Mae · AI Agent
A colleague who
does the work.
Mae reads the photo, checks the order, arranges the replacement, takes the payment and closes the case - then hands over the moment a human matters.
What Mae is doing, step by step
- 1Reads the message and the attached photo
- 2Confirms damage · checks policy: free replacement applies
- 3Raises the replacement order
- 4Detects a sales question · answers in French
- 5Judges the bulk enquiry needs a person · hands off with full context
Whatever they send
Customers don’t write tickets. They send what’s in their hand.
A voice note from the car. A photo of the damage. A screenshot of the order. Mae reads them all - and acts on what they mean.
“…llegó el pedido pero falta el segundo bote de proteína…”
The order arrived, but the second tub of protein is missing.
Heard, understood and actioned - and the reply goes back in Spanish, without anyone asking.
Mae sees what’s in the photo, checks it against the order and your policy, and settles it in one reply.
Also understands: PDF invoices · order screenshots · videos · 100+ languages
What Mae logged
Rolled into Live Mood, your satisfaction report and tomorrow’s brief
Conversations into insight
Every conversation Mae handles teaches you something.
Mae doesn’t just answer and move on. Every conversation is logged - how the customer felt, what happened and how it ended - so the patterns show up while they’re still cheap to fix.
- ✓Mood tracked on every thread - the quietly unhappy customer gets spotted, not lost
- ✓Satisfaction scores with the why attached - Mae asks the follow-up question for you
- ✓Ask Mae about your numbers in plain English - answered with the receipts
A support tool tells you what happened. A colleague tells you what it means.
Before and after
The same Tuesday, with and without Mae.
- ✕09:00 · 43 unread messages across 4 apps and 2 inboxes
- ✕11:30 · “Where’s my order?” answered for the 19th time
- ✕14:00 · a Spanish customer waits a day for a translated reply
- ✕17:45 · the unhappy customer nobody spotted quietly churns
- ✕Friday · marketing “did well”. Nobody can say what it earned.
- ✓09:00 · Mae’s brief: two things need you, everything else handled
- ✓11:30 · “Where’s my order?” answered in seconds, before it reaches you
- ✓14:00 · that Spanish customer gets a reply in seconds, in Spanish
- ✓17:45 · Live Mood catches the unhappy customer in time
- ✓Friday · “£4,820 traced to messages this week.” With receipts.
Beside your team, too
Mae faces your customers - and sits with your team, too.
The same colleague who answers the front door reads your numbers, briefs your morning, and backs your team up inside the inbox.
£871.00 traced to messages this week - campaigns £469, broadcasts £274, conversations £128. Your best performer was the restock broadcast.
Mae reads the numbers, then hands you the thread to pull.
Every morning, a brief. Every number in it, a question you can ask. Two taps take you from a headline figure to buyer-by-buyer receipts - no report builder, no export wrangling.
Mae finds the money you forgot to ask for.
Mae reads your audience the way she reads your inbox: who converted last time you messaged them, who’s gone quiet since. Then she does the legwork - builds the group, drafts the campaign, and labels exactly why each person is in it. You review. Nothing sends without you.
87 customers bought the last time you messaged them - but haven’t heard from you in 60+ days. I’ve put together a group and drafted a win-back for you to look over.
“It’s been a while 💜 Here’s 10% off your usual - want me to sort it?”
Nothing sends without your say-so
Ask Mae, right inside the inbox.
Your team’s copilot as well as your customers' agent. History, policy, past fixes - asked in plain English, answered with sources, one click from becoming the reply.
When a human takes over, Mae stays in the room.
Mae hands off with context - then keeps helping: drafting the reply from everything said so far. Your team does the judgement; she does the typing.
And when it’s done, the customer says how it went · customer experience
“Confirmed - your replacement arrives Thursday before 1pm, tracking to follow. Nothing to send back. Sorry again for the wait, Priya 💜”
Mae doesn’t just answer. She acts - with tool calls.
Mae works with real tool calls into your real systems - calendars, orders, payments, your own API. A customer asks for a callback; she finds the free slot, books it into your diary and sends both invites. Every action logged in the thread.
And she knows when to step back
Mae handles the routine so your people can do what needs a human.
Anything sensitive or complex goes to the right person, with everything Mae has gathered so far. One click, same inbox, zero repeated questions.
Mae says when something needs a person, rather than bluffing through it.
The full conversation and context attached. The customer never repeats themselves.
Guardrails keep her in your tone and your policies, every message.
Under the bonnet
No black box. Here’s how she thinks.
You’re putting her in front of your customers, so we’d rather show you the working than ask you to take it on trust.
Reads everything
Text in any language, photos of the damage, voice notes, PDFs. Mae works from what the customer actually sent, not a keyword match.
Pulls your knowledge
Your site, docs, policies and product catalogue - the answer comes from your sources, and she says so when they don’t cover it.
Checks the guardrails
Your tone, your rules, your limits. What she’s allowed to offer, promise and send is set by you - and enforced on every message.
Acts with real tools
Stripe payments, calendar bookings, Shopify store data, your own API. Actions are logged in the thread - you can see every step taken.
Knows when to step back
Low confidence, sensitive topic, or a customer who needs a person? Mae hands off with the full context attached, rather than bluffing.
Everything on the record
Every conversation and handoff is kept. You can see exactly what Mae couldn’t answer - and closing the gap takes minutes, not a sprint.
Ask us how Mae decided anything, on any conversation, and we can show you the working. That’s the standard a colleague is held to - so it’s the standard Mae’s held to.
Measured, not marketed
This isn’t a promise. It’s already running.
Measured on 4,010 real customer conversations from one customer running the InstaMessage agent, over a period in 2026. Unanswered outbound notifications excluded. Ask us for the workings on the demo.
And when you’re ready for voice
Mae types - or talks, when you want her to.
“Hi, I’m Mae. I answer your customers in seconds - out loud, if they’d rather talk. Everything on this page, I do for real. Come and say hello - I’m at the bottom of your screen.”
The same voice as the live widget on this page - ask her out loud, she answers out loud.
Questions, answered.
What happens when Mae isn’t sure, or gets something wrong?＋
Mae’s built to say so, not to bluff. Low confidence, a sensitive topic, or anything outside your sources gets handed to a person with the full context attached - rather than an invented answer. Every conversation is kept, so you can see exactly what Mae couldn’t handle and close the gap.
Will Mae replace my team?＋
No - Mae takes the repetitive volume off them so they can spend their day on the conversations that actually need a person. When Mae hands over, your team picks up with the whole history in front of them, and the customer never repeats themselves.
Is my customer data used to train the AI?＋
No - your conversations aren’t used to train foundation models. Mae works from your own sources - your site, docs, policies and product data - to answer your customers, and what’s yours stays yours. See our security page for the full answer.
How long before Mae’s actually useful?＋
Quickly - and Mae does more than read your website back. Mae works from your actual product catalogue, your policies and the answers you’ve given before, so the right product gets recommended, the right rule applied, and actions taken through your tools (orders, calendar, payments) - rather than just quoting a page. You’ll see this on the demo; we build and tune your own version with you on your setup call once you’re on board.
Can I control what Mae’s allowed to say and do?＋
Completely. You set the tone, the policies, and what Mae can offer, promise, book or refund - enforced on every message. Mae works inside those guardrails, or hands to a person.
What does Mae cost?＋
Mae isn’t a bolt-on you pay for per seat - included in the plan, working every channel you switch on. Plans differ by how much you send and how many contacts you hold. See pricing for how the tiers and allowances work.
Put Mae to work for your customers.
A demo built around your business - Mae conversing, taking action and escalating, on your channels, in your voice.
Get a demo →