Yaplet gives you two ways to control how conversations reach your team: widget-level access restrictions that define who can see which conversations, and manual or automatic assignment that decides who picks up a conversation.
Widget-level access (who sees what)
The most common assignment need is making sure agents only see conversations from the widgets they own. You configure this in each member's permission settings:
- Go to Settings → Organization and open the team member's settings.
- Under Widget permissions, enable only the widgets this agent should see.
- Save. The agent's inbox will now show only conversations from those widgets.
Admins and owners see all widgets regardless of this setting.
Manual assignment in the inbox
Any agent with inbox access can assign a conversation to themselves or a colleague directly from the conversation view. Click the Assigned to field in the conversation sidebar and pick a teammate. For a full guide to assigning conversations, see Assign a conversation to a teammate.
Automatic assignment (round-robin)
If you want new conversations to be distributed automatically among available agents, enable Auto-assign in your widget settings:
- Go to Settings → Widgets and open the widget.
- Under the Inbox tab, find the Auto-assign conversations toggle and enable it.
- Save the widget settings.
New conversations will now be assigned round-robin to online agents who have access to that widget. Agents are considered "online" when they are actively clocked in on a chat-available shift.
Unassigned conversations
Conversations that no auto-assign rule matches remain unassigned. They appear in every eligible agent's inbox under All conversations until someone picks them up.