Hey Team,
We rely heavily on snoozing as a core part of how we manage high conversation volumes. When there's no pending action on our side, agents are expected to snooze conversations for a few hours so we can keep our views as clean as possible and handle incoming volume more effectively.
We also have open conversation limits set per team member and use Balanced assignment — however, one of the challenges we're running into is that agents aren't snoozing consistently. Conversations with no action item on our side are being left open, which blocks Balanced assignment from triggering properly and puts us in a loop of having to manually check that everything is snoozed correctly.
Do you have any ideas on how we can address this without requiring a manual action from the agent each time? We're considering leaning more into the Idle status or exploring other options, but would love to hear what's worked for others.
On a related note — how do you handle inactive customers? Do you send a follow-up message before closing, giving them a chance to respond? Or do you set a hard window (e.g., 24 hours of inactivity) after which the conversation is automatically closed without a follow-up?
Thanks in advance!
Kind regards,
Radostina