What is the difference between snoozing and closing?

Closing says the conversation is finished. Snoozing says it is not finished but nothing is needed until later, and it returns to the queue on its own.

Do reminders notify the whole team?

No. A reminder belongs to the member who set it. The note it posts in the thread is visible to the workspace, but the notification is personal.

Can I schedule a message outside the WhatsApp window?

The window is checked when the message actually sends. If the window has closed, the send follows the same template rules any other outbound message does.

What happens if a customer replies before a scheduled message goes?

The message is still rebuilt and screened at send time. Reviewing scheduled replies after a customer writes back is a good habit.

Is there a response time policy?

Response time targets are applied in the background and a breach is surfaced on the conversation. They are not edited in the interface.

Can I see how long a customer waited?

Reporting gives average first response time over the last thirty days, cut by channel, topic and time.

Do snoozed conversations keep receiving messages?

Yes. If the customer writes again the conversation is there with the new message, and it reappears in the open queue when the snooze elapses.

Are follow-ups tracked in the audit record?

Status changes and sends are written to the audit record. A reminder is a personal notification and does not appear there.

Customer conversations

Bring it back at the right time.

The customer who said they would think about it does not get forgotten.

Follow-up handling is what stops a customer conversation from being forgotten between the first reply and the resolution. It covers putting a thread aside until a set time, reminding a specific person to come back to it, scheduling a message to send later, and watching how long customers have been waiting for a first response.

Snooze a thread for a set number of hours and let it return
Personal reminders that reopen the thread and post a note
Send-later replies rebuilt and re-checked at send time
First response time tracked across the last thirty days

How it works.

01
Snooze the thread
Put a conversation aside for a chosen number of hours when the next move is not yours. It leaves the open queue and stops cluttering the working list.
02
Set a reminder
Ask to be reminded about a specific thread. When it fires, the conversation reopens, a team-only note is posted, and you are notified.
03
Schedule the reply
Write the message now and choose when it goes. It is rebuilt at that moment and passes the same consent, window and duplicate checks a live reply does.
04
Watch the wait
Average first response time over the last thirty days is calculated from the conversations themselves, so slippage shows up as a number.

Snooze that returns by itself

A snoozed conversation is not closed and not open. It disappears from the working queue for the hours you set and comes back when that time passes, whether or not anyone is watching.

Choose the number of hours, with a sensible default
Returns to the open queue automatically
A background sweep and a read-time check, so an elapsed snooze never sticks
Snoozed threads still searchable and filterable

Reminders that belong to a person

A reminder is set by one member for one thread. It is not a shared task list.

Reopens the conversation when it fires
Posts a team-only note into the thread
Notifies the member who set it
Each reminder fires once, not on a loop

Send-later that is still safe

Scheduling a message means the world can change between writing and sending. The message is rebuilt at send time and re-screened.

Consent and suppression re-checked at send
The WhatsApp conversation window re-evaluated at send
The message you approved is the message that sends
Duplicate protection on the send itself

Response time in the numbers

Reporting shows average first response time over a rolling thirty day period, computed from every conversation in that window.

Average first response over thirty days
Inbound volume by weekday and hour
Open conversations with unread inbound messages

Response and resolution targets

Editable service level targets per workspace, with breaches surfaced in the interface as they happen.

First response and resolution targets you can edit
Breach alerts routed to an owner
Ticket categories and priority levels

What it does not do.

Response time targets are set for you. You cannot change them in the interface.
There is no ticket priority, category or queue escalation ladder.
Reminders are personal. There is no shared task list across the team.

Common questions

What is the difference between snoozing and closing?: Closing says the conversation is finished. Snoozing says it is not finished but nothing is needed until later, and it returns to the queue on its own.
Do reminders notify the whole team?: No. A reminder belongs to the member who set it. The note it posts in the thread is visible to the workspace, but the notification is personal.
Can I schedule a message outside the WhatsApp window?: The window is checked when the message actually sends. If the window has closed, the send follows the same template rules any other outbound message does.
What happens if a customer replies before a scheduled message goes?: The message is still rebuilt and screened at send time. Reviewing scheduled replies after a customer writes back is a good habit.
Is there a response time policy?: Response time targets are applied in the background and a breach is surfaced on the conversation. They are not edited in the interface.
Can I see how long a customer waited?: Reporting gives average first response time over the last thirty days, cut by channel, topic and time.
Do snoozed conversations keep receiving messages?: Yes. If the customer writes again the conversation is there with the new message, and it reappears in the open queue when the snooze elapses.
Are follow-ups tracked in the audit record?: Status changes and sends are written to the audit record. A reminder is a personal notification and does not appear there.

Every question in one place, answered once.