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Inbox & Supervisor

The Inbox is your mission control for all customer conversations. Whether the message came from Instagram or a website widget, every conversation appears here as a ticket with a clear workflow state.

Inbox Overview​

Inbox overview

Each ticket in the inbox shows:

FieldDescription
SubjectCustomer name or conversation topic
Last MessagePreview of the most recent message
TimeWhen the last message was sent
StatusCurrent workflow state (Active, Awaiting Supervision, etc.)
TeamWhich team the ticket is assigned to
Unread CountNumber of unread messages

Filtering​

Filter your inbox by workflow state to focus on what needs attention:

  • All — Every ticket
  • Active — AI is handling these
  • Awaiting Supervision — AI needs your help
  • Manual Override — You're in control
  • Resolved — Closed conversations

The Supervisor Workflow​

Maxina AI implements a Human-in-the-Loop pattern — the AI handles conversations, but you're always in control.

Supervisor Actions​

💡 Provide Guidance​

When AI is stuck (ticket is Awaiting Supervision):

  1. Open the ticket
  2. Read the conversation and the AI's reason for escalating
  3. Type your instruction (e.g., "Offer a 10% discount on this item")
  4. Click Provide Guidance
  5. The AI crafts a response using your instruction and sends it
info

Your instruction is internal — the customer never sees it. The AI uses it as context to generate a natural-sounding response.

✋ Take Over​

When you want to reply directly:

  1. Open the ticket
  2. Click Take Over
  3. The AI is completely disabled for this ticket
  4. Type and send messages directly to the customer

🔄 Return to AI​

After taking over, you can give control back:

  1. Click Return to AI
  2. The ticket goes back to Active state
  3. The AI will respond to the next customer message

🔀 Transfer Ticket​

Route a ticket to a different team:

  1. Click Transfer
  2. Select the target team (e.g., Sales → Support)
  3. The ticket moves to the new team's queue

✅ Resolve Ticket​

Close a completed conversation:

  1. Click Resolve
  2. The ticket is marked as Resolved
  3. No further processing occurs

Connect Instagram

Message Types You'll See​

IconTypeDescription
💬Customer MessageWhat the customer sent
🤖AI ResponseWhat the AI replied
👨‍💼Supervisor InstructionYour internal guidance to the AI
⚙️System EventState changes, transfers, etc.

Next Steps​