Connect an email inbox

How email works in Yaplet

Every email sent to a Yaplet-connected address creates a conversation in your inbox. Agents reply from inside Yaplet, and their replies go out as email to the original sender. Threading is automatic — the visitor's next reply comes back into the same conversation.

You have two kinds of address:

• A yaplet.io address — ready immediately, no DNS setup. Emails arrive at [email protected]. Good for testing, or for internal use.
• An address on your own domain — email arrives at and is sent from your own domain (for example [email protected]). It needs DNS verification, but it looks entirely like you.

Option 1 — create a yaplet.io email address

1. Go to Settings → Organization settings → Emailing. The Yaplet Emails tab opens by default.
2. Click Create email address.
3. Enter the part that comes before @yaplet.io — for example support-mycompany makes [email protected].
4. Pick the Widget this address should deliver into. Incoming emails to the address are routed to that chat widget's inbox.
5. Click Create.

That's it. Share the new address with customers, or use it as the forwarding target for an address you already have (see below).

Option 2 — use your own domain

To send and receive as [email protected], verify your domain first.

1. Go to Settings → Organization settings → Emailing → Custom Domains.
2. Click Add domain and enter the domain name.
3. Add the DNS records Yaplet shows you to your domain's DNS provider. The list is generated for your domain and marks which records are optional — one of them is an MX record on the domain itself, and you only need that one if you want to receive email at that domain inside Yaplet.
4. Click Verify DNS once the records have propagated. That is usually one to two hours, occasionally up to 48.
5. Once the domain is verified, use Add email on it to create [email protected] and choose the widget it delivers into.

Option 3 — forward an address you already have

If customers already write to [email protected], you can keep that address and route it through Yaplet without anyone noticing:

1. Create a yaplet.io address (option 1 above).
2. Verify your own domain and create a sender address on it (option 2 above).
3. In your email provider (Gmail, Outlook, Zoho, cPanel and so on), forward [email protected] to your yaplet.io address.

Forwarded email reaches Yaplet, and agents reply from [email protected] through your verified domain. Customers see no difference.

Vex answers email conversations

An email address belongs to a chat widget, and that widget belongs to a brand. If that brand has an active Vex AI agent, Vex answers incoming email by itself, using everything on the brand's Knowledge screen — knowledge bases, documentation, uploaded files, website pages Yaplet has read and question-and-answer entries. Nothing has to be attached to the widget. The customer gets the reply by email within moments and can simply reply to carry on.

• Clearly marked as AI — every AI email carries a small footer saying the AI assistant wrote it.
• A "Talk to a human" link — one click plus a confirmation moves the conversation to your team's queue for a human reply.
• Vex steps back for humans — once an agent replies, or a human has been asked for, Vex stays silent on that conversation.
• No robot loops — out-of-office replies, mailing lists and other machine-generated mail are recognised and never answered, and daily caps stop two systems replying to each other forever.

When Vex offers a human is set on Brand → Vex → Personality → Agent Handoff — see Control when Vex hands off to a human.

Email threading and the Email badge

Every outgoing email carries a unique reply-to address, so replies come back to the same conversation, and they go out as "Re: {the customer's subject}" so they thread into the customer's own mailbox. In your inbox the email subject becomes the conversation title, conversations that started from email carry an Email badge, and emailed replies appear as a single bubble with an email marker. Other conversations from the same email address are reachable from the sidebar.

What's next

Ready to connect social channels? See Connect Instagram DMs or Connect Facebook Messenger.