Chat Settings
The dashboard options that control the chat tab — setting reply-time expectations, capturing emails, and collecting ratings.
Overview
The chat tab's settings live in Brand → Chat widget → Messages. There are only three, split into two groups — the chat tab cannot be switched off, and it 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
Reply time options
Pick from a fixed list, so the phrasing always reads naturally — and so it can be said in every language the widget speaks:
| 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 |
Automation Features
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.
Use when every conversation is a lead worth keeping.
The email form blocks the composer until the visitor provides an address. You'll never lose a contact — but you'll lose some conversations. The visitor with a quick question sees a form where they expected an answer, and some of them leave.
Consider this if chat is primarily a sales channel rather than a support one, or if follow-up is genuinely mandatory for your business.
The rating question
The wording above the five emoji faces is Yaplet's own, and each visitor reads it in their own language.
The free-text box underneath the faces 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 |
|---|---|
| The chat tab's name, and every other tab's name | Nowhere — the widget says each tab's name in the visitor's own language. See Widget Languages |
| Conversation starters, AI behavior, agent-request threshold | Brand → Vex — the Personality and Starters tabs. See Vex |
| Colors, layout, hiding Yaplet branding | The Chat widget's Design 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 |