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Invite your team

Add teammates and decide who should review, assign, and resolve conversations.

Last updated June 25, 2026

What this guide covers#

Invite the people who will review tickets, approve AI drafts, manage integrations, and keep support policy current.

Team setup matters because Letterbook can connect to sensitive systems: support inboxes, billing tools, databases, internal APIs, and sending domains. Start with the smallest group that can launch the workflow, then add broader access once roles are clear.

Setup steps#

  1. Open workspace settings.
  2. Invite each teammate by email.
  3. Choose the role that matches what they need to do.
  4. Confirm they accept the invitation and can access the workspace.
  5. Assign owners for inbox review, AI draft approval, escalations, and integration maintenance.
  6. Send a test conversation and make sure the right teammate can view, assign, note, and resolve it.

Role guidance#

Give admin access only to teammates who should manage workspace settings, integrations, billing, DNS-sensitive sending setup, or security-sensitive configuration.

Most support teammates should start as members. They can work conversations, review AI drafts, add notes, and resolve tickets without owning the configuration that controls the workspace.

Decide ownership before launch#

At minimum, define owners for:

  • Inbox triage: who watches new conversations and assigns them.
  • AI review: who approves, edits, or rejects AI drafts.
  • Billing actions: who can approve refunds, cancellations, credits, or subscription changes.
  • Technical escalations: who handles tickets that require engineering or product input.
  • Knowledge maintenance: who updates policies after product, pricing, or process changes.
  • Integration health: who responds if Gmail, forwarding, database, billing, or webhook connections fail.

Review model#

Start with human review for AI-generated replies and proposed actions. This gives your team a feedback loop while the knowledge base and integrations are still being tuned.

For high-risk workflows, such as refunds, cancellations, account changes, or data updates, keep explicit human approval even after draft quality is strong.

Offboarding#

When a teammate leaves the support workflow:

  • Remove or downgrade their workspace access.
  • Reassign their open conversations.
  • Rotate any shared credentials they controlled.
  • Confirm they are no longer the owner for integration alerts or billing approvals.