How to put a customer on hold

When to use the "On Hold" status

This feature is perfect for situations where you can't resolve a ticket in one go. Use it when you need to:

• Check in with a colleague or another department.

• Do some in-depth research.

• Wait for key information or internal approval.

• Call back a client who is unavailable at the moment.

How to place a conversation on hold

It's a simple 3-step process:

1. First, write your reply to let the client know about the next steps.

2. Under "Options" (the arrow on the right), switch on the "Put customer on hold" toggle. You'll see the main button change from "Send and Close" to "Send and put on hold."

3. Click the "Send and put on hold" button to send your message.

And you're all set! Your reply is sent, and the conversation stays in your active ticket list. This keeps it on your radar so you can easily find it later and nothing falls through the cracks.

If you were unable to reach your customer by phone

If you were unable to reach your customer by phone, you can put them on hold and try to call them later:

1. Click on "Customer is not reachable";
2. Add an internal note that will only be visible to you and your colleagues;
3. Click on "Confirm call failed and put on hold".
   
   

The customer review will then be moved to the top of your inbox in the "Customers on hold" section. You can then resume the file and contact the customer again by phone or in writing.