> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Snoozed Conversations, Intercom > Live count of conversations parked in the snoozed state — work deferred, not done. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Conversation Intelligence](/nerve-centre/connectors#connectors-by-type) > 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 the `conversations` 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`](/nerve-centre/kpi-cards/intercom/open-backlog-trend) | Snoozed work re-enters this backlog when it wakes — read them as one queue. | | [`ic_open_conversations`](/nerve-centre/kpi-cards/intercom/open-conversations) | The live open count that a large snooze pile can artificially flatter. | | [`ic_alert_oldest_open`](/nerve-centre/kpi-cards/intercom/oldest-open-conversation) | A repeatedly re-snoozed conversation often becomes your oldest open once it wakes. | | [`ic_reopen_rate`](/nerve-centre/kpi-cards/intercom/reopen-rate) | A batch of snoozes waking at once shows up as reopens here. | | [`ic_volume_trend`](/nerve-centre/kpi-cards/intercom/conversation-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. | **Cross-connector reconciliation:** snoozes tied to "waiting on restock" overlap with the commerce inventory signal — when a stock topic is heavily snoozed, check **Complaints on Out-of-Stock SKUs**. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Snoozed Conversations update?** This is a real-time card; it reflects the live snoozed count at the last refresh, typically within a minute or two of the workspace state. **Q: Why does my Intercom Inbox show a different number?** Usually snapshot timing (conversations waking between reads) or an Inbox filter scoped to one team. Clear filters and refresh both views to reconcile. **Q: Do snoozed conversations count in my open backlog?** No. They are excluded while snoozed and rejoin the open count when they wake. That is exactly why a big snooze pile can hide a backlog — watch this card alongside **Open Backlog Trend**. **Q: Can I customise the alert threshold?** This card ships without a threshold, but you can add a sensitivity rule per profile in the Sensitivity tab — for example, alert when snoozed exceeds a share of your open queue. *** ### Tracked live in Vortex IQ Nerve Centre *Snoozed Conversations* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.