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Snooze & Postpone Conversations

Snoozing lets you postpone a conversation until you are ready to deal with it. A snoozed conversation leaves the Open tab and moves to the Snoozed tab until the time you choose — then it returns to Open on its own. It is the inbox equivalent of "remind me later".

This is useful when you are waiting on a customer to gather information, a third party to respond, or simply want to clear your active queue of things you cannot action right now.

How it works​

  • Snoozing sets a snoozed_until timestamp on the conversation.
  • While snoozed_until is in the future, the conversation is considered snoozed: it is filtered out of Open and shown under Snoozed.
  • The conversation's underlying status stays open the whole time — snooze is a derived state, not a separate status.
  • When snoozed_until passes, the conversation simply reappears in Open. Expiry is evaluated at query time — there is no background job and no extra event when the timer lapses.
  • You can optionally have an incoming customer message clear the snooze immediately (auto-reopen). This is controlled per snooze by the reopen_on_message flag.
Two fields on the conversation

Snooze adds two fields to the conversation object: snoozed_until (the ISO 8601 UTC timestamp) and snooze_reopen_on_message (the boolean auto-reopen choice). Both are null when the conversation has never been snoozed or after it has been unsnoozed.

Snooze a conversation​

curl -X POST "https://api.sendseven.com/api/v1/conversations/conv_xyz789/snooze" \
  -H "Authorization: Bearer $SENDSEVEN_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "snoozed_until": "2026-06-23T09:00:00Z",
    "reopen_on_message": true
  }'
FieldTypeRequiredDescription
snoozed_untilstring (ISO 8601, UTC)yesWhen the conversation should return to Open. Must be in the future — a past timestamp returns 422. Send as a timezone-aware/UTC datetime; compute the absolute time from the user's local timezone client-side.
reopen_on_messagebooleanno (default false)If true, an incoming customer message clears the snooze and returns the conversation to Open immediately. If false, only the timer un-snoozes it.

The endpoint returns the updated conversation object, now including snoozed_until and snooze_reopen_on_message.

Recommended default

The SendSeven inbox UI defaults the "reopen automatically when the customer replies" checkbox to on, so agents do not miss a reply while a conversation is snoozed. We recommend the same default in your own integrations.

Validation​

ConditionResponse
snoozed_until is in the past or now422 Unprocessable Entity — "snoozed_until must be in the future"
Conversation not found in your workspace404 Not Found
Agent lacks permission to act on another agent's conversation403 Forbidden

Unsnooze a conversation​

Clear the snooze and return the conversation to Open immediately:

curl -X DELETE "https://api.sendseven.com/api/v1/conversations/conv_xyz789/snooze" \
  -H "Authorization: Bearer $SENDSEVEN_API_KEY"

This nulls both snoozed_until and snooze_reopen_on_message and returns the updated conversation. It is idempotent — calling it on a conversation that is not snoozed is a no-op (and still safe).

Auto-reopen on incoming message​

When a conversation was snoozed with reopen_on_message: true, the first genuine inbound customer message clears the snooze automatically across every channel (WhatsApp, Telegram, SMS, Messenger, Instagram, email, live chat). The conversation returns to Open and a conversation.updated webhook is emitted with "change": "unsnoozed".

Outbound/agent messages and channel echoes (for example, a reply sent from the WhatsApp Business app) never trigger auto-reopen — only real customer messages do.

Listing snoozed conversations​

The conversation list endpoint exposes the three tabs via the status filter:

# Snoozed tab — open conversations whose snoozed_until is in the future
curl "https://api.sendseven.com/api/v1/conversations?status=snoozed" \
  -H "Authorization: Bearer $SENDSEVEN_API_KEY"
status valueReturns
openOpen conversations excluding snoozed ones.
snoozedOpen conversations whose snoozed_until is in the future.
closedClosed conversations.

The open filter deliberately excludes snoozed conversations, and the "needs reply" badge counts do the same, so snoozing genuinely removes a conversation from the active queue.

Webhook: conversation.updated​

Snoozing and unsnoozing both emit a conversation.updated webhook (and the equivalent real-time WebSocket event), so your systems can move the conversation between tabs live.

{
  "id": "evt_conv_010",
  "type": "conversation.updated",
  "event_id": "evt_conv_010",
  "created_at": "2026-06-22T14:00:00Z",
  "tenant_id": "tenant_abc123",
  "data": {
    "change": "snoozed",
    "conversation": {
      "id": "conv_xyz789",
      "channel_id": "ch_123",
      "contact_id": "ct_456",
      "status": "open",
      "subject": null,
      "snoozed_until": "2026-06-23T09:00:00Z",
      "snooze_reopen_on_message": true,
      "created_at": "2026-06-22T10:29:00Z"
    },
    "actor": {
      "user_id": "user_1a2b3c"
    }
  }
}
data fieldDescription
change"snoozed" when a snooze is set, "unsnoozed" when it is cleared (manually, by the timer being removed, or by auto-reopen).
conversationThe updated conversation, including snoozed_until and snooze_reopen_on_message.
actorWho triggered the change (the acting user). Omitted for system-triggered changes such as auto-reopen on an inbound message.

See the full Webhook Events Reference for how conversation.updated fits alongside conversation.created and conversation.closed.

Next steps​