MaxIA AI Reply & Translate - Draft and Translate Replies in the Inbox
Use MaxIA to draft AI-powered replies from your knowledge base and translate messages to and from your customer's language, without leaving the conversation.
Overview
MaxIA is the AI assistant built into the inbox composer. It helps you answer faster in two ways: it drafts a reply for you based on the conversation and your knowledge sources, and it translates messages between your language and the customer's.
MaxIA AI Reply
AI Reply reads the recent conversation and suggests a response you can send as-is or edit first.
- Open a conversation in the inbox
- Click AI Assist below the message composer
- MaxIA streams a suggested reply, grounded in your connected knowledge sources
- Edit the text if you want to adjust the tone or details
- Click Send, or clear it and write your own
Tip: The more complete your knowledge sources, the more accurate MaxIA's drafts are. Keep your help articles and FAQs up to date for the best suggestions.
MaxIA Translate
Translate lets you talk to customers in their language even when it is not one you speak.
- Use Translate on an incoming message to read it in your language
- Write your reply in your own language
- Translate it to the customer's language before sending
This keeps the conversation natural for the customer while you work in the language you are comfortable with.
When to use each
| You want to... | Use |
|---|---|
| Answer a routine question quickly | AI Reply |
| Understand a message in another language | Translate (incoming) |
| Reply to a customer in their language | Translate (outgoing) |
Next Steps
Manage a Conversation - Status, Agent, Department, and Labels
Use the Details panel to set a conversation's status, assign an agent, route it to a department, and add labels for organization and filtering.
Conversation Summary - Instant AI Recap in the Inbox
Generate an AI summary of a long conversation so you can catch up in seconds before you reply or hand it off.