Description: This article briefly outlines the different types of scenarios in which CXAs should either simply snooze the chat or set the conversation state to “Don’t Snooze”


When to “Snooze” a chat?

When to use “Don’t Snooze”?

  • With the auto-close automation on Intercom, the conversations will get auto-snoozed whenever a user is unresponsive for 10 minutes


  • If we don’t hear back from them in the next 12 hours, we will send them a follow-up message. 


  • If they still don’t respond for another 12 hours, we’ll send them a message and the conversation will be closed automatically.


  • Chats with pending issues should NOT be closed before resolution. This includes issues or tasks that involve creating a JIRA  ticket or escalating an issue on Slack. Additionally, we must ensure to use the 'Don't snooze' option. 


  • Ensure that chats are snoozed on time and they are not marked ‘Don’t snooze’ unnecessarily


This rule does NOT apply to chats coming in through socials. (Facebook & Instagram). CXAs handling these chats should immediately close these chats as soon as they are replied to.



Following are the topics where we must use the 'Don't snooze' option

Account Verification & Resubmissions

FIA LEA Inquiry 

Account Deletion Request & Funds transfer

Expired CNIC Query 

App access issues 

Negative Balance 

Account Statements


PEP Case

BVS Error & Issues 

Remittance Certificate

BVS Disability 

Transaction OTP

BVS Nadra E-Sahulat

Login OTP

Balance Difference

Card Delivery Issues 

Call back Request

FTDH Cases

Disputes