Letterbook Docs

Auto label tickets

Apply labels automatically based on sender or subject rules.

Last updated June 25, 2026

What this guide covers#

Auto-labeling applies labels to conversations based on predictable sender or subject patterns. Use it to make queues easier to scan and to prepare tickets for routing, reporting, or AI review.

Configure it in Settings > Automations > Auto Label Tickets.

Before you start#

Create the labels you want to apply before adding auto-label rules. If no labels exist, Letterbook will prompt you to create labels first.

Good first labels include:

Billing
Bug
Enterprise
Refund
Churn risk
Partner
Security

Rule types#

Rule type	Matches
Sender email/domain	The sender's full email address or domain
Subject contains	Text contained in the email subject

Sender rules accept either a full email address, such as finance@customer.com, or a domain, such as customer.com.

Subject rules are useful for recurring system-generated emails, billing notices, app store reviews, import workflows, or customer forms that include consistent subject text.

Add a rule#

Go to Settings > Automations.
In Auto Label Tickets, select Add rule.
Choose Sender email/domain or Subject contains.
Enter the pattern.
Select the label to apply.
Save the rule.

Letterbook lowercases and trims the pattern before saving it. It also prevents duplicate rules with the same match type, pattern, and label.

Examples#

Goal	Match type	Pattern	Label
Label all email from a customer domain	Sender email/domain	`acme.com`	`Enterprise`
Label messages from a billing system	Sender email/domain	`billing-provider.com`	`Billing`
Label cancellation requests	Subject contains	`cancel`	`Churn risk`
Label invoice questions	Subject contains	`invoice`	`Billing`

Best practices#