Highlight a customer message
- Select a few words or a sentence inside a message the customer sent.
- A small “Ask Ven AI” chip appears right above the highlighted text.
- Select the chip to send that text to the Assist panel as the question.
Note: The chip only appears for the customer’s own messages: the goal is always to answer what they wrote, not your own or a teammate’s reply.
Why this is faster
A long or detailed customer message often contains one specific question buried inside it. Highlighting just that part gives Ven a sharper prompt than the typed question “what does this mean”, and the answer arrives in the language the customer used.