Close the loop after work ships

A task reaches Done, but the customer who raised it may never hear what changed. Closing the loop is a separate step. It connects the finished work to the original conversation and gives the team a chance to learn whether the change solved the problem that mattered. A useful reply can be brief and specific.

Return to the original problem

Before writing the reply, read the request again. Check what the customer was trying to do and which obstacle they described. Explain the change in those terms. If the work addresses only part of the request, say what is covered and what remains open. Avoid making the reply sound like a promise about future work.

Include a link or a short set of steps that lets the customer try the change. Ask for feedback only when someone on the team will read the response and act on it. A reply is more useful when its next step is clear than when it contains a long account of how the feature was built.

Leave a record beside the task

• Note who received the update and when.

• Link to the original request and the reply.

• Record whether the customer confirmed that the problem was resolved.

The export now includes the account name you asked for. You can find it in the same menu as before.

Assign an owner for this final step. Otherwise it is easy to assume that another person has already replied. If several customers raised the same issue, keep a small list of the conversations that need an update and check them off as the replies are sent.

The requests and replies in the Felmio demo are fictional examples. Use them as prompts for your own process, and follow your organization’s rules for storing customer information and sending updates when you adapt the template to a real service.