's Active list.
- The snooze duration can end. In this case, if the agent is logged in, the conversation will be returned to the agent's Active list. If the agent is not logged in when the snooze duration ends, the conversation will return to the queue and will be offered to other agents.
Note that conversations returning to your Active list from the Snoozed tab can exceed the normal capacity rules if they are in use for your environment. They are still counted as an active conversation for the capacity rules in all other ways.