Core Concepts
Understand the fundamental building blocks of Yaplet — organizations, team roles, permissions, the widget, and how conversations flow between visitors and your team.
Organizations
An organization is your workspace in Yaplet. It contains all your data — 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
- Data is fully isolated between organizations
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 |
Permissions
Permissions control access to individual features within the dashboard. Each feature (Inbox, Newsletter, Vex, etc.) has its own permission that can be granted or revoked per role.
If your role doesn't include a certain permission, the corresponding menu item and page simply won't appear. Organization owners can manage role permissions under Settings.
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 chatbot conversations
- Help — searchable knowledge base articles
- News — product announcements and updates
- Roadmap — feature voting board
You control which tabs appear, what they're called, and how the widget looks. Everything is configured from the Widget settings in your dashboard.
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 Vex (the AI chatbot) is enabled, it handles the initial conversation — answering questions using your knowledge base, website content, and custom instructions.
Handoff to a human agent
When the AI can't answer, or the visitor asks to speak with a person, the conversation is handed off to your team's Inbox. Agents see the full chat history and can pick up where the AI left off.
Resolution and follow-up
The agent resolves the conversation, optionally converts it into a Ticket for longer follow-up, or triggers a Custom Workflow for automated next steps (e.g., sending a follow-up email or updating a CRM).
Contacts & Visitor Tracking
Every visitor who interacts with your widget becomes a contact in Yaplet. Contacts are tracked across sessions and devices (when identified), giving your team context about who they're talking to.
Contact data includes:
- 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 outreach campaigns.