You want the right conversations reaching the right people. Two separate things decide that, and it helps to keep them apart: who can see a conversation at all, and who is answering it.
Who can see it: brand access
Every chat belongs to a brand, and a teammate sees a brand's chats only if that brand is switched on for them.
- Click your avatar at the bottom-left of the dashboard and choose Manage team.
- Click the person's row to expand it.
- Scroll to Brand access and switch on only the brands they should handle.
- Click Save.
Owners and administrators skip this entirely — they see every brand's conversations whatever the switches say. For the full picture of brand, board and shift-type scoping, see Restrict what a teammate can access.
Who answers it: assignment by hand
Yaplet does not distribute conversations for you. There is no auto-assign toggle and no round-robin rota — a conversation stays unassigned until a person takes it or someone hands it over.
Any agent with inbox access can pick a conversation up, and can pass one to a colleague with Transfer chat to agent, which asks them to select an online agent. The current owner of a conversation is shown as Assignee in the conversation's side panel. Step-by-step instructions are in Assign a conversation to a teammate.
Unassigned conversations
The Communications → Inbox menu has four views: My inbox, All, Unassigned and Calls. Anything nobody has taken sits in Unassigned, visible to every teammate who has the matching brand, until one of them picks it up. In practice that list is your queue — watch it rather than waiting for a rule to fire.
Who counts as available
A teammate counts as online when their own status is set to online, which they control from the same account menu at the bottom-left. Starting a shift on a chat-duty shift type offers to set it for them, so in day-to-day use "clocked in on a chat shift" and "online" line up — but the status is what the widget and the transfer dialog actually read.
When nobody is online and a visitor asks for a human, Yaplet tells them so and takes their email address instead, so the message still reaches your inbox. See Set business hours and agent availability.