A Conversation within Loop is the main method used to interact with customers when they ask a question, leave a comment, or provide some other kind of actionable feedback to your users. The Conversations window is split into several panels which contain different kinds of tools to use when interacting with a customer.

Depending on the level of access your account has, and the types of modules enabled, the Inbox will have access to some or all of the following features.

Comment Panel

The Comment Panel is where can engage with your customers in real-time, view the conversation history with the customer, and add internal notes to the specific conversation. This panel is also where users will also be able to modify information about the customer's profile in Loop and add relevant tags to the conversation.

The top right-hand corner of the Comment Panel is where you’ll find the Conversation Details, Tags, and Show/Hide Contact Details toggles.

Conversation Details

The Conversation Details page is where users can modify information about the customer associated with the conversation you are currently viewing. Here you can add or modify names, email addresses, phone numbers, Locations, Tags, the title of the conversation, as well as viewing the initial message sent by the customer.


Tags allow users to manually assign attributes to conversations that are ongoing with a customer. These Tags can also be auto-assigned to conversations as well depending on how the tags have been configured. As an example, a tag of “Gym/Pool/Fitness” can have the phrases “trainer”, “workout”, or “exercise” associated with it. Doing so will automatically tag a conversation where those phrases are present in a customer comment.

More information on tags and auto-tagging can be found in the following Help Center article.

Show/Hide Contact Details

This option allows users to show or hide the Contact Details panel on the far-right hand side of the screen.

Comment Window

The Comment Window is where any replies to the customer will be written by a user. It is also the location where internal notes will be written to other users while working on a specific conversation. Public notifications (that is, comments that customers or other users will be able to view) will be sent when the “Reply” option is checked and the comment window is highlighted in blue.

Selecting the “Note” option will highlight the comment window in pink, signifying that anything written will only be viewed by internal users.

For either method of posting comments, selecting the “Archive” option in the bottom left-hand corner of the comment window will close out the conversation and move it to the Archive section of your account.

The camera icon in the top-right hand corner of the comment window allows users to attach images to conversations. The attachment will be posted to the conversation and accessible by users and/or customers depending on whether the attachment is added by a public Reply or internal Note.

The chat bubble icon will bring up a list of pre-configured responses accessible by the user. These are templates created by an admin that allow users to post replies to common questions in a quick and efficient manner.

Specific responses can be searched for by using the “Search Auto Responses” window. Clicking a response will close the auto responses window and paste the text into the comment window. Note: the user will still need to click the Send or Post option to attach the auto response to the conversation.

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