Choose a deployment mode
- Off: Ven never replies to customers automatically.
- When team is offline: Ven answers only while no teammate is online, then steps back.
- Always active: Ven answers every new conversation, at any hour.
Note: Start with Off, run a few questions on the Test tab, then turn Ven on for off-hours before making it always active.
How a handoff happens
When Ven cannot answer confidently from your knowledge, it hands the conversation off instead of guessing: it stops replying automatically and the conversation waits for a teammate. You can also let customers ask for a person directly from the widget, which pauses Ven for that conversation right away.
Test before you turn it on
- Open the AI Agent workspace and go to the Test tab.
- Ask a realistic question, such as one about pricing, setup, or a common problem.
- Check the answer, its sources, and whether Ven would answer or hand off — the same logic the live widget uses.