Release Notes
Product updates and features
Mar 5, 2026
Resolution Loop
Resolution Loop
What is it?
Resolution Loop is Lorikeet's native escalation management system. When the AI concierge can't resolve a conversation, a human agent steps in directly inside the same platform within the same channel, the same conversation thread and full context intact. We launched the Take Over mode: a human replaces the AI and drives the conversation to resolution. And we are rolling out: Steer mode, where a human guides the AI agent while it stays in control, with instructions saved to the knowledge base so Coach handles that situation autonomously next time.
What is the impact?
Escalations resolve faster with full context intact, without a system switch and without the customer repeating themselves. Every human resolution is captured, and over time Coach uses that data so the same issue doesn't escalate twice and your escalation rate goes down over time. We launched it on SMS and WhatsApp channels, where conversations are async and thread continuity matters most, followed by email and chat. And because everything stays in one platform, you get real-time observability across every escalation with built-in compliance guardrails.
Key capabilities
Triage queue with unassigned, assigned, and resolved filters
One-click ticket claiming and reassignment
Reply and internal notes from a single conversation view
Full customer context including profile and previous tickets
Real-time updates as conversations progress
How to use it
Configure escalation routing in your Concierge settings. When a ticket escalates, assigned agents receive a Slack notification and can manage the conversation directly in Lorikeet's agent workspace.
