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A MAX-generated reply in Portuguese: language-matched to the review, grounded in knowledge base content about the account screen, at 233 of 350 characters
Most AI tools generate replies that sound like AI. AppReply MAX is AppReply’s name for the retrieval layer behind every AI-generated reply: instead of writing from a blank slate, it looks up your own past replies and your knowledge base for the current review, then drafts from that context. MAX is built into AppReply from the moment you connect an app — there’s no separate toggle to turn it on. Every time you or an automation generates a reply, AppReply searches for similar past responses and relevant knowledge base content, reranks the best matches, and hands them to the model as context alongside the review itself.
Prerequisites: AppReply MAX requires app integration.

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What MAX actually does

When you click Generate reply, AppReply embeds the review and searches your app’s past responses for the closest matches, then reranks the top candidates before handing them to the model as examples. This is why you’ll often see “Suggested based on past replies” chips before a full draft appears (Pro plan).
If a matching knowledge base document exists — a support article, an FAQ, a crawled help page — the draft is written with that content in hand, so it can point to a real fix instead of a generic apology.
On the Pro plan, AppReply also derives a per-app voice profile (“Agentic Memory”) from your published replies — tone, phrasing, sign-offs, recurring details — and retrieves relevant examples from it for each new draft. You can see and override this profile under Knowledge base > Voice & style.
The same retrieval runs whether a reply comes from you typing in the Reviews Feed or from an automation rule, so an automated reply can sound as grounded and on-voice as a manual one.

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Manual replies feed automated ones

Every manual reply you publish becomes something the next AI-generated reply — manual or automated — can be drawn from. Reply manually for a while first and MAX has real examples of your team’s voice to retrieve from; automation rules you create afterward start from that same context rather than a generic model.
Similar-reply retrieval and knowledge base grounding are part of AI reply generation on any paid plan. The customer-scoped voice profile (“Agentic Memory”) is a Pro and Ultimate plan feature.
There’s nothing to configure to turn this on. Connect an app, start replying (or set up an automation), and AppReply MAX runs in the background on every generated reply from there.

Knowledge base

Manage the documents and voice profile MAX draws on

Reviews feed

See MAX in action when generating a reply