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AurionAI

Snooze, resolve, archive or delete a conversation

6 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can snooze, resolve, archive and mark as spam. Only Admin and Owner can resolve a conversation that still has open work. They can also delete and restore conversations, like users with the Delete conversations permission. Read-only users cannot use these actions.

When you cannot finish a conversation now, snooze it: it leaves your list and comes back at the time you choose. When the customer's issue is solved, resolve it. Archive, spam and delete take a conversation out of the normal list without solving it.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • Your base role is Agent, Supervisor, Admin or Owner. A Read-only user needs the Manage conversations permission, and the Archive conversations permission to archive.
  • To resolve despite open work, your base role is Admin or Owner. No additional role gives you this.
  • To delete or restore, your base role is Admin or Owner, or you have the Delete conversations permission.
  • You did not open the inbox from a link that ends in shared=1. Such a link opens the inbox read-only, whatever your role. Read What your role allows in the inbox.

The actions in this article are in the bar of buttons at the top of an open conversation. On a phone, most of them are in More.

Steps

Snooze a conversation

  1. Open the conversation.
  2. Select Snooze. The window Snooze Conversation opens.
  3. Choose when the conversation comes back:
    • Later today (4 hours)
    • Tomorrow morning (9 AM)
    • Next week (Monday 9 AM)
    • Custom date/time: then pick a date and a time in the field below. You cannot pick a time in the past.
  4. Select Snooze at the bottom of the window.

The Snooze Conversation window with the snooze choices

In the list, you can also point to a row and select Snooze: the same window opens. The times use the clock of your computer. You can also press S in an open conversation, or select Send & Snooze when you send a reply. Read Reply by email.

To bring a snoozed conversation back before its time, open it and select Unsnooze. To find your snoozed conversations, open the view Snoozed.

Resolve a conversation

  1. Open the conversation.
  2. Select Resolve, or press E.

You can also select Send & Resolve when you send a reply. A snoozed conversation cannot be resolved: select Unsnooze first.

When Resolve is grey: open tasks or child tickets

A conversation cannot be resolved while it has open work: a task that is open or in progress, or a child ticket that is not resolved or closed. Then Resolve is grey. A short message on the button gives the number of open tasks and the number of open child tickets. To read it, move to the button with the Tab key.

The conversation buttons with a grey Resolve button and the Override & resolve… button for an administrator

To resolve the conversation, do one of these:

  • Finish the work. Complete or cancel each open task in the Tasks tab (read Manage your tasks), and resolve or close each child ticket in the Linked tickets panel. Resolve works again when the counts reach zero.
  • Ask an administrator to override the block. Only Admin and Owner can do this.

Override the block (administrators only):

  1. Open the conversation.
  2. Select Override & resolve…. The window Admin override opens and lists the open tasks and child tickets.
  3. In Reason…, write why the conversation can be resolved anyway. The reason is required, up to 500 characters.
  4. Select Resolve with override.

The open tasks and child tickets stay open. The Activity tab records the override with your reason.

Archive a conversation

  1. Open the conversation.
  2. At the top of the conversation, next to Share, select the button with three dots.
  3. Select Archive, then Archive to confirm.

To bring it back, open it from the view Archived, select the button with three dots, and select Unarchive.

Mark a conversation as spam

  1. Open the conversation and select the button with three dots.
  2. Select Mark as spam, then Mark as spam to confirm.

To undo it, open the conversation from the view Spam, select the button with three dots, then Remove from spam, and confirm with Remove from spam.

Delete or restore a conversation

Requires: Admin or Owner, or the Delete conversations permission.

  1. Open the conversation and select the button with three dots.
  2. Select Delete, then Delete to confirm. The conversation moves to the view Trash.

To restore it, open it from the view Trash, select the button with three dots, and select Restore.

Result

  • Snoozed: the message Conversation snoozed appears. The conversation leaves the normal list and shows the time it will come back. At that time, or up to about two minutes later, it returns with the status it had before the snooze.
  • Resolved: the message Conversation resolved appears. After an override, the message is Conversation resolved (override). If the customer writes again, the conversation opens again by itself.
  • Archived, spam or deleted: the conversation leaves the normal list. Find it in the view Archived, Spam or Trash.

If something goes wrong

  • Snooze or Resolve is missing. The conversation is in a status that does not allow it, for example closed. Or your role cannot change conversations. Read What your role allows in the inbox.
  • Resolve is grey. The conversation has open tasks or child tickets. See When Resolve is grey.
  • An error message lists blocking items when you resolve, close or mark as spam. Another person added a task or a child ticket while you worked. The list in the message shows them. Finish them, or ask an administrator to override.
  • Resolve with override stays grey. Write a reason first.
  • Delete is refused because child conversations are still linked. Every child conversation blocks the deletion, even a resolved or closed one. Delete the child conversations first. No override exists for this case. Read Escalate, merge and link conversations.
  • Delete or Restore is missing. Your role cannot delete conversations. Ask your administrator.

Still stuck? Submit a request or .