The conversations your team has hit snooze on. Deferred work that will land back in the queue when it wakes.
At a glance
Snoozed Conversations is a Conversation Intelligence metric tracked from Intercom data. It is a live count of conversations currently in the snoozed state — paused by an agent to resurface at a set time (waiting on a customer reply, a stock restock, a refund clearing). For the support lead at Blitz it is the hidden half of the queue: snoozed work is invisible in the open backlog but will reappear. A large or growing snooze pile can mask a backlog problem and create a future wave of re-opens.
| What it counts | Conversations whose state is snoozed right now, from the Intercom conversations endpoint. Each snoozed conversation has a snoozed_until timestamp; when it passes, the conversation wakes back to open. |
| Sample type | Real-time data from Intercom (conversations filtered to state = snoozed). |
| Why it matters | Snooze is a legitimate tool — but it also lets a queue look cleaner than it is. Conversations snoozed and forgotten become aged, unhappy customers. A snooze count that keeps climbing usually means agents are deferring rather than resolving, and every snoozed item is a future addition to Open Backlog Trend when it wakes. |
| Reading the value | Read the level and its trend. A modest, stable count (genuinely waiting on customers or restocks) is healthy. A rising count, or a count large relative to your open queue, is a flag — it can hide a backlog and predict a re-open spike when a batch of snoozes wakes at once. |
| Currency | number |
| Time window | RT |
| Alert trigger | — |
| Sentiment key | null |
| Roles | owner, operations |
Calculation
Calculated automatically from your Intercom data. Vortex IQ queries theconversations endpoint in real time for conversations whose current state is snoozed and counts them. Snoozed conversations are deliberately excluded from the open backlog while they sleep — they hold a snoozed_until time and automatically return to open (waking) when that time passes, at which point they rejoin the open count. This card is a point-in-time snapshot, not a rolling window. See the worked example below for a typical reading.
Worked example
A representative reading of Snoozed Conversations for Blitz on Intercom. On a normal day the card reads ~12 snoozed — customers asked to confirm a size, or orders snoozed until a restock lands. The support lead is relaxed: open backlog reads 28, snoozed is a small slice. Then over a fortnight snoozed climbs to 60 while open backlog stays at 28. The lead spots the pattern: agents are snoozing “where is my order” conversations to next week rather than resolving them, because a supplier shipment is late. The open queue looks healthy but 60 customers are simply parked. When the shipment date slips and 40 of those snoozes wake on the same morning, Open Backlog Trend jumps and Reopen Rate ticks up. The founder, forewarned by the snooze pile, has already staffed for the wave. For deeper investigation, use Vortex Mind to see which topics are being snoozed; for natural-language exploration, ask Ask Viq “how many snoozed conversations wake in the next 24 hours?”.Sibling cards merchants should reference together
| Card | Why merchants reach for it |
|---|---|
ic_backlog_trend | Snoozed work re-enters this backlog when it wakes — read them as one queue. |
ic_open_conversations | The live open count that a large snooze pile can artificially flatter. |
ic_alert_oldest_open | A repeatedly re-snoozed conversation often becomes your oldest open once it wakes. |
ic_reopen_rate | A batch of snoozes waking at once shows up as reopens here. |
ic_volume_trend | Context for whether snoozing is rising because intake rose or because resolution stalled. |
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: In the Intercom Inbox, filter to the “Snoozed” state to see the live list and count. This is the most direct match for this card. Reports does not surface a standalone snoozed total, so the Inbox filter is your reconciliation point. Why the Vortex IQ value may legitimately differ:| Reason | Direction | What to do |
|---|---|---|
| Snapshot timing. A snoozed conversation can wake between the Vortex IQ refresh and the moment you read the Inbox. | Variable | Refresh both views together; expect small drift on a busy workspace. |
| Inbox scope. The Inbox “Snoozed” filter may be scoped to a specific team or admin; the card counts the whole workspace. | Inbox lower | Clear team/assignee filters in the Inbox before comparing. |
Just-woken conversations. A conversation that woke seconds ago is open in one view and may still show snoozed in a stale cache of the other. | Marginal | Allow for refresh lag near snoozed_until boundaries. |