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, or snoozed. You control the first two 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.
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.
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.
- 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.
Was this useful?
More in Your inbox
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.
Did this not cover it?
Start a chat and the assistant will try first. If it cannot help, it hands you to a person.
Or email support@peakifyhub.com. We answer within 1 business day, Mon–Fri.