AI Agents

10 min read· Jul 23, 2026

How to Draft Front Replies with AI (From Your Knowledge Base)

A practical how-to for drafting Front replies from your knowledge base: Copilot and AI Compose, connecting knowledge sources, respecting message templates and brand tone, and where

10 min read· Jul 23, 2026

Automating Shopify Refunds Safely With AI (With a Confirmation Step)

How to automate Shopify refunds with an AI agent that issues create_refund only behind a confirmation step — eligibility checks, guardrails, audit trail, and when not to.

9 min read· Jul 23, 2026

How to Auto-Assign & Route Front Conversations with AI (2026)

How Front round robin and load balancing assignment work, where rule-based routing stops, and how an AI agent layer routes conversations by intent, language, VIP, and skill on top

11 min read· Jul 23, 2026

How to Add an AI Chat Agent to Front Chat (2026)

Add a resolving AI agent to the Front Chat widget — not just a deflection bot. How native Front Autopilot handles chat, where a dedicated AI agent layer resolves more, and how hand

9 min read· Jul 22, 2026

Working With Zendesk Custom Fields in AI Agents (Labels, Not Raw IDs)

Zendesk tickets return custom fields as raw numeric IDs. Here's how Macha's Get Ticket Custom Fields tool resolves them to labels so your AI agents can actually use them.

11 min read· Jul 22, 2026

Reading Image Attachments on Zendesk Tickets with AI Vision

Macha agents read image attachments on Zendesk tickets with AI vision — describe screenshots, read text, identify products, parse receipts. How it works, and when not to use it.

12 min read· Jul 22, 2026

Auto-Categorise Zendesk Tickets by Type with AI (Problem / Incident / Question / Task)

Use AI to automatically set a Zendesk ticket's type — problem, incident, question, or task — at creation, with Macha's Update Ticket Type tool. Real setup walkthrough inside.

11 min read· Jul 22, 2026

12 Things You Can Automate in Zendesk With an AI Agent

A practical roundup of 12 Zendesk workflows you can hand to an AI agent — order status, triage, refunds, summaries, escalations and more, with real examples.

9 min read· Jul 22, 2026

Introducing the AI Agent Builder: Describe It, and Macha Builds It

Describe the support agent you want in plain English and Macha builds it — instructions, tools, triggers, sub-agents, and model. Launching on all plans.

14 min read· Jul 21, 2026

The Macha AI Agent Builder: Build a Support Agent Just by Describing It

Describe a support agent in plain English and Macha's AI Agent Builder configures the instructions, tools, triggers, sub-agents, and model for you. Full walkthrough.

15 min read· Jul 21, 2026

Zendesk AI Agent Integration: Everything Your Macha Agent Can Do

Connect an AI agent to Zendesk via OAuth — every ticket action, image vision, custom fields, routing, triggers, and loop-safety. The full Macha × Zendesk reference.

9 min read· Jul 20, 2026

Agent Evaluation: Grade How Your AI Agents Actually Performed

Macha Agent Evaluation runs an AI judge over your agents' past conversations and scores whether they followed instructions — a Yes/Partially/No verdict and a one-line reason per co