Snoozing and wake-up calls

In short: Snoozing sets a ticket aside until a moment you choose. The ticket disappears from the work queue and comes back by itself at that moment. You can also only set a wake-up call without setting the ticket aside, and you can ask aishaa to pick up the ticket itself when the snooze ends.

Where to find this

Open a ticket via Tickets and click the clock icon Snooze in the top bar. The snooze dialog (Snooze: followed by the ticket) appears.

Who: from the Agent role. Snoozing applies per ticket within the organisation the ticket belongs to.

The snooze dialog with the choice of who is notified, the quick options, the date and time, the Set the conversation aside until this moment switch and the Let aishaa pick this up when the snooze ends option.

Snoozing a ticket

1. Open the ticket and click Snooze.
2. Under Who should be notified?, choose who gets a notification when the snooze ends (see the table below).
3. Choose a moment. Use a quick option (+15 min, +30 min, +1 hour or Tomorrow 09:00) or enter a date and time yourself under Snooze until. The moment must be in the future.
4. Leave Set the conversation aside until this moment switched on if the ticket should leave the work queue. Switch it off if you only want a wake-up call (see below).
5. Optionally fill in an Internal note (optional). Only your team sees it, not the customer.
6. Click Snooze ticket.

The ticket gets the status Snoozed and disappears from the ticket overview until the chosen moment. At the top of the ticket, a banner shows the text This ticket is snoozed until followed by the date and your note.

An open ticket with the yellow banner This ticket is snoozed until (date) and the note at the top.

Who gets a notification

Only setting a wake-up call

In the dialog, switch off Set the conversation aside until this moment. The ticket then simply stays in the overview and keeps its status. At the chosen moment you only get the notification. This is useful if you want to keep seeing a ticket but be reminded of it later.

Scheduled wake-up calls appear at the top of the ticket in the Geplande wekkers block, with the time, the note and who set the wake-up call. Use the cross next to a wake-up call to cancel it.

Letting aishaa pick up the ticket

In the dialog, switch on Let aishaa pick this up when the snooze ends. A required field Instructions for aishaa (What should aishaa check or do at that moment?) appears. Describe what aishaa should do, for example “Ask the customer whether the parcel has been delivered by now”.

At the agreed moment, the agent that answers the conversation continues its work on the customer’s last message, with your instructions added. It does not start over, but looks at what has happened since and writes a reply if needed. If the AI is off for this ticket, nothing happens with aishaa at that moment; the ticket does come back.

By default aishaa prepares the reply as a proposal (Unchecked, aishaa prepares the reply as a draft for review.), so a colleague can still check it. Tick aishaa may send the reply immediately if the reply may go out without a colleague. Your tick is then the permission, but the standard checks still apply. The reply only goes out by itself if:

• the organisation’s Emergency stop for sending by itself is off and the AI is not paused for the organisation;
• the conversation does not run through a marketplace;
• there are no open placeholders in it and the agent itself does not ask for a colleague;
• an independent safety check approves the reply.

If one of those checks fails, the reply stays a proposal in the composer. See Trust and letting an agent send by itself.

What happens when the snooze ends

• The ticket gets the status Open again and is back in the ticket overview.
• The chosen people get a notification. In aishaa a pop-up Snooze expired appears with a sound signal and the buttons Open ticket and Close popup. Anyone who has switched on push notifications also gets a push message on their device.
• You can find all snooze notifications via the notification icon (the bell) in the top bar of aishaa, under Snooze notifications.

Good to know

• If the customer sends a message while the ticket is snoozed, the snooze stops immediately. The ticket becomes Open again and the scheduled wake-up call lapses.
• A snooze that ends comes back via the notification and via Now in the dock, so you do not miss it.
• A snooze in the past cannot be saved. You then see the message The snooze time must be in the future.
• If you choose Let aishaa pick this up when the snooze ends without instructions, you cannot save (Provide instructions for aishaa.).
• Snoozing is different from waiting for an external party. If you are waiting for a supplier or other third party, use the status Waiting for external reply.

Related

• Ticket statuses and lifecycle
• Waiting for an external reply
• Notifications
• Trust and letting an agent send by itself