Snooze hides a conversation until a chosen time or condition; reminders resurface it with context. Condition snoozes ('until they reply' or 'until the signal fires') beat date snoozes for revenue work.
Snooze options
Date/time ("Monday 9am"), relative ("in 3 days"), and conditional ("until reply arrives", "until deal stage changes", "until account fires a signal"). Conditional snoozes resurface exactly when relevant.
What snoozing does
The conversation leaves the active queue, keeps its claim, and resurfaces at the top with a snooze-reason banner. Snoozed positives still count against SLA if the snooze was set after the SLA breach — no gaming the clock.
Reminders on sent messages
Sending a reply can attach a "remind me if no response in N days" — the standard follow-up discipline, automated. The agent can also auto-draft the bump when the reminder fires.
Team visibility
Leads see snoozed-conversation counts and ages per rep in the team view — a pile of indefinitely-snoozed positives is a coaching conversation, and now it's visible.
