> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Answer a Visitor Who Asked for a Person

> See who is waiting for your team, take the chat and reply, and see your reply arrive in the visitor's chat on your site

Your website assistant answers what it can. When a visitor asks for a person, or asks something only your team can answer, the chat comes to your team, and the visitor waits for a reply in the chat on your site.

This guide answers a visitor who asked the Northwind chat about wholesale coffee for their bakery.

## See who is waiting

Click **Helpdesk** in the left rail. The red number on its icon, and on **Waiting for you** in the **Inbox**, is how many people are waiting for your team.

![The Inbox with Waiting for you (2) outlined, and the chat from Sam Ortega, Waiting 4m, Needs a person, outlined](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/ans-01-waiting-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=7ec6039a9c27000112f2d3b6d7bede94)

**Live now** shows the visitors who are on your site right now. A reply to them shows in their chat straight away.

## Take the chat

Click the chat to open it. The banner says the visitor is waiting, and the panel on the right says why it came to you, for example **The visitor asked for a person**.

Click **Take this chat** so your team knows you have it. (Replying takes it too.)

![The conversation with Sam Ortega, On your site now: the banner Sam is waiting for a person. Nobody has taken this chat yet., with Take this chat and Hand back, outlined](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/ans-02-conversation-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=c15978f74614d3b4128a54c8d3e7353f)

## Reply

Type in **Reply** at the bottom, or click **Saved replies** to start from one (see [Save Replies You Send Often](/how-tos/helpdesk/save-replies)), and click **Send**.

The banner now says your team is chatting with the visitor, and your reply is in the conversation.

![The banner Your team is chatting with Sam. and the team's reply Hi Sam, Thanks for your interest in Northwind wholesale coffee, both outlined](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/ans-03-replied-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=5bfbadd17266c28085fc6058677f65d6)

The visitor sees it in the chat on your site.

![The Northwind chat on the website with the team's reply Hi Sam, Thanks for your interest in Northwind wholesale coffee, outlined](https://mintcdn.com/locusdigital/Cbg2UXFY0C93pKnG/images/how-tos/helpdesk/ans-04-visitor-sees-it-closeup.webp?fit=max\&auto=format\&n=Cbg2UXFY0C93pKnG\&q=85\&s=0bda9f54a8825745a512f5d55e0ee866)

## If the visitor has left

After a few minutes of waiting, a visitor who left an email address is told your team will reply by email, and one who did not is asked to leave one in the chat. Reply in the same way: the panel on the right says when they left the site, and your reply reaches them by email.

## Good to know

* **Hand back** returns the chat to your website assistant.
* **Resolve** at the top right closes the conversation when it is done. It moves to **Done**, and a new message from the visitor opens it again.
* **Never miss one:** [Get Alerted When a Visitor Is Waiting](/how-tos/helpdesk/get-alerted-when-a-visitor-waits).
* **More:** [The Inbox](/helpdesk/inbox) and [Working a conversation](/helpdesk/conversations).


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