Introduction

Managing your support inbox effectively can often mean prioritizing certain conversations while deferring others for later attention. Richpanel’s snooze function allows you to temporarily remove a conversation from your active inbox and set it to return at a specified time. Additionally, enabling follow-up on snooze can help you maintain communication with customers, ensuring that their issues are resolved in a timely manner. This article will guide you through snoozing conversations and setting up follow-ups in Richpanel.

Prerequisites

Enabling Follow-Up on Snooze

Step 1: Set up Follow up Messages

1. Click on the gear icon on the bottom left of the Richpanel dashboard to go to 'Settings'.
2. In the settings menu, look for ‘Automation’ and then select ‘Follow Up On Snooze’ under this section.
3. Toggle the switch to enable follow-up messages. You can configure the timing for the follow-up, such as sending a message if the customer doesn't respond within a specific time frame (e.g., 5 minutes).
4. Click ‘Edit’ next to the follow-up message to customize the message content. Use tokens like %FirstName% to personalize the message with the customer's first name.
5. Ensure you save the changes to activate the follow-up messages upon a conversation being snoozed.
6. If desired, you can set multiple follow-ups by toggling on additional follow-up options and customizing them as needed.


Step 2: Set up Auto-close

7. Optionally, you can enable the auto-close feature for snoozed tickets, which will close the ticket automatically after a set period if there is no response from the customer.

Conclusion

Snoozing conversations in Richpanel allows you to maintain a clutter-free inbox and ensure you revisit important customer interactions at the most appropriate time. Coupled with the follow-up on snooze feature, you can automate part of the follow-up process, enhancing your customer service efficiency and making sure no conversation slips through the cracks.

• Introduction
• Prerequisites
• Enabling Follow-Up on Snooze
• Step 1: Set up Follow up Messages
• Conclusion