Not everything in the queue should be answered right now, and not everything is a separate conversation. Three actions handle the rest, and they're easy to confuse.
Merging combines two conversations into one. Use it when the same person wrote twice, or when one problem arrived through two channels — an email and a chat about the same thing.
Gleap can point out likely duplicates, which are worth checking rather than dismissing: someone who wrote yesterday and again today has usually forgotten or not escalated, and answering both separately is confusing for everyone.
Merge before you reply where you can. Merging after two people have answered separately leaves a thread that reads oddly.
Snoozing hides a conversation until a time you pick — later today, tomorrow, next week, or a date of your own — and brings it back then.
This is the right action for anything genuinely blocked: waiting on a customer, waiting on a release, waiting on a colleague. It keeps the queue honest, because what's in front of you is what you can actually act on.
Archiving takes a conversation out of the queue without treating it as resolved work. It suits automated mail that landed in support, a message sent to the wrong address, a test someone left behind.
The distinction from closing matters for your numbers: closed means you handled something, archived means there was nothing to handle. Archiving noise instead of closing it keeps your resolution figures about real work.
Same conversation as another — merge.
Real work, not actionable yet — snooze.
Not work at all — archive.
Work, finished — close it properly, so the survey goes out and the conversation can teach your AI something.
