Loops

A Loop is a unit of work you're tracking to an outcome — a customer issue, an order problem, an internal task. Where a chat message scrolls away, a Loop stays open until someone closes it, and it remembers how it ended.

Anatomy of a Loop

• Number & title — every Loop gets a workspace-sequential number (#1244) and a title.
• State — running, blocked, review, waiting, closed, or archived.
• Owner — exactly one person is responsible at any time. Participants can be many; the owner is the one on the hook.
• Outcome — closing a Loop records how it ended: resolved, partial, unresolved, or abandoned, with an optional outcome note. Six months later you don't just know it closed — you know whether it worked.
• Contact link — a Loop can be linked to a customer contact, tying internal work to the customer it's for.
• Timeline — state changes, ownership changes, and discussion collect on the Loop itself.

Where Loops come from

• Promote a chat thread — a channel conversation that turns into real work can be attached to a new Loop, carrying the messages with it. The discussion that started the work stays with the work.
• From a live chat conversation — link a Loop to a customer conversation; the operator's context pane shows every Loop linked to that customer.
• From scratch — create one directly when work arrives outside chat.

Finding them

Loops appear in search alongside messages, docs, and contacts — searching a customer's name surfaces their conversations and the Loops opened for them.

Your workspace can rename the primitive — Loop, Mission, Case, or a custom label — in workspace settings. The mechanics stay the same.