Use keyboard shortcuts

What this guide covers#

Keyboard shortcuts help you move through support work without reaching for the mouse. Use them when reviewing tickets, asking the AI for context, and drafting replies.

The most important shortcut to learn first is the inline AI shortcut. It lets you ask Letterbook for help while you are working inside a conversation.

Inline AI shortcut#

Use inline AI when you want to ask a question or draft text without leaving the conversation.

For example, while viewing a customer ticket, you can ask:

• What plan is this customer on?
• When did they last make a payment?
• What did we tell this customer last time?
• Does this customer have an active subscription?
• Draft a shorter version of this reply.
• Summarize the issue for an internal escalation.

Inline AI is most useful after you have connected the data sources Letterbook needs, such as your database, billing provider, or internal knowledge base.

When to use shortcuts#

Shortcuts are best for repeated actions during ticket review:

• Pulling customer context while reading a conversation
• Asking the AI to explain a billing, account, or product detail
• Drafting a reply segment
• Rewriting a reply for tone or clarity
• Summarizing a thread before assigning it to another teammate

If a shortcut does not fire, check whether your cursor is inside a text field or browser-level shortcut conflict. Some browser, operating system, and extension shortcuts can take precedence over web app shortcuts.

Review AI output before sending#

Keyboard shortcuts should speed up review, not skip review. Before sending AI-assisted text, confirm that:

• The answer uses the correct customer record.
• The reply matches your current policy.
• Any promised action has actually been staged or completed.
• Internal-only context is not included in the customer reply.

For more guidance, see Configure AI replies.

Related guides#

• Manage conversations
• Configure AI replies
• Create knowledge base articles