One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.
Currently these conversation re-open in an agents queue and we need to manually follow up.
In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time).
So I have two requests:
1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)
2) Can we set custom snooze times on Macros