Platform releases:
October 2026

Loop

The opportunity

Customer response workflows can be spread across different tools, making it more challenging for teams to respond consistently and efficiently.

Cases and social reviews are handled separately

Cases and social reviews can sit in separate systems, so teams may need to switch between tools and datasets.

Keeping responses consistent can be challenging

Responses are often written manually or adapted from templates, which can make it harder to maintain a consistent brand voice and tone.

Prioritizing responses takes time

Without clear prioritization, it can be difficult to identify which responses need attention first.

• Support customer loyalty: Customers who receive a response to their feedback are twice as likely to repurchase.
• AI search visibility: A strong review presence can help brands appear in AI-generated recommendations.
• Focus on feedback that needs attention: Prioritization helps teams direct time and effort to the interactions that need it most.
• Greater operational efficiency: AI-assisted drafting can help reduce manual effort and support timely, on-brand replies.
  
  

Loop AI - Suggested Response Enhancements

Knowledge Agent Page Filter References

The opportunity

There is an opportunity to ensure that Knowledge Agent continues to evolve in line with user expectations for a conversational agent.

Today, clients can narrow their analysis with filters in Comment Explorer, but Knowledge Agent doesn’t currently take those filters into account when a chat starts. This can mean the response is based on a different set of filters, without making that clear to the client.

The solution

Knowledge Agent will reference the filters applied in Comment Explorer when responding. It will use the context of the page to help answer the question.

Filters will continue to be applied in the same way: through Comment Explorer or by including them in your question to the agent.

Knowledge Agent takes your page filters into account during the conversation and clearly shows which filters it used. This gives you more visibility into how the answer was generated and lets you review or adjust the filters if needed. If you change the page filters during a conversation, Knowledge Agent will check with you before updating the filters it uses.

Benefits

• More transparency behind each response: Knowledge Agent clearly shows the filters it used to answer your question.
• Clearer context for your response: You can review the filters used and adjust them if needed.

Knowledge Agent Thinking Model

The opportunity

There is an opportunity to ensure that Knowledge Agent continues to evolve in line with user expectations for a conversational agent.

Today, while Knowledge Agent works through a question, users see only a spinning indicator, so it can be hard to tell what’s happening.

The solution

Knowledge Agent now provides greater visibility into how it generates answers, giving you a clearer understanding of the process behind each response.

With the introduction of a new thinking model, you can now see the steps Knowledge Agent takes as it works towards an answer, including how it approaches your question, the actions it performs, and the data sources it references.

Knowledge Agent also displays its progress as it works, showing the information it retrieves and the steps it takes to formulate a response. This makes the process behind each response easier to follow.

Benefits

• Greater transparency: See the steps Knowledge Agent takes to generate its response.
• A clearer view of the process: Understand how it approaches your question, the actions it performs, and the data sources it references.
• Enhanced user experience: Follow Knowledge Agent’s progress while it works instead of seeing only a spinning indicator.