An agent can delay a response to a message for a specified time period. Once the agent defers the message, it will move to the Deferred folder. Deferred messages will move back to the Ongoing folder at the specified time period the agent selects.
This is helpful when you need to get back to a customer at a certain time. Deferring an interaction can be helpful to organize your messages by decluttering the Ongoing folder. Depending on how it’s configured for you, all inactive interactions in the Ongoing folder will trigger a pop-up telling you that this interaction has been inactive for the specified time period your admin sets. You have the option then to transfer that interaction, defer, or complete it, so it doesn’t stay inside your Ongoing folder.