Letterbook Docs
Automations overview
Understand the automation settings available in Letterbook.
Last updated June 25, 2026
What this guide covers#
Automations reduce repetitive support work after tickets enter Letterbook. They can assign tickets, label conversations, send acknowledgements, ignore non-ticket email, resolve stale pending tickets, control AI draft behavior, sync drafts to Gmail, and translate conversations.
Most automation settings live in Settings > Automations. Some AI routing behavior lives separately in Settings > AI Triage.
Automation settings#
| Setting | What it does |
|---|---|
| Round Robin Assign Tickets | Assigns new tickets to eligible teammates in rotation |
| Auto Label Tickets | Applies labels based on sender email, sender domain, or subject text |
| Auto Response Email | Sends an acknowledgement email from an active inbox |
| Ignore Non-Ticket Emails | Filters spam, mailing lists, aliases, and other non-ticket messages |
| Auto Resolve Pending Tickets | Resolves tickets that have stayed Pending for a configured number of days |
| Draft Eagerness | Controls which AI drafts are visible based on confidence |
| Sync AI Drafts to Gmail | Creates Gmail drafts when Letterbook generates AI drafts |
| Auto Translate | Shows non-English customer messages translated into English by default |
| Auto Translate Responses | Translates outgoing replies to the customer's language before sending |
Recommended rollout#
Start with automations that are easy to verify:
- Configure Ignore Non-Ticket Emails for obvious spam, mailing lists, and forwarding edge cases.
- Add Auto Label Tickets for predictable sender domains or subject keywords.
- Enable Round Robin Assign Tickets once your team membership and roles are accurate.
- Configure Auto Response Email only after sending is verified for that inbox.
- Tune AI draft, Gmail draft sync, and translation settings after reviewing real conversations.
Order of operations#
Think of automations in stages:
- Intake filtering decides whether an inbound email should become a working ticket.
- Labeling and assignment organize accepted tickets.
- Acknowledgements set customer expectations after intake.
- Draft and translation settings affect the agent workflow inside conversations.
- Auto resolve handles old Pending tickets later.
That order matters. For example, filtering mailing-list email before assignment keeps the team from receiving noisy tickets. Labeling before review makes queues easier to scan.
Production checklist#
Before enabling automations broadly, confirm that:
- Admins understand which settings are organization-wide and which are per inbox.
- Every active inbox has been tested with realistic messages.
- Auto-response copy is accurate and does not promise a response time your team cannot meet.
- Filter rules do not hide real customer tickets.
- Labels used by rules still exist and mean what the team expects.
- Assignment eligibility matches your staffing plan.
- AI draft and translation settings have been reviewed on real examples.