The Snooze feature allows you to temporarily postpone call notifications to manage your incoming calls more effectively. In this guide, you’ll learn how to create custom Snooze reasons, assign user permissions, track Snooze analytics, and activate the feature in your dialer.

Prerequisites

You must be an account administrator to access and configure Snooze settings.

Create and configure the Snooze feature

1. Create a Snooze status

Set up custom Snooze statuses and reasons for your organization so users can select their reason for pausing notifications.

Go to the Snooze page.
Click on Create Snooze.
Enter an API name.
Add the name of the Snooze in other languages.
Choose a color and an icon.
Click on Save Snooze.

💡 You can check the option to apply the Snooze to all calls except for internal calls and/or direct lines. You can also activate, deactivate, or edit your Snooze configurations at any time.

2. Grant Snooze permissions to users

Enable permissions for your team members so they have the option to put themselves on Snooze.

Go to your Users page.
Choose a specific user.
Go to Permissions.
Activate the option to choose a Snooze and put themselves on Snooze.

💡 Tip: You can easily apply this configuration to other users, groups, or roles in bulk to save time.

3. Use the Snooze in the dialer

Once permissions are granted, agents can easily manage their availability directly from their dialer interface.

Go to your dialer.
Click on the Snooze icon located at the bottom right of your dialer (indicated by a red circle).
Select your Snooze status or reason, or set a timer. To set a duration, click on the "Set a timer" button. Enter the time you want to be in Snooze, and select your status. Once active, you'll see a timer above the Snooze icon to help you keep clear track of your downtime.
Click the icon again to put yourself back as Available.

⚠️ Transfers do not take the Snooze mode into account.

4. Track Snooze analytics

Monitor how much time your team spends on break or focused work using the analytics dashboard.

Go to the Snooze analytics page.
Select the specific Snooze status you want to focus on.
Edit your filters (choose the user, the period, the group, etc.).

🎉 You now know how to create and configure the Snooze feature and can help your team maintain focus and manage their workflows without interruptions!