When feedback grows from dozens of items to thousands, the first thing to break is usually prioritization — no one can read it all, and different people judge by different standards. Loopback's approach is to have AI perform a structured pass of understanding the instant each piece of feedback arrives, turning "which one do I look at first" into a sortable, explainable set of fields.

What the AI tags on each piece of feedback

As each item comes in, the AI automatically understands it and applies these groups of labels:

  • Sentiment: positive / negative / neutral / mixed.
  • Priority: P0 (most urgent) through P3.
  • Category: bug, payment, account, feature request, usage question, and so on.
  • Whether a reply is needed: distinguishing "reply to the user" from "just log it."
  • Owning feature module: mapping the feedback to a specific module of the product.
  • Escalation suggestion: whether support can close the loop on its own, or it needs handing off to product / engineering / payments.

Every item keeps its classification reasoning — not a black-box score, but a visible answer to "why was it judged this way."

The logic behind P0–P3

Priority isn't just about how heated the wording is. One key rule: a functional failure (a crash, a payment that won't go through, and the like) is at least P1 even when the wording is perfectly polite. The real harm to the user is there regardless of how the emotion is expressed. Conversely, an angry but trivial complaint isn't necessarily more deserving of attention than a calmly described payment failure.

Combining sentiment, the nature of the failure, and scope of impact (how many similar items there are), the AI assigns P0–P3 so you can sort by "true urgency" rather than "who's loudest."

Why every step can be overridden

AI triage is an accelerator, not a judge. Every label can be overridden by hand: if you think an item should be raised to P0, just change it; if the category is wrong, switch it with one click. This reflects one of Loopback's bottom lines — AI actions are transparent and reversible. The system gives you a high-quality starting point, but the final call belongs to a human.

From triage to action

Sorting by priority is just the start. Similar feedback clusters into issues (you handle 20 issues, not 2,000 reviews), and high-priority issues can be assigned in one click with an AI-drafted reply. To let this judgment drive assignment automatically, you can write rules in a workflow — for example, "payment-related negative → set P1 and assign to the payments team." See From Received to Replied and Closed.

Want to see how the AI triages your real feedback firsthand? Start a free trial for a 7-day Max trial — connect a channel and you'll see results the same day.