--- title: How to put a customer on hold description: "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 inf" --- [Skip to content](https://help.goodays.co/en/put-a-customer-on-hold#main-content) - [English](https://help.goodays.co/en/put-a-customer-on-hold) - [Français](https://help.goodays.co/mettre-en-attente) - [日本語](https://help.goodays.co/ja/顧客を待機中にする方法) English Show submenu for translations [![Black Icon](https://help.goodays.co/hs-fs/hubfs/Black%20Icon.png?width=100&height=100&name=Black%20Icon.png)](https://help.goodays.co?hsLang=en) - [Home](https://help.goodays.co/) Open main navigation Close main navigation - [Home](https://help.goodays.co/) - - [English](https://help.goodays.co/en/put-a-customer-on-hold) - [Français](https://help.goodays.co/mettre-en-attente) - [日本語](https://help.goodays.co/ja/顧客を待機中にする方法) English Show submenu for translations - [Log In](https://app.goodays.co/pro/login/) [Log In](https://app.goodays.co/pro/login/) How can we help you ? - There are no suggestions because the search field is empty. 1. [Home](https://help.goodays.co/en?hsLang=en) 2. [My messaging](https://help.goodays.co/en/my-messaging?hsLang=en) 3. [Answer & manage my client reviews](https://help.goodays.co/en/my-messaging?hsLang=en#answer-manage-my-client-reviews) # 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. ![Screenshot 2025-07-16 at 14.55.29](https://help.goodays.co/hs-fs/hubfs/Screenshot%202025-07-16%20at%2014.55.29.png?width=688&height=256&name=Screenshot%202025-07-16%20at%2014.55.29.png) ![Screenshot 2025-07-16 at 14.55.44-1](https://help.goodays.co/hs-fs/hubfs/Screenshot%202025-07-16%20at%2014.55.44-1.png?width=688&height=257&name=Screenshot%202025-07-16%20at%2014.55.44-1.png) ### 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**". ![eche-appel-EN (1)](https://help.goodays.co/hs-fs/hubfs/eche-appel-EN%20(1).gif?width=688&height=354&name=eche-appel-EN%20(1).gif) 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. 📝 When your call is put on hold, the response time indicator also pauses.   - [Collecting reviews](https://help.goodays.co/en/collecting-reviews?hsLang=en#main-content) - [Review collection channels and sources](https://help.goodays.co/en/collecting-reviews?hsLang=en#review-collection-channels-and-sources) - [My user account](https://help.goodays.co/en/my-user-account?hsLang=en#main-content) - [How to start with Goodays](https://help.goodays.co/en/my-user-account?hsLang=en#how-to-start-with-goodays) - [Account basics](https://help.goodays.co/en/my-user-account?hsLang=en#account-basics) - [My Goodays profile](https://help.goodays.co/en/my-user-account?hsLang=en#my-goodays-profile) - [Password and login](https://help.goodays.co/en/my-user-account?hsLang=en#password-and-login) - [My messaging](https://help.goodays.co/en/my-messaging?hsLang=en#main-content) - [My inbox](https://help.goodays.co/en/my-messaging?hsLang=en#my-inbox) - [Answer & manage my client reviews](https://help.goodays.co/en/my-messaging?hsLang=en#answer-manage-my-client-reviews) - [Reply features](https://help.goodays.co/en/my-messaging?hsLang=en#reply-features) - [Share features](https://help.goodays.co/en/my-messaging?hsLang=en#share-features) - [Other quick actions](https://help.goodays.co/en/my-messaging?hsLang=en#other-quick-actions) - [Modify/delete a review or reply](https://help.goodays.co/en/my-messaging?hsLang=en#modify-delete-a-review-or-reply) - [Chat](https://help.goodays.co/en/my-messaging?hsLang=en#chat) - [My statistics](https://help.goodays.co/en/my-statistics?hsLang=en#main-content) - [Summary of your results (Overview)](https://help.goodays.co/en/my-statistics?hsLang=en#summary-of-your-results-overview) - [Conversation statistics](https://help.goodays.co/en/my-statistics?hsLang=en#conversation-statistics) - [Satisfaction statistics](https://help.goodays.co/en/my-statistics?hsLang=en#satisfaction-statistics) - [Online presence](https://help.goodays.co/en/my-statistics?hsLang=en#online-presence) - [Other tools and indicators](https://help.goodays.co/en/my-statistics?hsLang=en#other-tools-and-indicators) - [Data search and export](https://help.goodays.co/en/my-statistics?hsLang=en#data-search-and-export) - [Mobile application](https://help.goodays.co/en/mobile-application?hsLang=en#main-content) - [Getting started with the Goodays mobile app](https://help.goodays.co/en/mobile-application?hsLang=en#getting-started-with-the-goodays-mobile-app) - [Support](https://help.goodays.co/en/support?hsLang=en#main-content) - [Frequently Asked Questions](https://help.goodays.co/en/support?hsLang=en#frequently-asked-questions) - [Goodays Support](https://help.goodays.co/en/support?hsLang=en#goodays-support) - [Home](https://help.goodays.co/) - [Contact Us](https://help.goodays.co/kb-tickets/new) [![Chill listening crop-3](https://help.goodays.co/hs-fs/hubfs/Goodays_logo_RGB_1-3.png?width=130&height=24&name=Goodays_logo_RGB_1-3.png "Chill listening crop-3")](https://goodays.co/fr)