Please add the ability to create a custom snooze preset that reopens a conversation at a specific time on the next business day.
For example:
“Next Monday at 8:00 AM”
The preset should calculate the next applicable working day based on the workspace’s office hours and the day and time when the conversation is snoozed.
Use case
We operate a crisis hotline. During weekends, our team monitors conversations only for urgent or crisis-related cases. Non-urgent enquiries should not be handled immediately, but they need to be reopened automatically when the full support team starts work on Monday at 8:00 AM.
For example:
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A non-urgent enquiry arrives on Saturday at 3:00 PM → reopen on Monday at 8:00 AM.
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A non-urgent enquiry arrives on Sunday at 4:00 PM → reopen on Monday at 8:00 AM.
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A non-urgent enquiry arrives on a weekday outside business hours → reopen at the start of the next business day.
Our workspace business hours are Monday–Friday, 8:00 AM–8:00 PM, in the Prague timezone.
Current limitation
The built-in snooze presets are fixed. The “The next Monday” option always reopens conversations at 9:00 AM and cannot be adjusted to match our business hours. Workflows and macros only support fixed durations, such as 24 or 48 hours, and cannot calculate the next Monday at 8:00 AM.
Using Custom and manually selecting the date and time for every conversation is not practical for our team. It is time-consuming and creates a risk of inconsistent handling or incorrect dates and times, especially when multiple non-urgent enquiries arrive during the weekend.
Requested functionality
Please consider adding one or more of the following options:
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Allow workspace administrators to change the time used by the existing “The next day” and “The next Monday” presets.
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Allow users to create custom snooze presets, such as “Next Monday at 8:00 AM”.
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Add a snooze action that reopens a conversation at the start of the next business day, using the workspace’s configured office hours.
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Allow Workflows or macros to calculate a future snooze time based on office hours, day of the week, and the time the conversation was received.
This would be especially valuable for teams that provide limited weekend or out-of-hours coverage and need non-urgent conversations to be handled at the start of the next full business day.