Hi,

You could set up some automation rules in Intercom. If a customer doesn't reply within a certain time frame, you can have the chat automatically closed.….as such, your team would only focuses on active interactions. 
Also you could use auto-replies for  those chats. It would help keep the engagement going without needing constant manual checks

I also recommend using workflows for automatic follow-ups. If it's something you'd like your analysts to be more actively involved in, you could consider integrations that send alerts to them on Slack, for example

hey ​@Stephanie Woodward, to reduce snoozed chats in Intercom, streamline workflows by routing conversations to the right team and resolving simple issues during the first interaction. Use automation, bots, and pre-chat forms to gather essential information upfront. Analyze why chats are snoozed and improve processes accordingly. Automated follow-ups can also help minimize delays and keep chats active.

Hello ​@Stephanie Woodward,

To be able to answer that you need to ask yourself (your team working in Intercom) why are you snoozing the conversations? Usually it’s due to one of these two reasons:

1. You (your team) were not there on time to answer the initial question and user went offline so even if you provided the question you are not sure if that is it or there is more that customer wanted. So you snooze it and wait. 
2. You (your team) did not have the complete answer at that time and asked user to wait while you gather enough info, so you snooze this for a defined time when you (teammate) expect(s) that you (teammate) will have relevant info to send. 

Both reasons are depending on you (teammates).

So:

• try replying to conversations as soon as possible. If that is not possible utilize self-help features that can provide the answer without teammate - workflows with predefined flows providing enough info, use Help Center and share articles in those answers, and utilize FinAI to address some of more difficult questions. 
• set up better processes - when to snooze, for how long. Your team needs to be aligned on this. 
• automatically close the conversations that are snoozed and that are waiting for a user to provide some answer - user workflows to do that (do not forget to close it with a polite message)
• keep on reviewing why and how snoozing is happening and change things that you might have set up (that are recommended above)

Cheers!