How do I snooze, resolve or reopen a conversation?
Resolve when you are done, snooze when you need to come back later, and either way it reopens by itself the moment the customer replies.
A conversation is always in one of a few states: open, resolved, pending, or snoozed. You control the first three directly, snoozing sets a wake-up time, and Peakify reopens the conversation for you automatically when the time comes or the customer writes back, whichever happens first.
Resolve a conversation
- Open the conversation.
- Click Resolve in the top right of the conversation header, it has a checkmark icon.
- You will see a confirmation that the conversation is resolved, and it moves out of your Open list.
Resolving hands the conversation back to your AI assistant, so if the customer writes again, the AI answers. This is the same whether you resolve one conversation, resolve several at once, the customer ends the chat from the website chat, or a rule changes the status to Resolved. Two things stay as they were: a conversation you turned the AI off for stays off, and a conversation that is assigned to a teammate stays assigned to them. A customer you have blocked never gets the AI back. If a teammate replied in the last hour, the AI waits until that hour is up before it answers.
Every resolve, reopen, assignment, label, priority and snooze change also shows as a small centred line inside the conversation, at the time it happened, for example "Resolved by Sam" or "Resolved by the AI". A change made by a rule or automatic assignment shows as "Automatically". It is there so you can see who did what, and when. A conversation that reopens because a customer wrote back by text, email or WhatsApp has no line of its own, the new message shows it.
Your AI can resolve a conversation too
When a customer clearly says they need nothing more, for example "thanks, that is everything", your AI sends its reply and then resolves the conversation, the same as if you had pressed Resolve. It never does this when it is handing the conversation to a person, and it never resolves a reply that is waiting as a suggestion for your team to send. If the customer writes again, the conversation reopens on its own and the AI answers. On website chat that needs "Allow messages after a conversation is resolved" turned on for the inbox; with it off, the visitor sees Start a new chat and what they write starts a new conversation. Reports counts these under What your AI finished.
Reopen a resolved conversation
- Switch to the Resolved tab in your conversation list, or open the conversation from Recent Conversations on your dashboard.
- Click Reopen, in the same spot the Resolve button was.
- It moves back into your Open list right away.
You do not usually need to do this by hand: if a customer replies to a resolved conversation, it reopens on its own, the reply just shows up in your Open list without you doing anything, and the AI answers it.
There is one exception, on website chat. If a website chat inbox has "Allow messages after a conversation is resolved" turned off, a closed chat does not take new messages. The visitor sees a Start a new chat button instead, and what they write next starts a new conversation.
Quiet conversations close on their own
An open conversation closes by itself when your business sent the last message (the AI or a teammate) and the customer has not replied for 3 days. It is treated exactly like a conversation you resolved, so it moves to the Resolved tab and the AI is handed the conversation again. If the customer writes later, it reopens and the AI answers.
These are never closed automatically: a conversation where the customer sent the last message and is waiting on you, a snoozed conversation, and one that has been handed to a person and is marked as needing a human.
Snooze a conversation
- Open the conversation.
- Click Snooze in the header.
- Pick In 1 hour, Tomorrow (9:00 AM), or set a custom date and time. For a custom time, press Snooze until this time and the menu closes. If it cannot snooze, a message says why and the menu stays open so you can try again.
- The conversation moves to your Snoozed tab and disappears from Open until it wakes up.
A snoozed conversation reopens itself automatically once the time you picked arrives, or the moment the customer sends another message, whichever comes first. You never need to manually check on a snoozed conversation to bring it back.
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The other guides people read alongside this one.
- How do I read and reply to a conversation?
Open a conversation from your inbox list, type your reply, and send it. Switch to a note if the message is only for your team.
- How do I give a conversation to someone else?
Use the assignee control in the conversation header to hand it to a teammate, take it yourself, or hand it back to the AI.
- How do I filter my inbox, and save the filters I use most?
Filter by channel, assignee, team or unread, then save the combination as a view you can jump back to in one click.
- How do I label conversations to keep them organized?
Add one or more labels to a conversation from its header, picking from your saved labels or typing a new one.
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