Groove Help: New Indefinite Snooze Feature

This article provides help on Groove's new Indefinite Snooze feature. It explains the rationale behind the feature, how it works, and how it can help improve your customer support workflows.

Why Indefinite Snooze?

Groove has replaced the Pending status with Snooze. Snooze allows you to temporarily pause a conversation. However, there were cases where users needed a way to mark conversations as "pending" indefinitely, without the automatic re-opening functionality. Hence, the introduction of the Indefinite Snooze feature. It gives you the option to keep a conversation paused until you manually "unsnooze" it or change its status.

How Indefinite Snooze Works

When you snooze a conversation indefinitely, it stays in a paused state until you take action to re-open it. This solves the issue of conversations being automatically re-opened, which could become a nuisance for the user.

• You can snooze a conversation indefinitely using the new snooze option.
• It will stay snoozed until a user manually "unsnoozes" it or changes the status back to open/close.
• Indefinite Snooze removes the confusion between Pending and Snooze, as it combines both functionalities.

Benefits of Indefinite Snooze

The Indefinite Snooze feature provides several benefits for both agents and customers:

• Flexibility: It provides flexibility for managing conversations that require a pause for extended periods. This is especially helpful for complex or time-sensitive cases.
• Clarity: It eliminates the need for separate Pending and Snooze statuses, simplifying the user experience.
• Efficiency: It allows agents to focus on active conversations, minimizing distractions from paused conversations.
• Customer Satisfaction: It ensures that customer conversations are not automatically re-opened, potentially leading to frustration.

How to Use Indefinite Snooze

Here's how to use the Indefinite Snooze feature in Groove:

Updating Folders and Rules

To enhance the functionality of the Indefinite Snooze feature, Groove has added new folder conditions and rule actions.

Snooze Until Folder Condition

The new folder condition allows you to filter conversations based on their snooze durations.

• Snooze until greater than or equal Indefinitely: This displays all conversations snoozed indefinitely.
• Snooze until less than or equal Indefinitely: This displays both indefinitely snoozed conversations and those snoozed for other time intervals.
• Snooze until greater than 4 hours: This displays all conversations snoozed for more than 4 hours, including indefinitely snoozed conversations.

Snooze Rule Action

The new rule action allows you to automatically snooze conversations for specific time durations, including indefinitely.

This eliminates the need to manually snooze conversations and helps maintain consistent workflows.

• You can now use the "Snooze" action to automatically snooze conversations based on certain conditions.
• This helps streamline your workflow and automates the snooze process.

Contacting Groove Support

If you have any questions or need help with the new Indefinite Snooze feature, feel free to contact Groove support. You can get in touch via email at support@groovehq.com.