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Letterbook overview

Learn the basic workspace concepts before you connect channels and automation.

Last updated June 25, 2026

What this guide covers#

Letterbook is an AI support workspace for teams that want every customer conversation, data lookup, draft reply, and approved action in one place.

Use this overview before you connect channels or invite teammates. It explains the objects you will configure first and the order that usually produces the cleanest launch.

Core concepts#

Workspace#

Your workspace is the top-level account for your company. It contains teammates, support channels, knowledge sources, integrations, and AI configuration.

Most teams should use one workspace for one company or product. Create separate workspaces only when the products have separate support teams, separate customer data, or separate security boundaries.

Inbox#

An inbox is where conversations land after they are created from email, the API, the user portal, Discord, or another channel.

Use inboxes to separate operational ownership. For example, a small team might keep everything in one inbox, while a larger team might split billing, technical support, and security requests.

Conversation#

A conversation is the support ticket your team works on. It contains the customer message, thread history, customer context, AI drafts, internal notes, status, assignment, and any proposed actions.

Conversations should be treated as the source of truth for new support work. During migration, avoid answering from both Letterbook and a previous helpdesk for the same customer thread.

Customer#

Letterbook matches conversations to customers using identifiers such as email address, user ID, account ID, or integration-specific customer records.

Good customer matching is what lets the AI draft specific replies instead of generic answers. When you connect a database or billing provider, make sure the identifier mapping matches the way customers contact support.

Teammates#

Teammates are the people who review conversations, approve AI drafts, manage settings, and maintain support policies.

Give admin access only to people who should manage integrations, sending domains, workspace settings, billing, or other sensitive configuration.

AI drafts#

AI drafts are proposed replies generated from the conversation, customer data, connected integrations, and knowledge base guidance. They should be reviewed before sending unless your team has explicitly configured a trusted workflow.

The draft is only as good as the source material and connected context. Start with human review, then loosen review requirements only after you have seen consistent results.

Knowledge sources#

Knowledge sources tell Letterbook how your product, policies, and support decisions work. They can include public help center articles, internal playbooks, billing rules, troubleshooting steps, and escalation policies.

Keep knowledge sources practical. The best articles tell the AI what decision to make, what data to check, what action to stage, and what to say to the customer.

  1. Create the workspace.
  2. Invite the people who will review tickets and manage setup.
  3. Connect the first support channel.
  4. Verify that test tickets create conversations correctly.
  5. Configure sending if replies should come from your branded address.
  6. Add the most important customer data integration, usually your database or billing provider.
  7. Write internal knowledge for your highest-volume support issues.
  8. Configure AI replies and triage rules.
  9. Add high-confidence automations, snippets, and inbox signatures.
  10. Test the full workflow with realistic tickets.
  11. Move production traffic after duplicate routes and old auto-replies are disabled.

Before you start#

Have these ready before setup:

  • Access to the support email address or forwarding rules
  • Access to DNS if Letterbook will send from your domain
  • A list of teammates and who should be an admin
  • The top five ticket types your team receives
  • The data source that contains customer account context
  • Billing or order provider access if support handles refunds, cancellations, or purchase questions
  • Internal rules for refunds, cancellations, escalations, and account access
  • One external email address for end-to-end testing

Setup checklist#

Launch criteria#

Before you treat Letterbook as the production support inbox, confirm that:

  • New customer messages arrive in the right inbox.
  • Replies go to the customer from the expected address.
  • The AI draft uses the right knowledge and customer context.
  • Risky actions require review before they run.
  • Teammates know who owns triage, replies, and escalations.
  • Previous helpdesk routes, forwarding loops, and auto-replies are disabled.