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

Hey @ben s11and @user1325! Daniel from Customer Support Engineering here 🔧The default snooze time (when using the keyboard shortcut in the new inbox) cannot be changed, and is permanently set to snooze until tomorrow at 9am. If the ability to edit the default snooze duration is something that you'd like to see implemented in the future, make sure to drop it in our Product Wishlist Group 😊 It is possible, however, to snooze for a set amount of time (24 hours, one week, one month) when sending a message by clicking the "..." beside the "Send" icon in the editor after you've written your message. You can also specify a custom date and time to snooze until, though this feature is currently only available in the old inbox. As Indigo Whale 612 mentions, the time is only able to be set in blocks of 30 mins (e.g., 12:00, 12:30, 13:00, etc.). Once again, if you'd like to see customisable time options for snoozing, please drop it in our Product Wishlist Group!And as always, remember to keep your eyes on our Built For You page to stay up to date with all of our latest product announcements and updates 👀Hope this helps! 😁

@daniel m15For customer support teams like ours, with a high volume of tickets, the extra effort required to snooze > custom time > scroll to time > click time > submit snooze is substantial. Please implement a setting that lets us redefine the snooze time globally for our organization.

Can you change or add custom snooze times for your agents?

Can you change or add custom snooze times for your agents? | Community

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded