Objective
To standardize the use of the "Snooze" feature in Intercom, ensuring a manageable workspace for agents while maintaining proactive engagement with customers.
1. Standard Snooze Workflow (Non-Responsive Customers)
If a customer becomes unresponsive during a live conversation, agents must follow a tiered follow-up process before closing the ticket:
First Snooze (The 2-Hour Rule):
If a customer stops replying, send a follow-up message: "Hi (Customer name), I noticed I didn't get a reply from you on my answer above, so I wanted to make sure that everything was all set before I closed the chat. Please feel free to let me know if you still need help with this or anything else".
Snooze the chat for 2 hours.
Second Snooze (Next Day Rule):
If the chat reopens after 2 hours and the customer still has not replied, send a second proactive check-in.
Snooze the chat for the following day.
Final Closure:
If there is still no response by the following day, the agent should inform the customer that the chat is being closed and then officially close the ticket.
2. Specialized Snooze (Engineering/Technical Tickets)
For complex issues requiring external department support (e.g., developers), the snooze duration is extended to avoid cluttering the daily inbox:
ClickUp Escalations: If a ClickUp ticket is created for an engineering issue, snooze the Intercom chat for one-week intervals.
Agent Responsibility: The agent who created the ticket retains full ownership and must manually check ClickUp for status updates to keep the customer informed, as the systems do not sync automatically.
Internal Documentation: Agents should add an internal note to the chat explaining that it is being snoozed for a week due to a pending ClickUp/Engineering resolution.
3. General Guidelines
Inbox Clarity: The primary purpose of snoozing is to keep the active pile manageable by removing idle chats that will reopen automatically if the client responds.
End-of-Day Cleanup: Agents should not have non-responsive chats sitting in a snoozed state indefinitely; they must follow the 2-hour/Next-day path to closure.
Visibility: Agents can easily distinguish these tickets in their pile because Intercom will show if a ticket is connected to the chat.