Snooze takes a conversation off your active queue for a set amount of time and brings it back automatically, so you're not scrolling past something you already decided doesn't need attention right now.
What it does
Click Snooze on an open conversation and pick a preset: In 2 hours, Tomorrow morning, In 3 days, or Next week. The conversation immediately drops off every view except the dedicated Snoozed tab, and Arbyn logs an internal note with the exact time it will come back.
Where to find it
Snooze sits next to the customer's name near the top of an open conversation. From the conversation list, you can also snooze in bulk: select one or more rows and use the Snooze 24h action above the list. The bulk version is fixed at 24 hours and doesn't offer the other presets.
How it works
"Tomorrow morning" and "Next week" both mean 9:00 AM, your device's local time, on the next calendar day or seven days out respectively. "In 2 hours" and "In 3 days" are exact durations from the moment you click.
While snoozed, a conversation is invisible everywhere except the Snoozed view (under More views in the list, or the dedicated tab). It still exists, and nothing about the conversation itself changes; it's simply excluded from every other tab's query until it wakes up.
What actually wakes it back up, three ways, and they're not identical across channels:
You un-snooze it yourself. The banner at the top of a snoozed conversation has an Un-snooze button that clears it instantly.
The snooze period ends. A background check runs periodically and wakes any conversation whose snooze time has passed, dropping an internal note ("Snooze expired, conversation reopened") and returning it to your regular queue. This applies to every channel.
A new message arrives on email. If the customer replies by email while the conversation is snoozed, Arbyn immediately clears the snooze and reopens the conversation, so an email reply never sits invisibly for the rest of the snooze window.
On chat, a new customer message does not un-snooze the conversation early. Arbyn still keeps talking to the customer as usual while a chat conversation is snoozed. Snoozing only changes what shows up in your queue; it does not pause Arbyn's side of the conversation. But the conversation itself stays parked in the Snoozed view until the timer runs out or you un-snooze it by hand. If you're watching for a reply on a snoozed chat conversation specifically, don't rely on the reply itself to surface it the way it would on email.
Good to know
Snoozing never changes a conversation's status, only whether it's currently hidden. A conversation that was Escalated before you snoozed it is still Escalated once it wakes up.
The bulk Snooze action is always exactly 24 hours. For a different duration, open the conversation and use the individual Snooze presets instead.
Snoozing a Resolved conversation isn't offered. The Snooze control only appears while a conversation is still open.
FAQ
If I snooze a conversation and the customer emails back an hour later, do I see it right away? Yes on email. A reply clears the snooze immediately and moves the conversation back into your regular queue. On chat, the reply doesn't clear the snooze on its own; it wakes up at the time you originally picked, or when you un-snooze it manually.
Does Arbyn stop replying to the customer while I have their conversation snoozed? No, not on chat. Snooze is about what you see in your queue, not whether Arbyn keeps helping the customer.
Can I pick a custom snooze time instead of the four presets? Not currently. The four presets (2 hours, tomorrow morning, 3 days, next week) are the only individual options, and bulk snooze is fixed at 24 hours.