The second half of handling feedback is "reply to the user, close the problem." Loopback lets AI take on the grunt work of drafting and leaves the decision to send to you.

Draft a reply

In the feedback detail (L3), click "Draft reply":

  1. AI first asks whether this item has any special requirements (if so, they take precedence; if not, it follows the default reply policy).
  2. AI drafts a concise reply in the user's language.
  3. You review and edit as needed.
  4. Confirm, then send. Once sent, that piece of feedback counts as closed-loop.

One bottom line: outbound sending always needs human confirmation

A draft is always sent only after you confirm it by hand; the system will never reply to a user on its own. This isn't a product limitation — it's a deliberate design choice: outbound sending touches your brand and your user relationships, so a human has to make the call. Even automated workflows are not allowed to reply externally in a fully automatic way.

Handle a piece of feedback manually

Not every piece of feedback needs a reply. In the feedback detail you can also:

  • Change the priority.
  • Change the status: New / Assigned / In progress / Resolved / Closed.
  • Assign it to a member.
  • Add tags.

Bulk actions: select several items in the list view and act on them together — faster for handling similar feedback.

From manual to automatic

When some kind of handling is something you repeat every day (say, "refund complaint → assign to payments → draft an apology"), turn it into a workflow. Workflows can auto-assign, notify, and tag, but reply drafts still need human confirmation before they're sent.