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Follow up on snoozed Kustomer conversations

You asked a customer for an order number and snoozed the conversation until they reply. A week later it is still snoozed, and nobody looks at it until the customer writes angrily.

Cotlet does it in your own Kustomer account with search_conversations, get_conversation_messages, reply_to_conversation and mark_conversation_done, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Kustomer do this on its own?

Kustomer snoozes a conversation until a time or the customer's reply, and an admin can build workflows that send a final message and mark it done (checked 17 Oct 2026). The workflow sends the same text to every customer and is built by pasting JSON. None of it quotes what you asked for in that conversation or decides that a second reminder is too much.

How you do it in Kustomer today

  1. The agent clicks Snooze Conversation and picks when it returns to Open: 2 hours, tomorrow morning at 9 a.m., a custom date and time, or when the customer replies.
  2. When the snooze expires, Kustomer sends the agent an email and a notification reminding them about the conversation.
  3. The agent opens the conversation, rereads the thread to remember what was asked, and writes a reply in the reply editor.
  4. If nothing comes back, the agent selects Mark as Done, and the conversation can be reopened if the customer writes later.
  5. Admins can build a callable workflow and a scheduler workflow that send a final message and mark snoozed conversations done after a set time, using JSON pasted into the Workflow Editor.

How to follow up on snoozed Kustomer conversations

Prompt

Find Kustomer conversations that have been snoozed for more than 5 days where the customer has not written back. Send one short reminder that quotes what we asked for, then mark them done after a second silence. If we already sent a reminder, list the conversation for me instead.
  1. 01

    Find the stale ones

    search_conversations runs with status snoozed and an update date older than your cutoff, so only conversations that really waited are listed.

  2. 02

    Read the thread

    get_conversation_messages returns the messages in order. The agent checks that the last message is yours, so a conversation where the customer already answered is skipped.

  3. 03

    Count reminders

    If an earlier outbound message already is a reminder, the agent does not send another. It lists the conversation for you with the days waited.

  4. 04

    Write the reminder

    reply_to_conversation sends a short message that repeats the one question you asked, in your wording, on the channel of the last message. Each reply asks for your OK until you switch confirmation off.

  5. 05

    Close after a second silence

    If your prompt says to finish after another silence, mark_conversation_done sets the status to Done. A Done email conversation reopens if the customer replies.

What you get back

Example data

Snoozed for more than 5 days: 8
Reminder sent 4, e.g. Dana Whitfield, waiting 6 days for the order number
Marked done after a second silence 2
Customer replied since, skipped 1
Already reminded, left for you 1:
- Jon Reyes, waiting 12 days

Other ways to ask

  • Every Monday, list snoozed conversations older than a week with the question we asked, and send nothing.
  • Remind only customers on conversations tagged enterprise, and write to them in a more formal tone.
  • After one reminder and 3 more days of silence, mark the conversation done without another message.

What Kustomer allows, and what to know first

  • Kustomer has three main statuses: Open, Snoozed and Done. A sub-status can explain why a conversation is snoozed.
  • A snooze ends at the chosen time or when the customer replies, and removing a snooze returns the conversation to Open.
  • When a customer replies to an email thread of a Done conversation, Kustomer reopens the same conversation, with no time limit.
  • Chat and SMS have a window of about 24 hours of inactivity, after which a new conversation is created.
  • A reply is limited to 10,240 characters on email and chat, 1,600 on text/SMS and 2,000 on Facebook DM.

reply_to_conversation asks for your OK by default. To run it daily without you, switch confirmation off for that tool in your dashboard.

Sources: Kustomer Help: Change conversation or task status · Kustomer Help: Resolve snoozed conversations with workflows · Kustomer Help: Respond to conversations

Call reply_to_conversation from a script

curl

curl -X POST https://cotlet.dev/api/v1/kustomer/conversations/6718d2e4a1b2c3d4e5f60733/replies \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"body":"Hi Dana, just checking in. To fix the export we still need the order number from your confirmation email. Reply here when you have it."}'

Example response

{
  "conversation_id": "6718d2e4a1b2c3d4e5f60733",
  "message_id": "6720b1c7a1b2c3d4e5f60844",
  "channel": "email",
  "direction": "out",
  "status": "snoozed",
  "created_at": "2026-10-17T09:00:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is kustomer_write → reply_to_conversation. Example data.

Schedule it in n8n, Make, Zapier or cron

Kustomer tools this automation uses

Cotlet Kustomer tools used to follow up on snoozed Kustomer conversations
Tool Parameters
search_conversations status, tag, customer_id, updated_before, updated_after, limit, cursor
get_conversation_messages conversation_id, direction, channel, cursor
reply_to_conversation conversation_id, body
mark_conversation_done conversation_id
All 12 Kustomer tools with descriptions

Frequently asked questions

Is it safe to connect Kustomer to Cotlet?

Yes. You sign in to Kustomer yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Kustomer once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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