Maia AI Technical Account Manager

​

What Maia does

Maia is Yuno’s AI Technical Account Manager. She works alongside your Yuno team to answer technical questions, investigate payment behavior, and resolve integration issues, using the context of your organization’s setup rather than generic answers. Maia investigates before she answers, remembers your integration’s context from one conversation to the next, and when a question needs a human, she hands it to your Yuno team with the diagnosis already done.

​

Where to find her

Maia is available wherever you already talk to Yuno, and she’s the same Maia everywhere: she knows your organization, your integration, and your history wherever you reach her.

• Chat widget: Write your question in the support chat you already use and include the word “Maia” anywhere in the message. She joins the conversation and picks it up from there.
• Slack: If your team shares a Slack channel with Yuno, tag @Maia (TAM) in your message and she replies in the thread.
• Google Chat: If your team works with Yuno in a shared Google Chat space, write your question there and Maia replies in the space.
• WhatsApp and email: If your team reaches Yuno support through a WhatsApp group or by email, Maia picks up those conversations too and answers in the same thread.

​

What Maia can help with

​

Payment investigation

Ask about a specific payment and Maia traces what happened across the payment flow, the request, the provider’s response, and the resulting status, and explains it in plain terms: why a payment was declined, how a refund progressed, or what a provider’s response code means for you. Maia: The refund was accepted by the provider on Aug 2 at 14:07 UTC and is marked as settled on their side since yesterday. GCash credits can take up to 3 business days to appear in the customer’s wallet, this one is inside that window. If it hasn’t landed by tomorrow, I’ll escalate it with the provider reference already attached. What was sent to the provider, and what it answered. When a provider rejects a payment with a generic error, Maia reads the exact exchange: the request Yuno sent and the provider’s response. From that she tells you which field the provider objected to and what it expects, for example missing browser data on a 3-D Secure payment, a phone number in a format the provider doesn’t accept, or credentials on the connection the provider no longer recognizes. Card data and credentials never leave Yuno’s systems in this process; Maia explains the problem in plain terms instead of pasting payloads. Maia: The issuer rejected the authentication step on all four attempts because the customer’s browser screen height arrived empty: those requests were created without the shopper’s browser data. Nothing was charged. Sending customer_payer.browser_info on every 3DS payment fixes it, and the attempt that succeeded included it. Live status straight from the provider. For most questions, Maia answers from the status Yuno already has stored. When you need the current status straight from the provider, she can check live, for the providers that support a live status check, and always tells you which one you’re seeing: the live provider status, or the latest Yuno has on file. She also distinguishes whether the payment is in sandbox or production. Maia: For this payment’s provider I can check live, as of just now they report it as authorized, in production. Some providers only notify us and don’t answer live status checks; for those I give you the latest status Yuno has stored and say so. This one is live. Fixing a payment stuck in the wrong status. Sometimes the provider finished a payment but Yuno never recorded the outcome, so it stays pending on your side while the customer was already charged. When the provider reports a final status that Yuno doesn’t have, Maia brings Yuno in line with it: the payment moves to the provider’s status and your webhook fires as if the update had arrived on time, so your systems can process the order. She only does this when the provider’s record is final and the amounts match; anything else goes to your Yuno team. Maia: The provider approved this payment on Sep 14 with authorization 247684, but Yuno’s record never moved past pending, so your webhook never fired and the order wasn’t processed. I’ve updated the payment to succeeded to match the provider and re-triggered your webhook. I also found two more payments from last week in the same state; want me to update those too?

​

Integration and documentation questions

Maia answers questions about integrating and operating on Yuno, including API behavior, payment methods, tokenization, 3-D Secure, webhooks, and sandbox testing, grounded in Yuno’s current documentation and aware of how your integration is configured. Maia: Yes, 3DS can be requested per transaction when you create the checkout, so you can enforce it only for the segments you choose. Your routing rules evaluate after authentication, so an enforced 3DS challenge doesn’t change which provider the payment routes to. Given your current setup, enforcing it only on first-time cards would add friction where it pays off most.

​

Webhook and event visibility

Maia checks what Yuno sent you and when: whether a webhook fired for a given payment, what event types your endpoint received, and whether deliveries are being retried, so “we never got the notification” stops being a mystery. Maia: The refund on order 8842 did trigger a notification yesterday at 16:32 UTC and your endpoint acknowledged it. For refunds, the event type to listen for is the refund status update, I can list the exact event types enabled for your account if you want to double-check your handler. Re-sending a webhook. Maia doesn’t only check whether a webhook fired, she can re-send one. If your endpoint missed a notification for a specific payment, she looks up that payment’s delivery attempts, shows you what happened, and re-delivers the one you need to the endpoint you already have configured. No ticket to engineering, no manual replay. Maia: I found 4 delivery attempts for the notification on payment 8842, the most recent, yesterday at 16:32 UTC, timed out on your endpoint. I’ve re-sent it to your configured endpoint just now; you should see it within a minute. If it times out again, that points to the receiver rather than the delivery, and I’ll flag it to your Yuno team with the attempts attached.

​

Performance and pattern analysis

Beyond single transactions, Maia analyzes patterns in your payment activity over the last 3 months: approval rate changes, decline clusters by payment method or provider, and routing behavior, useful both for troubleshooting and for spotting optimization opportunities. Maia: Your approval rate in Peru moved from 89% to 81% this week. The drop concentrates in wallet payments through a single provider — cards are stable, and your traffic mix didn’t change. The pattern points to the provider’s side rather than your integration; want me to escalate it to your Yuno team so they confirm with the provider?

​

Bulk lookups from a file

When the question covers many payments, send Maia the list instead of asking one by one. Share a spreadsheet or CSV with payment IDs or order IDs and she looks them all up, adds the status, provider, and decline details you ask for, and sends the file back. Maia: Done, the file is attached with status and provider for all 3,000 orders. 2,941 succeeded, 47 were declined, and 12 were never found in Yuno, I listed those at the top so your team can check whether they reached the checkout at all.

​

Incident triage

When something breaks, Maia checks the recent activity of your integration, including errors, unusual response patterns, and affected volume, and tells you where the problem sits: on the provider’s side, on Yuno’s side, or in the integration itself, so the fix starts in the right place. If it’s the provider, she says so explicitly and coordinates the escalation accordingly. Maia: The INVALID_CHECKOUT_SESSION errors started at 09:14 UTC and affect only sessions older than 60 minutes, your checkout is reusing expired sessions after a page refresh. Nothing changed on Yuno’s side. Creating a fresh session on refresh clears it; I’ve noted the affected volume in case you want it for your incident report.

​

Finding your Yuno account team

Ask Maia who your Yuno account team is and she tells you, the people assigned to your own organization, by role, such as your Key Account Manager and Technical Account Manager. She only knows your organization’s team, and not every organization has every role assigned, so she tells you what’s on file rather than guessing at a full roster. Maia: Your account team at Yuno: Alex Rivera is your Key Account Manager and Sam Delgado is your Technical Account Manager. If you’d like, I can bring one of them into this conversation.

​

Feature requests that reach your account team

When you ask for something Yuno doesn’t offer yet, or that isn’t enabled for your account, Maia tells you so plainly, suggests what you can use today, and passes the request to your Key Account Manager with the context of what you need and why. You don’t have to repeat it in a separate email. Maia: Automatic delivery to an external SFTP isn’t available today, reports are generated and downloaded from Yuno. You can get the same result with a daily job on the Reports API: create the report, wait until it’s ready, and download it to your server. I’ve also passed your request to your Key Account Manager, so it’s on their radar.

​

How Maia works with your team

Escalation with the work already done. Maia doesn’t replace your Yuno team, she makes it faster. When a question requires human judgment, a production change, or coordination with a provider, she escalates it with a structured summary: what was checked, what was found, and where the issue points. You never repeat yourself, and your team starts from a diagnosis instead of from zero. She follows up, so you don’t have to. Escalated tickets don’t go quiet. Maia keeps watching them: if an escalation sits without movement, she chases it, nudging the right people and keeping you informed of progress. When she escalates a provider outage, she keeps checking the provider and your own traffic; once both show the provider has recovered, she tells you the impact window and whether the payments that failed in it can be retried. She remembers your context. Maia keeps the context of your integration and your past conversations. The second time you talk about the same provider, the same error, or the same project, you don’t start over, she does. In your language. Ask in English, Spanish, Portuguese, or the language your team works in, Maia follows your lead.

​

Data and security

• Scoped to your organization: Everything Maia sees and answers with comes exclusively from your own organization’s data and configuration. Isolation between merchants is enforced at the platform level; it is not something a conversation can change.
• No credentials, ever: Maia never asks for passwords, API keys, or card numbers, and refuses requests to display or handle them.
• Safe actions only: Maia mostly investigates and explains. She takes two actions, both limited to restoring what should already be true: re-sending a webhook to your own configured endpoint when a delivery was missed, and updating a payment’s status to match a final status the provider already reported. Beyond that, she never executes payments, issues refunds, or changes your integration’s configuration.
• A human is always reachable: Any conversation can be escalated to your Yuno team at any point, automatically when Maia judges it necessary, or immediately when you ask.

​

Getting access

If you don’t see Maia in the channel where you talk to Yuno yet, ask your Yuno account team to enable her for your organization. There is no integration work required on your side.