Overview
Yaplet has five AI tools that run inside the inbox while you are handling a conversation. They exist to cut the time you spend writing, not to replace your judgement — always read a draft before you send it.
Open them from the AI Tools button in the input toolbar, or use the keyboard shortcuts below while the input bar has focus.
AI Reply — generate a draft response
AI Reply reads the conversation and writes a draft you can edit and send.
- Shortcut:
Ctrl/Cmd + Shift + R - The draft appears in the input bar, ready to edit.
- If the conversation's chat widget has a Vex AI agent, the draft is grounded in everything the brand knows. Without one it still writes a draft, but from the conversation alone — you will see a note asking you to check the answer before sending.
AI Summary — condense a long thread
AI Summary reads the conversation and posts a private note with two parts: the visitor's objective in one sentence, and up to four key points. Run it before a handover so the next agent is up to speed instantly.
- Shortcut:
Ctrl/Cmd + Shift + S - The summary is always posted as a private note — the visitor never sees it.
- Yaplet asks the model to write the summary in English, whatever language the conversation itself is in.
AI Rephrase — improve your draft
Type your reply naturally, then run AI Rephrase to make it sound more professional and more suited to customer service. Your meaning is preserved; the tone and phrasing change.
- Shortcut:
Ctrl/Cmd + Shift + P - Write your draft in the input bar first, then run the tool.
AI Grammar — fix spelling and punctuation
AI Grammar corrects mistakes in the message you have drafted without changing its meaning or style. Useful when you are writing quickly, or in a second language.
- Shortcut:
Ctrl/Cmd + Shift + G
AI Context — look up an answer for yourself
AI Context takes the visitor's last message as a search query, searches everything the brand owns — its knowledge bases, documentation, uploaded files, the pages of your website Yaplet has read and your question-and-answer entries — and posts a short answer as a private note, with clickable sources. The visitor never sees it, and nothing is sent to them.
- Run it from the AI Tools menu in the input toolbar. The menu shows
Ctrl/Cmd + Shift + Cbeside it, but that shortcut does not currently start the tool — use the menu entry. - It needs the conversation's chat widget to have a Vex AI agent. Without one the tool reports No AI knowledge base connected to this conversation.
- It also needs the visitor to have said something — otherwise it reports The visitor hasn't asked anything yet.
- Each source link opens the original article, documentation page or product page; sources that came from an uploaded file, a pasted text or a question-and-answer entry open a preview inside the inbox.
When AI Context comes back with nothing
An empty result usually means the material simply is not indexed. Open Brand → Knowledge and check the two tables there.
The first table lists your knowledge bases and documentation sets. Its Indexed column counts the searchable pieces the AI stored from each one, so a dash means that source has contributed nothing. The second table, Other sources, lists files, website pages, pasted text and question-and-answer entries, and gives each row a Status: Ready, Not indexed, Reading…, Failed or Warning. Anything that is not Ready is not answering questions yet.
What does not work on email conversations
AI Reply, AI Summary and AI Context all read the chat messages of a conversation and skip the email ones. On a conversation that arrived entirely by email there is nothing left for them to read: AI Reply and AI Summary report that no messages were found, and AI Context reports that the visitor has not asked anything. Use them on live chat, Messenger, Instagram and phone conversations instead.
On mobile
In the mobile app, tap the + button in the input area to open the actions menu, and pick a tool under AI TOOLS. All five are available.
Permissions
AI Reply and AI Context need the Inbox AI permission. AI Summary needs Summary. AI Rephrase and AI Grammar need Rephrase. If a tool is greyed out, ask your admin for the permission.
What's next
To learn about the AI agent these tools borrow their knowledge from, see Set up Vex AI for the first time.