Shopify
Stripe
Slack
Notion
Google Workspace
Confluence
AI Agents
365 articles in AI Agents
Back to blog home
Autonomous vs Interactive AI Agents: Which Mode Should Each Support Task Run In?
Autonomous and interactive aren't two kinds of AI agent — they're two modes of the same agent. A practical framework for when each one wins, with real examples.
What Are AI Agents for Customer Support, and How Do They Differ From Chatbots?
AI agents resolve and act; chatbots mostly chat. What AI agents for customer support actually are, how they differ from chatbots, and where each one fits.
How Does Macha's Agent Evaluation Grade AI Agents? An AI Judge, Tested on 18 Conversations
Macha's Agent Evaluation runs an AI judge over your agents' past conversations — a percent-followed score plus a one-line reason for every call. A real run inside.
What Is Macha Studies? Bulk AI Analysis of Up to 20,000 Support Tickets per Run
Studies runs a structured AI analysis across thousands of Zendesk tickets at once — typed columns, a cost estimate before you run, a charted report, and results you can push back t
What Are Sub-Agents? How to Build a Team of Specialist AI Agents in Macha
Macha sub-agents let one AI agent delegate to specialists — each with its own tools, model and knowledge. Build a multi-agent support team that triages, looks up orders, and escala
What Is Macha's AI Tool Builder? Connect Any REST API to Your Agents by Chatting
Macha's AI Tool Builder connects any REST API to your agents from a chat — describe the API, paste credentials, and it discovers endpoints, tests them, and builds tools.
How Do You Draft Ticket Replies From Google Docs With an AI Agent?
Let a Macha agent read the ticket, pull the right Google Doc (and Notion page), and draft an accurate reply as an internal note your agents approve before it sends.
What Is a Human-in-the-Loop AI Agent? Tool Calls, Confirmations and Attachments in Chat
How human-in-the-loop AI agents work: the HITL pattern taxonomy, HITL vs HOTL oversight, and Macha's chat where you approve every write action before it runs.
How Do You Run an AI Agent the Moment a Zendesk Ticket Changes? Webhook Triggers Explained
Fire an AI agent the instant a ticket is created, replied to, or escalated. How Macha's trigger system turns webhook events into autonomous agent runs — with debounce, signing secr
Does Freshdesk Have Approval Workflows? Native Limits vs AI Orchestration (2026)
Where Freshdesk's native approval workflow stops — single-level, knowledge-base only, Enterprise-gated — and how an AI agent layer orchestrates multi-step ticket approvals on top o
How Do You Automate Freshdesk Workflows with AI? 7 Playbooks (2026)
Seven concrete AI workflow playbooks for Freshdesk, mapped to real ticket types: where native automation rules and Freddy help, where an AI agent layer takes over, and what each costs.
How Do You Add an Email AI Agent to Freshdesk?
Set up autonomous email-channel resolution on Freshdesk tickets: what Freddy's native Email AI Agent does, how sessions and handoff rules work, and where a dedicated AI agent layer
Page 17 of 31