Letterbook Docs
Triage and assignment
Automatically label, prioritize, and route conversations to the right owner.
Last updated June 3, 2026
What this guide covers
Use triage rules to classify incoming conversations and route them to the right owner.
Setup steps
- Define common request types
- Map request types to labels
- Create routing rules
- Assign urgent conversations
- Review triage accuracy
Examples to add
- Billing questions route to finance support
- Login issues route to technical support
- Cancellation requests receive high priority