What Vex is
Vex is Yaplet's AI agent. It answers your visitors in natural language, using whatever your brand knows — knowledge bases, documentation, uploaded files, pages of your website we read for you, question-and-answer entries and your product catalogue. Each brand has exactly one Vex, at Brand → Vex.
The important part to understand before you start: the knowledge belongs to the brand, not to Vex. The same material answers phone calls, writes the reply suggestions your team sees in the inbox, and feeds AI social posting. You add content once and everything reads from it.
The fastest way to start
Go to Brand → Overview and press AI setup. Give it your website address and it fills the brand in for you: company name, description, website, language, icon and logo; the chat widget's colours, greeting and welcome message; the useful pages of your site imported as knowledge; and a few conversation starters, but only if your agent has none yet. It also renames the agent to "Your company Vex". It never touches your web address or your widget's name. Let AI set up your brand from your website walks through the whole wizard, including the other three buttons that run parts of it.
Run it again later and you get a Keep or Replace choice for each part, so a description you wrote by hand survives a re-colouring. On a brand-new brand there is nothing to keep, so no choices appear. Accounts with no subscription get three runs in total and the screen prints how many are left — and a preview that saves nothing still uses one, because it still costs an AI call. Everyone, paid or free, is limited to five runs a minute.
Step 1 — Create the agent
Open Brand → Vex. If the brand has no agent, the page shows one message — "Nothing answers with this knowledge yet" — and one Add Vex button. Press it and the agent is created already switched on, answering from whatever the brand knows at that moment.
A brand can have one Vex and no more, and creating one uses an AI-chatbot allowance from your plan.
Step 2 — Give the brand something to answer from
All content lives on one screen: Brand → Knowledge. The top half holds your knowledge bases and documentation sets. The bottom half, Other sources, holds pasted text, question-and-answer entries, uploaded files, single web pages and sitemaps, with API tools on a second tab. Nothing is attached to the agent — you add it to the brand and the agent reads it.
Here is the reassuring part: publishing an article indexes it straight away. It does not matter whether an agent exists or whether anything is connected to a widget. You can fill a knowledge base today and add Vex next week without re-importing a thing.
Product feeds are the one exception — they have their own screen at Brand → Products. A brand with no AI agent cannot add one yet and shows "Add an AI agent first" there instead.
Step 3 — Set the personality
Back on Brand → Vex, the first sub-page is Personality, and it has four tabs inside it:
- General — the agent's Name ("What this AI agent is called in your dashboard"), the Enable this agent switch, and a read-only note of the AI models Yaplet uses for it (Primary Model and Fast Model).
- Answers — Emoji Usage (tick "Disable emojis in AI responses" for a more formal voice), Answer instructions ("Extra instructions sent with every AI prompt"), and When the AI Doesn't Know the Answer.
- Agent Handoff — everything about connecting a visitor to a person.
- Danger Zone — deleting the agent.
Three settings people look for here are somewhere else now. Your company name, website and language are brand settings, at Brand settings → General — and Fill from website can write them for you from your website address. Smart answer matching and Privacy masking are on Brand settings → Advanced. Privacy masking hides email addresses, phone numbers and card numbers in what visitors write before that text is sent to the AI provider; it is best-effort rather than a guarantee, so if the masking service is slow or unavailable the message goes out as written.
Step 4 — Decide what happens when it cannot answer
On the Answers tab, When the AI Doesn't Know the Answer gives you two choices:
- Politely decline (recommended) — the agent says it does not have information about that topic. It does not guess.
- Offer to connect with a human — if one of your people is online, the agent asks the visitor whether they want to be connected and only hands over if they say yes. If nobody is available it politely declines instead.
The second option is greyed out until Automatic Agent Handoff is switched on, one tab over on Agent Handoff. That tab also holds the Handoff Message and Show 'Talk to Support' Button After, which defaults to six messages within the last five minutes.
Step 5 — Try it
There is no preview button on the Vex screen. Go to Brand → Chat widget. On a wide screen the live preview is already open beside the settings — just type into it. In a narrower window, switch between the two with the Preview / Settings button in the page header, and on a phone that button sits inside the ⋯ menu. Either way you are talking to your real widget, so the answers you get are the answers your visitors would get. Ask five questions you know the answers to.
Pre-launch checklist
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The agent exists and Enable this agent is on
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Brand → Knowledge shows at least one source with a Ready status and a non-zero Indexed count
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Answer instructions written, or intentionally left blank
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"When the AI Doesn't Know the Answer" set the way you want it
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Handoff settings reviewed
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Previewed in the chat widget with at least five representative questions
Next steps
Add more content: Add knowledge to your brand. Tune the voice: Write a system prompt and tone for Vex. Control escalation: Control when Vex hands off to a human. After real conversations happen, see what it could not answer: Find knowledge gaps Vex couldn't answer.