Snoozing, closing and spam

Keep your inbox to what needs doing now. You need a Full seat to snooze or close threads.

Snooze a thread

Snoozing hides a thread until a time you choose, then brings it back.

1. Open the thread and click Snooze.
2. Choose Later today, Tomorrow morning, Next week, In a month, Until they reply or Pick a date and time….

Snoozed threads are in Snoozed. If the customer writes in the meantime, the thread comes back straight away. To bring it back yourself, click Unsnooze.

Setting a follow-up task can snooze the thread until the task is due. See Tasks, follow-ups and appointments.

Close a thread

Close a thread when there’s nothing more to do. Closing asks how it ended, and that’s what your reports count.

1. Open the thread and click Close (or press e).
2. Choose the outcome:
   • Won: they bought. Add the Sale value (optional) if you like.
   • Lost: they went elsewhere or stopped looking. Choose a reason under Why was it lost?.
   • Nothing needed: nothing more to do, such as a question you answered.
   • No reply: they stopped replying.
3. Optionally add a note, then confirm.

Closed threads move to Done. If the customer writes again, the thread reopens. To reopen it yourself, choose Reopen from More actions.

To close several threads at once, tick them in the list and click Close. They all get the same outcome.

Lost reasons are set up in Settings > Tags and lost reasons. See Tags and lost reasons.

Mark as spam

Open More actions and choose Mark as spam. The thread moves to Spam and never counts as a lead. If you got it wrong, open it from Spam and choose Not spam.

Threads stay in Spam for 30 days with nothing new in them, then they’re deleted.

Other tidying up

From More actions you can also:

• Mark as unread, to come back to it.
• Pin to top, to keep it at the top of your list (up to 10 threads, just for you).
• No reply needed, when the customer’s last message doesn’t need an answer.