SaaS product spec
Snooze & Reminders for Shared Inbox
Summary
Let a teammate snooze a conversation until a chosen time. It leaves the shared queue and comes back on its own, or as soon as the customer replies.
Problem
Agents star or tag conversations to remember them, so the open queue fills with threads that need no action today. New work gets buried and handover between shifts is slow.
Goals
- Shrink each agent's open queue to what needs action now.
- Make "come back to this later" a one-click action.
Non-goals
- Recurring reminders.
- Snoozing on behalf of other teammates.
Requirements
| ID | Requirement | Priority |
|---|---|---|
| SNZ-1 | Snooze from the conversation view with presets: later today, tomorrow 09:00, next week, custom date and time. | Must |
| SNZ-2 | Snoozed conversations leave the default queue and appear in a "Snoozed" view. | Must |
| SNZ-3 | At wake time the conversation returns to the top of the assignee's queue with a "Back from snooze" label. | Must |
| SNZ-4 | A new customer reply wakes the conversation immediately. | Must |
| SNZ-5 | Snooze times use each user's own time zone. | Should |
| SNZ-6 | Snooze several selected conversations at once. | Could |
Success metrics
- Median open-queue size per agent down 20% within 8 weeks of release.
- Fewer than 1% of snoozed conversations wake more than 60 seconds late.
Open questions
- Can team leads see colleagues' snoozed conversations?
- Maximum snooze length: 30 or 90 days?
Release plan
Internal dogfood, then beta for 10% of workspaces, then general availability.