Many teams' feedback handling stops at "seen." What really sets teams apart is the second half: does this issue have an owner, is it fixed, was the user replied to, and did it finally get closed? That's the loop. Here's how to build it in Loopback.

The five actions of one closed loop

  1. Collect: feedback arrives automatically from every channel.
  2. Understand: AI tags sentiment, priority, category, whether a reply is needed, and the owning module.
  3. Assign: hand the issue to a member or team, with a notification sent to Feishu / Slack / WeCom.
  4. Reply: for items that need a user reply, AI drafts it; you send after confirming.
  5. Close: the issue is tracked to "resolved / closed" and rolls into the weekly report.

The key is steps 4 and 5 — they turn "handling" into "closing the loop."

Drafting a reply: AI writes the draft, a human sends it

In the feedback detail view, click "Draft reply." The AI first asks whether this item has any special requirements (if so, they take priority; if not, it follows the default reply policy), then drafts a concise reply in the user's language.

There's a line here that must never be crossed: a draft is only ever sent after you confirm it by hand; the system never replies to users on your behalf automatically. Once sent, the feedback counts as closed. This isn't because the product can't send automatically — it's a deliberate design choice: outbound sending touches your brand and your user relationships, so a human has to make the call.

Handling one piece of feedback manually

Not every piece of feedback needs a reply. In the feedback detail view, you can also change priority, change status (New / Assigned / In progress / Resolved / Closed), assign it to a member, and add tags. For bulk actions, select multiple items in the list view and act on them together.

Automating repetitive actions

When you notice a certain kind of handling repeating every day, it's time to hand it to a workflow. A workflow = "when feedback meets a condition, automatically run an action" — for example, "refund-related negative → set P1, assign to the payments team, notify the Feishu group."

Workflows have hard safety boundaries: no fully automated outbound replies (a drafted reply must be confirmed by a human before sending) and no automatically closing a P0. Before going live there's also a review that replays the last 30 days of history, so you can see exactly how many items this rule would match and how many actions it would trigger. See Workflow Templates.

Start by running one issue end to end

You don't need to build a complex workflow right out of the gate. Pick the issue that hurts most right now and walk it through by hand — "assign → draft reply → confirm and send → close" — and you've got your first closed loop. Then automate the parts that repeat.

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