AI Assistant
The ema AI assistant answers questions about your event right where you are — on the web it lives in a chat sidebar, and in the hey ema mobile app it appears as a chat overlay on the ema tab. Ask it about your schedule, upcoming deadlines, session details, or any event data you have access to.
Floating chat button or Cmd/Ctrl+K
On the web, click the floating chat button in the bottom-right corner or press Cmd+K (Mac) / Ctrl+K (Windows). In the mobile app, open the ema tab to reveal the chat overlay.
A chat panel where you type questions in plain language and get answers drawn from the event data you can access — your agenda, sessions, deadlines, and event information.
When the Assistant Cannot Answer
If the assistant cannot resolve your question, it can escalate: with your agreement it opens a real support ticket with the event organizer's team on your behalf.
- It never asks for your email address — the ticket is filed under the email on your account.
- Once created, the chat shows a card: Support ticket #N created — View in My Requests, linking straight to Me > Support.
- On mobile, View my requests opens the My Requests web page in an in-app web view — there is no native requests screen in the app.
- From there the conversation works like any other support request: the organizer replies by email and in the thread.
If the organizer has not set up ticket escalation (no AI-connected support mailbox), the assistant tells you so and suggests another way to reach the team.
Tickets created from the assistant go to the event organizer's team. If the portal also shows a separate Get support life-buoy button or a Still stuck? Talk to a person option, that reaches ema platform support instead — a different team for problems with ema itself, not with your event.
Asking for Help on a Public Event Site
Organizers can also put the AI assistant on their public event pages for visitors who are not signed in. The escalation flow there works differently:
- If the assistant cannot answer — or you ask for a human — it asks for your email address.
- ema emails you a verification code; read it back in the chat.
- The ticket is created. The chat shows the ticket number and a tracking link, and a confirmation email follows.
Only one ticket is created per conversation, unless you explicitly ask for more.
An attendee asks the assistant whether the gala dinner caters for a specific allergy. The assistant has no catering details, so it offers to open a ticket with the organizer. The attendee agrees, sees Support ticket #318 created in the chat, and the organizer's answer arrives by email the next day — with the full thread visible under Me > Support.
Related Guides
- My Support Requests — follow the tickets the assistant creates for you.
- Public Support Forms — another way to reach an organizer without an account.
- Getting Help FAQ — other ways to reach a person.