Conversations inbox related: [Q&A] Away mode /Snooze feature settings

Question

Hello team!We are deep diving into each agent conversations at the moment. There are patterns and questions regarding found patterns as below 1.) Understand that once agent put their status in “Away mode”, agent will be unassigned to the conversationsMay I know where the conversations will be sorted into please. Is it the main Inbox of the agent’s team?	I saw when this happens. The CS supervisor would need to reassign the conversations to other agents manually. Is there anyway that it could be set to reassign automatically instead? if so, would like to know how to set?2.) Snooze featureWhen the conversations has been snoozed using the snooze feature in Intercom. I would like to understand. Which option teammate should select in below picture to prioritize the snoozed conversations to be on top? Appreciate all of your guidances. Any best practices please kindly advise Thank you very much! :)Ploy

Steeve Cayla · Accepted Answer

Hey ​@Ploy Teansuwanthere is no main inbox. Except if you talk about “Inbox” in the top right, which is effectively YOUR inbox and shows you all conversations that have been assigned to YOU (either manually or automatically).Now the Away mode prevents you fromgetting new conversations assigned to you.This will not unassign anything from you. It would be useful if you are leaving work, or about to leave work, and you want to finish off your assigned conversations at a particular moment, in order to leave with (most likely) nothing in your Inbox.You may be referring to the status “Away and reassign replies”. This will not reassign all the conversations assigned to you, but only the ones that are reopened. If a customer replies to you, you would get it back in your Inbox (if you are active). But if you are in Away and reassign replies mode, then the system will unassign you as the individual and put this conversation back in the Team Inbox. It will then be assigned through the balanced assignment or manually picked by a teammate.The only reason to be reassigning manually conversations, would be if somebody is sick, has assigned conversations to them and those need answering (because they are open). A manager would go and reassign those conversations. But you could prevent that by creating a nice workflow of type “when a teammate is unresponsive” and reassign to the team after X hours of the teammate not answering a customer.For your second screenshot, you cannot see the Snoozed conversations from this dropdown. You’d have to click on the other dropdown on the left hand side of your selection, to switch from Open to Snoozed. There you will see all the snoozed conversations.Hope this helps you!

Ploy Teansuwan · Answer

Hello Steeve,Thank you for the information!This really helpful. I understand more in context about itPloy

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