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What Are Connectors, Tools and Triggers on Macha?
A connector links Macha to an app like Zendesk, Slack or Stripe, tools are the read and write actions that connector gives an agent, and triggers are the events that start it. You pick which tools each agent gets, and a custom tool covers any app without a connector.
Key takeaways
- On Macha, a connector links the platform to an app such as Zendesk, Slack, Stripe or Shopify and exposes that app's tools and, where available, triggers.
- Tools are the read and write actions an agent can take in a connected app, such as Stripe's Get customer, List payments and Refund.
- Triggers are events that start a Macha agent, such as Zendesk's New Ticket and Status Changed or Slack's App Mention and Direct Message.
- Stripe and Shopify connectors supply tools only, with no triggers, so an agent that uses them is started by a help desk trigger or a schedule.
- Macha users choose exactly which tools each agent receives, and a custom tool built from any HTTP API covers an app without a connector.
On Macha, a connector links the platform to an app such as Zendesk, Slack, Stripe or Shopify; tools are the read and write actions that connector lets an agent take (Stripe's include Refund); and triggers are the events that start an agent, such as Zendesk's New Ticket or Slack's App Mention.
| Term | What it is | Example |
|---|---|---|
| Connector | The authorized link between Macha and one app | Zendesk, Slack, Stripe, Shopify, Jira |
| Tool | An action an agent can take in that app, read or write | Stripe: Get customer, List payments, Refund |
| Trigger | An event that starts an agent | Zendesk: New Ticket, Customer Reply, Status Changed |
Watch the overview
What is a connector on Macha?
A connector is how Macha connects to a third-party app: your help desk (Zendesk, Freshdesk, Gorgias, Front, HubSpot or Intercom), plus apps like Slack, Stripe, Shopify, Notion and Jira. Open the Connectors page from the left menu to see them all and connect one.
A connector on its own doesn't do anything. It's the bridge. What you get across that bridge is tools and triggers.
What are tools, and who decides which ones an agent gets?
When you add a connector, it comes with tools: the capabilities you can give an agent so it can take action in that app. Each tool is either a read action (fetch a ticket, search orders, look up a customer) or a write action (post a reply, update a field, issue a refund). You have full control over which tools each agent gets, so you hand an agent exactly the abilities it needs and nothing more. (The read/write distinction matters a lot for safety; see read tools vs. write tools.)
What is a trigger, and which connectors have them?
Many connectors also provide triggers: events that automatically start an agent. Zendesk's include New Ticket, Customer Reply, Status Changed and Ticket Closed, plus a Custom Webhook you attach to any Zendesk trigger to control exactly which tickets fire. Slack's are App Mention and Direct Message. Some connectors, such as Stripe and Shopify, supply tools only, and agents can also run on a schedule. Where tools are what an agent can do, triggers are when it runs. (More in what is a trigger.)
How do connectors, tools and triggers fit together?
So a typical Zendesk support agent uses the Zendesk connector, is given a few tools (read the ticket, update fields, post a reply), and runs on a trigger (New Ticket). Connect, pick tools, set a trigger, and you have an agent that works across your help desk.
And if Macha doesn't have a connector for something you use? You can build your own tools from any HTTP API, and custom API tools are included on every plan. See custom tools.
Frequently asked questions
What is a connector? The link between Macha and a third-party app (Zendesk, Slack, Stripe…). Connecting it unlocks that app's tools and, where the app has them, triggers.
What's the difference between a tool and a trigger? A tool is an action an agent can take; a trigger is an event that starts the agent.
Do I have to give an agent all of a connector's tools? No. You choose exactly which tools each agent gets.
What if there's no connector for my app? Build a custom tool from its API endpoint.
Does every connector have triggers? No. Help desks, Slack, Gmail, Jira and a few others do; Stripe and Shopify provide tools only.
What should you set up first?
Connect your help desk, give your agent the read tools it needs plus one write tool, set a New Ticket trigger, and you've got an agent that acts across your stack.
Connect your stack: add a connector and give your agent the tools it needs. $50 of free usage, no credit card required. Start free.
