Sometimes you need to pause a client’s progress without removing them from the pipeline. KeepSight gives you two tools for this.

Hold

Placing a client on hold pauses their enrollment intentionally. Use this when the family is traveling, dealing with an insurance change, or otherwise unavailable for an extended period.

Hold statuses: active, on hold, or unresponsive.

While on hold, the client’s SLA timers pause — they won’t show up as overdue in your workbench.

Snooze

Snoozing defers a specific follow-up to a future date. Unlike hold, snooze is temporary and targeted — you’re saying “I’ll come back to this on Thursday.”

When you snooze a client, you pick a date and a reason: diagnostic evaluation, no response, waiting on documents, family request, or other.

When the snooze date arrives, the client reappears in your workbench under the “Snooze Expired” tier so you don’t forget.

When to use which

Use hold when the client’s entire enrollment is paused — there’s nothing to do until circumstances change. Use snooze when you know exactly when to follow up and want a reminder.

Things to know

  • You can snooze and hold from the client record or directly from the workbench action buttons.
  • Snooze expired items appear in amber in the workbench. They’re second priority after overdue items.
  • Hold doesn’t remove the client from the pipeline — it just pauses the clock.