AI Tools | Yaplet

Available AI Tools

AI Reply

Generates contextual responses based on the conversation history and your knowledge base. Uses advanced RAG (Retrieval Augmented Generation) to provide relevant, personalized answers.

Permission Required: Inbox.AI

Keyboard shortcut: Cmd/Ctrl + Shift + R

AI Summary

Creates structured conversation summaries with the user's objective and key discussion points. Perfect for quickly understanding long conversations or preparing handoffs.

Permission Required: Inbox.Summary

Keyboard shortcut: Cmd/Ctrl + Shift + S

AI Rephrase

Rephrases your draft messages to sound more professional and customer-service appropriate. Maintains your original meaning while improving tone and clarity.

Permission Required: Inbox.Rephrase

Keyboard shortcut: Cmd/Ctrl + Shift + P

AI Grammar

Corrects grammar, spelling, and punctuation errors in your messages without changing the meaning or style. Ensures professional communication.

Permission Required: Inbox.Rephrase

Keyboard shortcut: Cmd/Ctrl + Shift + G

Pulls relevant content from your knowledge base for the visitor's last question and posts a short internal helper — an agent-only message containing a concise answer synthesized from the knowledge base plus a list of the exact sources the AI used. Useful when you don't know the answer off the top of your head and want to see what the connected chatbot would have answered, with direct links to the underlying docs.

Permission Required: Inbox.AI

Keyboard shortcut: Cmd/Ctrl + Shift + C

AI Context requires a widget with an AI chatbot connected. If the chat belongs to a widget without an AI chatbot, the tool will tell you there's no knowledge base to search.

Explain AI Answer

Appears as a sparkle button below AI chatbot message bubbles. When clicked, it opens the Copilot sidebar and automatically runs the diagnose_ai_response tool to analyze why the AI chatbot gave that specific answer — including what knowledge sources it used, what the visitor asked, and whether the response was accurate.

Permission Required: Copilot.Chatbot

This is useful when you want to understand why the chatbot responded a certain way, identify knowledge gaps, or debug unexpected answers. The Copilot will return a detailed diagnostic report with the original question, retrieved knowledge chunks, model used, and recommendations for improvement.

After reviewing the diagnosis, you can follow up directly in Copilot — for example, ask it to add missing knowledge or adjust the chatbot's settings. See the Chatbot Tools reference for the full diagnose_ai_response tool documentation.

How to Use AI Tools

Click the AI Tools button in the chat input area
Select your desired tool from the dropdown menu
The result will appear in the message input field

# Click "AI Reply" to generate a contextual response
# The tool analyzes recent messages and knowledge base
# Result appears ready to send or edit

# Click "AI Summary" to create conversation overview
# Tool generates structured summary with key points
# Summary appears as a private note in the chat

# Type your draft message first
# Click "AI Rephrase" to improve the wording
# Professional version replaces your original text

# Type your message with potential errors  
# Click "AI Grammar" to fix mistakes
# Corrected version appears, preserving your style

# Click "AI Context" when the visitor asks something
# you're not sure how to answer
# A private helper message appears with a draft
# answer and clickable sources from your KB

Keyboard Shortcuts

For faster workflow, use keyboard shortcuts when the chat input is focused:

Cmd/Ctrl + Shift + R - AI Reply
Cmd/Ctrl + Shift + S - AI Summary
Cmd/Ctrl + Shift + P - AI Rephrase
Cmd/Ctrl + Shift + G - AI Grammar
Cmd/Ctrl + Shift + C - AI Context

Mobile Usage

On mobile devices, access AI tools through the menu button (≡) in the input area.

AI Reply Features

The AI Reply tool provides intelligent responses by:

Analyzing conversation history - Reviews recent messages within a time window
Understanding user intent - Identifies what the customer is asking
Retrieving context - Searches your knowledge base for relevant information
Generating responses - Creates appropriate replies in the conversation's language

AI Reply works best when you have an AI chatbot configured with knowledge base articles. Without a chatbot, it still analyzes conversation history but may provide more generic responses.

AI Summary Details

Summaries include two main sections:

User's Objective - A short sentence describing what the customer wants
Key Points - Up to 4 bullet points highlighting important conversation details

Summaries are saved as private notes visible only to your team, helping maintain conversation continuity during handoffs.

AI Context Details

When you click AI Context, Yaplet runs the same retrieval pipeline your AI chatbot uses, but surfaces the result to you instead of replying to the visitor. Specifically:

It takes the visitor's last message as the search query.
Searches your knowledge base — URL scrapes, knowledge base articles, documentation pages, product feeds, text snippets, FAQs, and uploaded documents — using the same hybrid search + reranking used by the chatbot.
Asks the AI to write a short internal answer-helper (2-4 bullet points or a short paragraph) based only on the retrieved snippets.
Appends a "Sources" list of every document the AI drew from, each as a clickable link.

Source link behavior

The sources list handles each document type with a sensible default:

Source type	Click behavior
Website URL / sitemap crawl	Opens the original URL in a new tab
Knowledge base article	Opens the article on your public knowledge base
Documentation page	Opens the documentation page on your public docs site
Product (from product feed)	Opens the product's public URL
Text snippet / FAQ / uploaded document (PDF, DOCX, TXT)	Opens a modal showing the extracted text — so you can read exactly what the AI saw

For uploaded files, Yaplet only stores the extracted text (not the original PDF/DOCX binary), so the modal shows the same content the chatbot would reference. For all URL-backed sources, clicking goes straight to the live source.

Privacy

AI Context messages are marked private (visibility: PRIVATE, outbound: false) — only agents on your team can see them in the conversation. The visitor never sees the helper text or the source list.

Best Practices

For AI Reply

Use when you need quick responses to complex questions
Review and edit generated responses before sending
Works best with established conversation context

For AI Summary

Generate summaries for long conversations before escalation
Use when handing off chats to other agents
Helpful for quality assurance and training

For AI Rephrase

Draft your message naturally first
Use for customer-facing communications
Maintains your personal communication style

For AI Grammar

Write quickly, fix later
Use for non-native language communications
Preserves your intended meaning and tone

For AI Context

Use it when the visitor asks a factual question and you're not sure of the answer
Use it to verify what the AI chatbot would have answered before you reply in your own words
Click a source link to read the underlying doc, then paraphrase for the visitor
If no sources come back, it's a signal your knowledge base doesn't cover the question — a good prompt to add content

AI tools require appropriate permissions and may incur usage costs. Check your organization's AI model configuration and billing settings.

Troubleshooting

Tool not available?

Verify you have the required permissions
Check if your organization has configured AI models

Poor results?

Ensure sufficient conversation context
For AI Reply, configure knowledge base articles
Try rephrasing your input more clearly

High usage costs?

Use tools selectively rather than for simple messages
Consider organization's billing tier and limits

The AI tools integrate seamlessly with your workflow, providing intelligent assistance while maintaining the personal touch customers expect.