Shopify
Stripe
Slack
Notion
Google Workspace
Confluence
All articles
1341 articles
Back to blog home
How Do You Design a Knowledge Base for an AI Support Agent So It Answers Correctly?
How to design the knowledge sources behind an AI support agent so it answers correctly: scoping, single-source-of-truth content, chunking, and freshness.
How Does a Macha Changelog Entry Become a Live Support Agent?
Read Macha's AI support automation changelog — a behind-the-scenes look at how real, dated weekly releases (Feb–Jun 2026) become live agents in your helpdesk.
How Do You Keep AI Support Agents Safe? Scopes, Confirmations and Guardrails
How to keep AI support agents safe: per-tool read/write scopes, confirmation gates, interactive vs autonomous limits, advisory cards, reversible actions and audit trails.
How Does AI Ticket Triage Work? The 5 Stages Under the Hood
A clear, no-hype look at how AI ticket triage actually works — the trigger, the read, intent and priority classification, routing actions, and the confidence handoff.
How Do You Add AI to Your Existing Helpdesk Without Replacing It?
Add AI agents to the helpdesk you already run (Zendesk, Freshdesk, Gorgias, Front) without a migration. How an AI layer beats rip-and-replace, and where it doesn't.
Build vs Buy AI Agents: Should You Build or Connect Your Own APIs? (2026)
Build vs buy is the wrong question for AI agents. The real fork is integration: here's how to connect your own REST APIs to an agent without months of engineering.
What Is Multi-Agent Customer Support, and When Do Sub-Agents Beat One Agent?
When does support need a team of specialist sub-agents instead of one agent? A practical guide to multi-agent systems built on top of your helpdesk.
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 Do Macha Top-Ups Work? Extra Tickets Without Changing Your Plan
Macha credit top-up packs let you buy extra credits on top of your monthly allowance — no plan change. Top-ups never expire and spend after your monthly credits.
Can You Restore a Deleted Macha Agent? The 30-Day Trash Explained
Deleting a Macha agent is now reversible. It moves to a 30-day Trash with one-click restore — triggers, instructions, sub-agent links and tool config come back intact.
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.
Page 42 of 112