The short answer
A brand is one public identity — one company, one product, one site. Your account can hold several, but it is created with one already in place, and most customers never add another.
The brand is why your dashboard is arranged the way it is. Nearly everything your customers can see belongs to a brand rather than floating loose in your account, which is what the Brand section in the left menu is for.
What a brand owns
- Its chat widget — the bubble you install on your website.
- Its knowledge base and documentation, with all their articles and pages.
- Everything the AI knows: uploaded files, pages of your website we read for you, and question-and-answer entries you wrote by hand.
- Its products, whether typed in or pulled from a product feed.
- Its Vex AI agent — the AI that answers chats.
- Its voice agents — the AI that answers phone calls.
- Its chat workflows — the scripted conversations with buttons and branches.
- Its public web address, in the form
something.yaplet.help, which is where its knowledge base and documentation are published.
Chat, phone calls, the inbox's suggested replies and AI social posts all read from that same pool. Add a help article once and every one of them can use it.
Where you find it in the menu
In the left menu, between Communications and Marketing, sits Brand. Its top row carries the brand's own name and icon — that row expands the section rather than opening a page. Underneath, in four bands:
- Overview and Chat widget.
- Under Content: Knowledge and Products.
- Under Automation: Vex, Voice and Workflows.
- Under Configuration: Brand settings.
Article paths in this knowledge base are written the way the menu reads them, so "Brand → Knowledge" means: open the Brand section, then the Knowledge row.
The rules that surprise people
A brand has at most one chat widget and at most one Vex AI agent, and either can legitimately be missing.
A brand with no widget still works: its knowledge base is still published on its web address, and visitors can still read it — your own pages simply have no chat bubble. A brand with no AI agent still holds all its knowledge; nothing is reading from it yet, and the brand's Overview offers an Add Vex button.
You never set a brand up from scratch, either. Every account is created with one, named after the company name you typed at signup.
Where the old menu entries went
If you have an older screenshot, a bookmark, or an article from before the brand section existed, this is the translation. The old addresses are gone and nothing forwards them, so update your bookmarks.
| Where it used to be | Where it is now |
|---|---|
| Widgets | Brand → Chat widget |
| Automation → Vex | Brand → Vex |
| Automation → Custom workflows | Brand → Workflows |
| Automation → Voice | Brand → Voice |
| Automation → Forms | The Forms tab of the board the form feeds |
| Help Center → Knowledge Base, Help Center → Documentation | Brand → Knowledge |
| Settings → Boards | Communications → Tickets, one row per board |
| AI Social Posting → Brands | Brand settings |
The editors themselves kept their web addresses, so a deep link straight into an article, a widget designer or a workflow still opens. Only the list pages were removed.
When you would want a second brand
Add one when you genuinely have a second public identity — a separate product with its own help site, or a second company you support from the same team. Not for a staging site, and not to split one company's content in two.
To create one, use New brand at the bottom of the Brand section. The dialog asks for a name and a web address, and gives you tick boxes for what to create alongside it — Chat widget, Knowledge base and Vex AI bot. A Documentation box sits beside them only if your account has the Documentation module, which is a paid extra. You can also point it at a website and let AI fill the new brand in, or skip that and set it up by hand.
A brand takes the same plan slot a chat widget used to, so the free plan allows exactly one. The dialog tells you how many your plan still has room for before you start.
What changes once you have two
Not much, and nothing you have to learn in advance. A Switch brand row appears at the bottom of the Brand section. If you switch while you are standing on something a brand owns, you land on the new brand's Overview; if you switch from a page that belongs to the whole account, such as the inbox, nothing moves. Home gains a Brands table listing every brand with its address, widget, Vex, sources and indexed items.
Page headings never carry the brand's name; they say what the page is. Which brand you are looking at is shown in the breadcrumb trail above the heading, and in your browser's tab title.
Who can see which brand
Teammates are given access per brand. When you invite someone, every brand is switched on by default and you untick the ones they should not see; owners and administrators always see all of them. See Invite your first teammates.
Deleting a brand
Deleting a brand destroys everything in the list at the top of this article, permanently, with no undo. It is a separate decision from deleting the chat widget, which is much safer. Both are covered in Uninstall Yaplet.
What's next
The fastest way to fill a brand in is to let AI read your website: let AI set up your brand from your website.