AI → Chats is where visitors asking for a person show up. Leave it open in a tab — it updates by itself, and a reply reaches the visitor's screen almost instantly.
The list
Anyone waiting sits at the top with a running timer, so the most urgent thing is always the first thing you see. Four tabs let you filter:
- Open — everything that needs or recently needed a person.
- Waiting — nobody has picked these up yet.
- Live — a teammate is in the conversation right now.
- All — every conversation, including ones the assistant handled alone.
Take a conversation
Click one to read what's been said so far, then either press Claim chat or just start typing — sending a message claims it for you. Once it's yours, the visitor sees your name and your replies come through in your colour, not the assistant's.
If a teammate claims it a moment before you do, you'll be told who got there first rather than dropped into their conversation.
What you can see about the visitor
The panel on the right shows their name and email if they've shared them, which of your websites they're on, what page they landed from, and when the conversation started. If their email matches somebody in your CRM, you get a link straight to that record — so you can see their giving, their events, and their history before you answer.
Hand it back
Press Hand back to Skye when you're done. The visitor is told, and the assistant picks the conversation back up. If you get pulled away and forget, Studio hands it back automatically after twenty quiet minutes so nobody is left talking to an empty chair.
Common questions
- Do I need to keep the tab open? To answer, yes. Having it open is also what tells your website that a person is available — see the availability article.
- Can two of us work the inbox? Yes. Everyone sees everything, and whoever claims a conversation first owns it.
- Where do old chats go? The All tab, and the full transcript stays in your Concierge conversation log.