Master a conversation: snooze, priority, notes, participants and pausing the AI

Beyond replying, you have many actions to manage a conversation (action bar and the "…" menu).

Status and follow-up

• Resolve / Reopen a conversation.
• Snooze: the conversation reopens at the chosen time (next reply, tomorrow, next week, a specific date).
• Mark as pending.
• Priority: Urgent, High, Medium, Low.

Collaboration

• Assign to an agent or a team.
• Private notes: visible only to your team; type @ to mention a teammate.
• Participants: add "watchers" who follow the conversation.
• Labels to categorize.

The AI

• Pause / resume the AI on this conversation (the "…" menu) — handy to take over manually.

Good to know: useful shortcuts — Alt+E to resolve, and type / in the reply box to insert a canned response.