Use boomerangs to follow up on conversations

When you want to follow up with a conversation later, you can use a boomerang to move it from the Pending queue back into the New queue after a set period of time. To set a conversation to “boomerang” back to the New queue, use the following instructions:

1. Select Conversation state actions at the top of the reply area, and then select Boomerang to New.
   

2. You can set your boomerang to occur in 15 minutes, 1 hour, 4 hours, or 24 hours, or choose a custom time by selecting Select using calendar. You can also add notes to the boomerang to include follow-up information.

Once you set a boomerang, Cancel boomerang appears, allowing you to cancel the boomerang at any time and reminding you that a boomerang is set on the conversation.

If a boomerang moves a conversation to the Pending queue, the agent assignment stays the same.