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Frequently Asked Questions

General​

What is Maxina AI?​

Maxina is an AI Sales Assistant that automates customer conversations on Instagram DMs and website chat. It connects to your product catalog, answers questions, recommends products, and knows when to ask a human for help.

Who is Maxina AI for?​

Maxina AI is built for online store owners and small teams who sell on Instagram and/or have a WooCommerce store. It's especially useful if you receive more DMs than you can handle manually.

What languages does the AI support?​

The AI works with most major languages. It automatically detects the customer's language and responds in kind.

Getting Started​

Do I need a WooCommerce store to use Maxina AI?​

No. While WooCommerce integration provides the best experience (automatic product import), you can also add products and knowledge manually through the Knowledge Base.

Can I use Maxina AI with Shopify?​

Maxina AIcurrently supports WooCommerce. Shopify integration is on our early roadmap.

How do I connect my Instagram account?​

You need an Instagram Business or Creator account connected to a Facebook Page. See our Connect Instagram guide for step-by-step instructions.

AI Behavior​

Does the AI make up prices or product info?​

No. The AI only uses data from your actual product catalog and knowledge base. It will never invent prices, stock levels, or product details.

What happens when the AI doesn't know the answer?​

The AI escalates the conversation to you. The ticket moves to "Awaiting Supervision" in your inbox, and the AI pauses until you provide guidance or take over. See Handling Escalations.

Can the AI handle angry customers?​

The AI is trained to detect customer frustration and automatically escalate to a human supervisor. It won't attempt to handle refund requests or complaints on its own.

How fast does the AI respond?​

The AI targets a response time of under 5 seconds. If it needs more time for a complex search, it sends a brief "thinking" message to keep the customer engaged.

Data & Security​

Is my data secure?​

Yes. Maxina uses industry-standard security practices:

  • Encrypted connections (HTTPS/TLS) for all data in transit
  • Keycloak for enterprise-grade authentication
  • Tenant isolation — your data is completely separated from other workspaces
  • No data sharing — your product data is never used to train AI models for other customers

Where is my data stored?​

Your data is stored in secure, managed PostgreSQL databases. Media files (images, videos) are stored in S3-compatible object storage.

Can I delete my data?​

Yes. You can delete individual knowledge entries, and full data deletion is available upon request.

Team & Billing​

How many team members can I add?​

There is no hard limit on team members during the current phase. Invite as many agents as you need.

How does billing work?​

Maxina AI is currently in its early access phase. Pricing plans will be announced before general availability.

Can I have multiple workspaces?​

Yes! You can create multiple workspaces for different businesses, and switch between them using the workspace switcher. Each workspace has its own product catalog, AI knowledge, and team.

Troubleshooting​

The AI isn't responding to Instagram DMs​

  1. Check that your Instagram channel shows Connected in Settings → Channels
  2. Make sure you're sending from a different account (not your business account)
  3. Check the Inbox — the ticket should appear even if the AI doesn't respond

Products aren't showing up after WooCommerce sync​

  1. Verify your API keys have Read/Write permissions
  2. Check that products are Published (not Draft) in WooCommerce
  3. Try clicking Sync Now on the integration card

I can't access Settings or Invite​

You need Owner or Admin role to access settings and invite team members. If you're an Agent, ask your workspace owner for admin access.

Still Have Questions?​

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