Configure the user portal

What this guide covers

Configure the user portal from the Letterbook UI before you send customers to it. The goal is to make the portal recognizable, searchable, and connected to your support workflow.

Setup steps

1. Open the user portal settings in Letterbook.
2. Set the portal name customers should see.
3. Upload your logo.
4. Choose brand colors that match your product or website.
5. Select which knowledge base content should be published.
6. Confirm ticket submission is connected to the correct inbox.
7. Review business hours or auto-reply settings if you use them.
8. Preview the portal before publishing.

Branding settings

Use branding settings to make the portal feel like part of your product.

• Portal name should match your company, app, or support brand.
• Logo should be clear at small sizes.
• Brand colors should have enough contrast for links, buttons, and active navigation.

After updating branding, preview the portal on both desktop and mobile.

Published content

Only publish articles that are ready for customers. Keep internal-only instructions, policy edge cases, and operational notes in internal knowledge sources unless they are safe for customers to read.

Before publishing an article, check that it has:

• A clear title
• A short answer near the top
• Step-by-step instructions when needed
• Current screenshots or UI references
• Links to related articles

Ticket submission settings

Make sure portal submissions route to the right inbox. Send a test request from the portal and confirm that:

• A new conversation appears in Letterbook
• The customer email is captured correctly
• The subject and message are readable
• The right team can assign and reply to the ticket

Going live

Once the portal is ready, add links to it from your app, website, footer, account settings, or support menu. If you want customers to access it from your own domain, configure a custom subdomain before launch.