AI Sales Agent
The AI Sales Agent is the core of Maxina. It's an intelligent assistant that responds to your customers' Instagram DMs and website chat messages, using your actual product catalog to make recommendations and close sales.
How the AI Thinks
When a customer sends a message, the AI follows this process:
Key Behaviors
🌐 Multilingual
The AI Supports 30+ languages including English, Armenian, Turkish, Spanish, French, German, Chinese, and many more. The AI switches automatically based on the conversation — no configuration needed.
🛒 Proactive Selling
The AI doesn't wait to be asked. When a customer shows interest, it:
- Immediately searches for matching products
- Shows product names, prices, and availability
- Suggests related items
🎯 Never Invents Data
The AI only uses data from your actual product catalog. It will never:
- Make up a price
- Claim something is in stock if it isn't
- Invent a product that doesn't exist
⚡ Response Time
The AI processes each message fully before replying — it won't send a placeholder "hold on" message. Response time depends on complexity:
| Scenario | Typical time |
|---|---|
| Simple greeting or question | ~1–5s |
| Product search | ~3–10s |
| Search + detailed product lookup | ~3–10s |
The more structured your product catalog, the faster the AI can find answers.
AI Tools
Behind the scenes, the AI has access to smart tools that connect it to your data:
| Tool | What It Does |
|---|---|
| Search Store | Searches your product catalog by keyword, returning names, prices, and stock status |
| Get Product Details | Fetches a complete product dossier — variants, reviews, images, and descriptions |
| Request Supervision | Escalates to a human when the AI is unsure or the customer needs special attention |
These tools work with your real data. The more products and knowledge you add, the smarter the AI becomes. See Training Your AI for tips.
When AI Asks for Help
The AI is designed to know its limits. It will automatically escalate to you when:
- 😤 The customer is angry or frustrated
- 💰 The request involves refunds or special pricing
- ❓ The AI is unsure how to respond
- 📋 The customer needs something outside the AI's capabilities
When this happens:
- The AI pauses the conversation
- The ticket moves to Awaiting Supervision in your inbox
- You provide guidance or take over directly
- The AI resumes (or you continue manually)
See Handling Escalations for a detailed walkthrough.
Conversation Memory
The AI remembers the last 10 messages in each conversation (with a 24-hour window). This means:
- It understands context from earlier in the conversation
- It won't repeat itself
- If a customer comes back the next day, the AI starts fresh