You can alert yourself or another staff member about a conversation at a future date and time by setting a reminder. Conversation reminders let you follow up on messages at a later date without losing track of them. When a reminder is active, the conversation is placed on hold and does not affect time-based reports.
You can set reminders for yourself or assign them to another staff member.
Set a Conversation Reminder
- Open the conversation from the main dashboard or select the checkbox next to a conversation
- Select Hold in the top navigation menu
- Choose the date and time for the reminder
When the reminder triggers, the assigned staff member receives an email notification and the conversation returns to an unresolved status
Edit or Remove a Conversation Reminder
To edit or remove a reminder, start by navigating to your On Hold conversations.
- Locate the conversation you want to update
- Select the checkbox next to the conversation or open the conversation directly
- Select Edit Reminder in the upper toolbar
- From here, you can:
- Update the reminder date and time, or
- Select Resolve to remove the reminder
Editing a reminder updates the conversation timeline and keeps the conversation on hold. Resolving a reminder removes the reminder and leaves the conversation in a resolved state.