Resolve, Assign & Filter
A shared inbox needs structure so two agents don’t answer the same chat and nothing falls through the cracks. Loopwave gives every chat a status and an assignee, and lets you filter the queue down to exactly what you need.
Chat status
Every chat is either open or resolved.
The default. The conversation is active and sits in the working queue.
Done for now. It drops out of the open queue but stays searchable and can be reopened any time a customer replies.
Resolving a chat is reversible — set it back to open (reopen) whenever the conversation picks back up.
Assigning a chat
Assign a chat to a specific agent so ownership is clear. Loopwave stores both the agent and their display name on the chat, so the queue shows who’s handling what.
- Open the chat
Pick the conversation from the inbox.
- Set the assignee
Assign it to yourself or another agent. Clear the assignee to send it back to the unassigned pool.
- Resolve when finished
Mark it resolved to remove it from the open queue.
You can update status and assignee together in a single action — for example, assign a chat to yourself and mark it open in one move.
Filtering the queue
Loopwave is indexed to filter the inbox quickly by status (open vs. resolved) so your team can focus on what’s active. Combine that with labels on contacts and search to slice the queue down to a specific segment or keyword.
Common workflows:
- “My open work”: filter to open chats assigned to you.
- “Needs attention”: focus on open chats with unread messages.
- “Recently resolved”: review resolved chats to confirm follow-through.
Search across conversations by keyword.