Release Notes
Product updates and features
Mar 11, 2026
Lorikeet MCP
Lorikeet MCP
What is it?
The Lorikeet MCP server lets you interact with your Lorikeet account directly from Claude Code, Claude.ai, ChatGPT, and Codex. Easily manage workflows, knowledge base, tickets, tools, integrations, simulations, guardrails, analytics and metrics with full read and write access. Any configuration change made through the MCP is logged with a full audit trail, and role-based access control ensures each team member only sees and uses the tools relevant to their role.
What is the impact?
Your AI tool becomes the primary interface for managing your Lorikeet account. Configure workflows, audit your knowledge base, diagnose tickets, run simulations, and build tools — all conversationally, from the tool you already work in.
Key capabilities
Diagnose tickets by tracing workflow execution and identifying root causes
Audit your entire knowledge base for gaps, outdated articles, and quality issues
Build, edit, and deploy workflows using natural language
Run simulation batches to test workflows against different customer scenarios
Test and validate tool configurations directly from your assistant
Inspect and configure integrations, guardrails, and metrics
Analyze automation rates, resolution trends, and performance breakdowns
How to use it
Claude Code:
Claude.ai: Settings > Connectors > Add Custom Connector > URL:
ChatGPT: Settings > Connectors > Add Connector > URL:
Start with
whoamito confirm your subscriber context
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.
