Resolve, set to pending and snooze a conversation

Last updated: 1 October 2026 · 6 min read

Steps

1. 1

   Resolve

   Open the conversation and click the “Resolve” button at the top right. The conversation moves to the “Resolved” list. When the customer writes again, the conversation opens by itself (or a new conversation is created, depending on the channel's settings). If the channel has the CSAT survey on, there is also a “Resolve without survey” button next to it: the conversation is resolved and no survey goes to the customer. If an administrator has turned on “Unassign the agent when resolved”, the agent is taken off the conversation once it is resolved.

2. 2

   Set to pending

   Click the arrow next to the “Resolve” button and choose “Mark as pending”. This status is used, for example, while you wait for the customer's answer or while a bot is handling the conversation.

3. 3

   Snooze

   In the same menu, choose “Snooze”: “Next reply”, “Tomorrow”, “Next week” or a date of your own. The conversation opens again when the time comes or when the customer writes.

4. 4

   Reopen

   In a resolved conversation, click “Reopen”.

5. 5

   From the list

   In the conversation list, right-click the conversation and choose “Mark as resolved”, “Mark as pending”, “Snooze” or “Reopen conversation”. “Mark as unread” and “Mark as read” are in the same menu.

6. 6

   If you can't resolve it

   If an administrator has set attributes that must be filled in before resolving, the conversation isn't resolved until they're filled in. Shortcut: Alt + E resolves the conversation.