Set a Conversation Reminder

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 later without losing track of them. When a reminder is active, the conversation is placed on hold and does not affect time-based reports.

Set a reminder

1. Open the conversation from the main dashboard or select the checkbox next to a conversation.
2. Select Hold in the top navigation menu.
3. 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 reminder

To edit or remove a reminder, navigate to your On Hold conversations.

1. Locate the conversation you want to update.
2. Select the checkbox next to the conversation or open it directly.
3. Select Edit Reminder in the upper toolbar.
4. From here you can update the reminder date and time, or select Resolve to remove the reminder entirely.

Editing a reminder updates the conversation timeline and keeps the conversation On Hold. Resolving a reminder removes it and leaves the conversation in a Resolved state.