Each conversation in Chattering carries a status and an optional priority. Together they control what shows in your inbox and how urgently the team handles it. Snoozing is a third tool that temporarily removes a conversation from view until a time you choose.
Status
Status tells you where a conversation sits in its lifecycle.
Open means the conversation needs attention — either the customer hasn't received a reply yet, or the most recent message came from them. Open conversations appear in the default inbox view and count toward your team's response-time targets.
Snoozed means you've asked Chattering to hide the conversation until a specific time. The status shows as Snoozed rather than Open, and the conversation won't appear in your main inbox until the snooze expires. More on snoozing below.
Closed means the issue is resolved. Chattering removes a closed conversation from the active queue, but it stays searchable and reappears if the customer replies. Closing also triggers something useful: Chattering drafts a help article from the conversation, unpublished, waiting in Help center → AI drafts. A question you answered once becomes documentation you can publish in one click.
You can reopen any closed conversation by replying to it or by changing the status manually from the conversation header.
Priority
Priority is optional, and most conversations work fine without it. It becomes useful when your inbox is busy and the team needs to agree on what to handle first.
There are four levels:
- Urgent — for anything time-critical where a delay causes real damage: SLA clocks, outages, payment failures. Urgent conversations appear at the top of the inbox regardless of age.
- High — for issues that need a same-day response but aren't on fire: feature-blocking bugs, escalations, frustrated repeat customers.
- Normal — the default. Every new conversation starts at Normal priority unless you change it.
- Low — for questions that can wait: feature ideas, general feedback, non-blocking questions the customer flagged as not urgent.
How to change priority: Open a conversation and look in the right-hand detail panel. There's a Priority field just below the contact name. Click it to pick a different level. You can also change priority from the inbox list by right-clicking the conversation row.
Priority affects inbox ordering — Urgent always floats above High, High above Normal, and so on — but it doesn't change routing or assignments on its own. If you want Urgent conversations to always land with a specific agent, set that up in Settings → Rules.
Snooze
Snoozing hides a conversation until a time you pick. It's useful when you're waiting on a customer to follow up, or when a question makes more sense to handle tomorrow morning.
To snooze a conversation:
- Open the conversation.
- Click the Snooze button in the action bar at the top, next to the Close button.
- Pick a duration: Later today (3 hours from now), Tomorrow (9 AM the next business day), Next week (Monday at 9 AM), or Custom to set an exact date and time.
- Confirm. The conversation disappears from the Open list and its status changes to Snoozed.
When the snooze expires, the conversation status flips back to Open and the conversation reappears at the top of your inbox with a Snoozed label so you know it returned from sleep. If the customer replies before the snooze expires, the snooze cancels automatically and the conversation goes back to Open right away.
You can cancel a snooze at any time by opening the conversation and clicking Unsnooze.
Close
Closing marks a conversation as handled. You can close from the action bar at the top of any conversation, or by pressing C as a keyboard shortcut. Closed conversations move out of the active queue but remain searchable — if the customer replies, the conversation reopens automatically.
Filters
The list header lets you filter by Open, Snoozed, Closed, or All. The search box matches conversation content, contact name, and message text — useful when you remember something about a conversation but can't find it by status alone.