Documentation
Practical guides for launching Letterbook, connecting support channels, and shaping the AI agent around your team.
Start with the overview
Learn the core workspace concepts before connecting data.
Choose ticket channels
Decide how email, API, Discord, and portal tickets should enter Letterbook.
Enable outbound replies
Verify the sender and DNS records used for replies.
Connect billing context
Give support the subscription and payment data it needs.
Getting Started
Set up Letterbook and invite the people who will manage support.
Letterbook overview
Learn the basic workspace concepts before you connect channels and automation.
Invite your team
Add teammates and decide who should review, assign, and resolve conversations.
Use keyboard shortcuts
Work faster in Letterbook with keyboard shortcuts for inline AI and conversation workflows.
Inbox
Connect support channels and manage customer conversations.
Connect an email inbox
Route customer email into Letterbook so conversations appear in one queue.
Get tickets into Letterbook
Choose the right inbound channels for email, API-created tickets, Discord, and AI-assisted intake.
Manage conversations
Use statuses, assignments, priorities, and internal notes to keep support moving.
Set up forwarding addresses
Forward support mail into Letterbook while keeping your customer-facing email address.
Enable sending from your support address
Configure the permissions and DNS records needed for Letterbook to send replies.
AI Agent
Configure replies, routing, triage, and automation behavior.
Automations
Automate assignment, labels, acknowledgements, filtering, drafts, and translation.
Automations overview
Understand the automation settings available in Letterbook.
Automations vs AI triage
Understand when to use strict automation rules and when to use AI-based routing, priority, and labels.
Round robin assignment
Assign new tickets to teammates in rotation.
Auto label tickets
Apply labels automatically based on sender or subject rules.
Auto-response email
Send automatic acknowledgement emails from active inboxes.
Ignore non-ticket emails
Filter spam, mailing lists, aliases, and other non-ticket email before they become team work.
Auto-resolve pending tickets
Automatically resolve tickets that have stayed Pending for a set number of days.
Draft eagerness
Control when AI drafts are visible based on confidence.
Sync AI drafts to Gmail
Create Gmail drafts when Letterbook generates AI drafts.
Auto translate conversations
Show non-English customer conversations translated into English by default.
Auto translate responses
Translate outgoing replies to the customer's language before sending.
Templates
Create reusable snippets and inbox signatures for support replies.
Knowledge Base
Teach Letterbook about your product, policies, and workflows.
Create knowledge base articles
Write source material the AI agent can use to answer customers accurately.
External knowledge base
Use customer-facing knowledge articles in the user portal and choose between manual and synced sources.
Internal vs external knowledge
Understand which knowledge base content is private, which content can appear in the user portal, and how the AI uses each type.
Organize internal knowledge
Structure company policies and product notes so support answers stay consistent.
User Portal
Publish a branded self-service portal for customers.
What is the user portal?
Learn how the Letterbook user portal gives customers a branded place to find answers and contact support.
User portal functionality
Understand the customer-facing features available in the Letterbook user portal.
Configure the user portal
Set up portal branding, support entry points, and published knowledge base content from Letterbook.
Host the user portal on a custom domain
Configure a branded subdomain for your Letterbook user portal.
Authenticated ticket form submissions
Link logged-in users to the portal ticket form with signed customer identity.
Integrations
Connect channels, databases, billing systems, and app data.
Connect Gmail
Bring Google Workspace or Gmail support mail into Letterbook.
Connect Discord
Turn Discord support threads or forums into Letterbook conversations.
Connect web forms
Send contact form and support form submissions into Letterbook.
Connect mobile apps with the API
Create support conversations from iOS, Android, or in-app help flows.
Connect Stripe
Give Letterbook billing context for subscriptions, invoices, charges, and refunds.
Connect MongoDB
Let Letterbook reference customer and account data stored in MongoDB.
Connect Supabase
Query Supabase tables for customer context inside Letterbook.
Connect PostgreSQL
Use PostgreSQL data to answer account, subscription, and usage questions.
Connect Firebase
Use Firebase or Firestore data as customer context for support.
Connect Shopify
Reference Shopify orders, customers, and fulfillment status in support replies.
Connect Google Play
Use Google Play purchase and subscription context when resolving mobile app billing questions.
Connect Paddle
Prepare Paddle billing context for support workflows.
Connect PayPal
Prepare PayPal payment context for customer support.
Connect Square
Prepare Square payment and order context for support.
Custom Actions
Let the AI agent call your APIs, webhooks, and internal tools.
API
Use the Letterbook API to create and manage support conversations.