Core Concepts

Organizations

An organization is your workspace in Yaplet. It contains all your data — brands, conversations, contacts, articles, campaigns, settings, and team members. Everything you do happens within the context of an organization.

Each user can belong to multiple organizations and switch between them from the sidebar menu
Each organization has its own subscription plan, billing, and settings
Which organization you are acting as is stored on your account, not in the browser — so switching in one window switches it in every window and tab you have open

Each user can only own one organization, but can join any number of organizations as a member. If you run several brands, keep them all in one organization: a brand is exactly the container for one public identity, and one organization can hold as many as your plan allows. Creating a second organization with a different email address is no longer the way to do it.

Brands

A brand is one public identity inside your organization. Every account is created with one, and most companies never need a second — which is why you will see the word everywhere in the menu and rarely have to think about it.

A brand holds:

Its name, the language it works in, and its public web address
Its company details, icon and logo
Its knowledge bases and documentation sets, plus uploaded files, website pages read for you, and Q&A entries
Its product feeds and API tools
One chat widget and one Vex AI — at most one of each, and either may legitimately be missing
Its voice agents and its chat workflows

Everything that brand knows is searched as one pool: the chat AI, the phone agents, the inbox's suggested replies and AI Social Posting all read from it. Nothing has to be attached to anything — publishing an article indexes it straight away, with no chatbot and no widget involved. What a brand is and what it owns is covered in Brands.

Opening a brand while you are signed in to a different organization does not show you an empty page. Yaplet names the organization the brand belongs to, names the one you are currently in, and offers a button to switch and reopen it. It asks rather than switching silently, because switching changes every window you have open.

Team Members & Roles

Every person in your organization has a role that determines what they can see and do. Yaplet uses a role-based access system with the following hierarchy:

Role	Access Level
Owner	Full access to everything, including billing, danger zone, and organization deletion
Admin	Full feature access, can manage team members and settings
Agent	Can use communication tools (Inbox, Tickets) and view assigned content
Custom roles	Configurable per-feature permissions set by an Admin or Owner

Menu items and pages are automatically hidden if your role doesn't include the required permission. You'll only see features you have access to.

Permissions

Permissions control access to individual features within the dashboard. Each feature (Inbox, Newsletter, Vex AI, etc.) has its own permission that can be granted or revoked per person.

Some permissions have children, and the parent gates them: Inbox is the parent of Inbox AI, Rephrase and Summary, so a member without Inbox never sees those three regardless of how they are ticked. There is no longer an Automation parent — Vex AI, Chat workflows and Voice & calls are three independent switches, and turning one off has no effect on the others. Owners can manage permissions under Settings.

Brand access

On top of permissions, you can restrict which brands each agent can work in. The section is called Brand access on the Organizations page, and it lists your brands with a switch each.

Granting a brand gives the agent that brand's conversations in the Inbox and that brand's section in the left-hand menu — it is no longer an inbox-only boundary
Owners and admins bypass it entirely: the helper line on the page reads "Owners and admins always have access to every brand."
Because the grant is keyed on the brand, a brand with no chat widget is restricted properly too. Previously such a brand matched nobody's list and was therefore shown to everyone
Removing someone from the organization deletes their brand access along with their board access, permissions and shift-type assignments — so re-adding them later starts them from nothing
Push notifications (web and mobile) respect the same boundary: the server checks the brand grant before it sends anything, so a restricted agent is not pinged about conversations they could not open

Configure brand access per agent on the Organizations page. Ticking an agent in the Inbox access section on the chat widget designer's Features tab writes the same grant — it gives them the widget's whole brand, and unticking takes the brand away.

The Widget

The widget is the customer-facing side of Yaplet — a small chat panel that you embed on your website with a code snippet. When a visitor clicks the launcher button, it opens into a full interface with multiple tabs:

Home — a branded landing screen with greeting text, team avatars, and action cards
Messages — live chat and AI conversations
Help — searchable knowledge base articles
News — product announcements and updates
Roadmap — feature voting board

You design it at Brand → Chat widget, on five tabs: Appearance, Home, Messages, Features and Install. What it no longer decides is which AI answers in it, which knowledge base or documentation it shows, what web address it lives at, or what language it speaks — all of those belong to the brand now. The one thing it still picks for itself is which roadmap board to display.

For installation instructions, see the Widget Getting Started guide.

How Conversations Work

A typical conversation in Yaplet follows this flow:

Visitor opens the widget

A visitor on your website clicks the chat launcher. They land on the home screen where they can start a new conversation or browse help articles.

AI responds first

If the brand's Vex AI is switched on, it handles the initial conversation — answering from the brand's knowledge: its articles, its documentation, the files and website pages it has read, and its Q&A entries. That is the same body of content the phone agents answer from, the inbox suggests replies from, and AI Social Posting writes from.

Name and email (if provided or collected via forms)
Conversation history — all past chats and tickets
Page views and activity — what pages the visitor has seen
Custom attributes — any data passed from your app via the SDK

This data is available in the Inbox sidebar when chatting, and can be used for segmentation in newsletters and engagement campaigns.