Chat Settings | Yaplet

Overview

The chat tab's settings live in Brand → Chat widget → Messages. There are only six, split into two groups — the chat tab is deliberately light on configuration, because most of its behavior is driven by your AI chatbot and your team's availability rather than by toggles.

Chat Configuration

Menu Title

text

The label for the chat tab in the widget's bottom navigation. Defaults to Messages. Rename it to match your voice — "Chat", "Support", "Talk to us".

Reply Time Text

select

The expectation shown to visitors after they request an agent, rendered as "We usually reply 🕘 in {your choice}".

Visible in Navigation

boolean

Whether the chat icon appears in the bottom bar. On by default.

Reply time options

Pick from a fixed list, so the phrasing always reads naturally:


a few minutes	5-10 minutes	10-20 minutes
20-30 minutes	30-45 minutes	45-60 minutes
a few hours	6-12 hours	12-24 hours
a day	a few days

Set this to what you can actually honor, not what you wish were true. It's shown at the exact moment a visitor decides whether to wait or leave, and a broken promise costs more trust than an honest "a few hours" ever cost you. Visitors forgive slow; they don't forgive wrong.

The reply time is only posted when a visitor requests an agent and someone is online. If your team is offline, the visitor gets the offline message instead — see Email, Ratings & Agent Handoff.

Automation Features

Capture Email

boolean

Requires an email address before the visitor can start chatting. Off by default.

Collect Ratings

boolean

Asks the visitor to rate the conversation afterward. Off by default.

Rating Question

text

The wording above the five emoji faces. Defaults to "Please rate your experience". Only shown when Collect Ratings is on.

Choosing whether to capture email

The default, and the right choice for most sites.

Visitors start typing immediately. Vex answers instantly, and many conversations resolve without you ever needing to follow up — so there was never anything to follow up to.

If a visitor does need a human and your team is offline, Yaplet asks for the email at that exact moment, when the visitor has an obvious reason to give it. That's a far easier ask than a form in front of a stranger with a five-second question.

Rating question wording

The default works, but a more specific question gets more useful answers. "How did we do?" invites a score. "Did we solve your problem?" invites a verdict — and the free-text box underneath is where the real signal lives.

Ratings and feedback flow into your Live Chat reports.

Settings That Live Elsewhere

Several things that shape the chat experience are configured outside this section:

Setting	Where
Conversation starters, AI behavior, agent-request threshold	Brand → Vex — the Personality and Starters tabs. See Vex
Colors, dark mode, hiding Yaplet branding	The Chat widget's Appearance and Home tabs. See Appearance & Theming
The ask card and quick-reply chips	The Chat widget's Home tab. See Home Screen Cards
Blocked words and visitor bans	Audience → Security. See Security
Which agents can work in this brand	The Brand access section of the Organization page — avatar menu → Manage team
Canned replies your team inserts	Settings → Organization settings → Message templates

Agent availability is driven by each teammate's own Online/Offline status, not by a widget setting. An agent also needs access to the widget's brand to count as available — a common cause of "why does it say nobody's online?" when someone clearly is.