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Connectors, Tools & Triggers on Macha — Explained
Connectors link Macha to your apps and unlock tools (actions) and triggers (events) for your agents. Here's how connectors, tools, and triggers fit together.
Read Tools vs. Write Tools on Macha (and Why It Matters)
Every Macha tool is either a read tool (safe, fetches info) or a write tool (makes changes). Here's the difference, why it matters for safety, and how to scope each agent.
How to Connect Multiple Accounts of the Same App on Macha
Run two Zendesk or Google Workspace accounts? Macha lets you connect multiple accounts of the same app and gives agents access to either or both — with clearly labeled tools.
Zendesk Tools in Macha — The Ones That Actually Need Explaining
Most Zendesk tools in Macha are obvious, but a few trip people up — especially the three 'get' tools. Here's what Get Ticket, Get Ticket Custom Fields, and Get Ticket Fields each d
How to Build Custom Tools with the AI Tool Builder on Macha
Don't have a connector for an app? The AI Tool Builder turns any API into an agent tool — give it your API key, describe the tool, and it builds and tests it for you.
What Are Knowledge Sources in Macha? (And How to Add Them)
A knowledge source is any content your Macha agent can search and reference. Here's what they are, the ways to add them, and the difference between live and indexed sources.
Knowledge Source vs. Tool — Which Should Your AI Agent Use?
Static content goes in a knowledge source; content that changes should be read live with a tool. Here's how to decide between a knowledge source and a tool for your AI agent.
How to Upload Documents to Your AI Agent's Knowledge Base
Upload PDFs, Word docs, spreadsheets, and CSVs straight into Macha so your agent can reference them. Here's how, plus the file limits and how indexing works.
How to Index a Website or Webpage for Your AI Agent
Give your AI agent your website as knowledge — crawl the whole site (up to 200 pages) or index a single page. Here's how to choose and set it up on Macha.
Zendesk AI vs. an AI Agent Layer: Do You Need Both? (2026)
Zendesk AI is really two products (Copilot + AI Agents). Here's how native Zendesk AI compares to an AI agent layer like Macha — on scope, knowledge, cost — and whether you need bo
Customer Service Automation: A Practical Guide (2026)
What customer service automation is in 2026, what you can actually automate (rules vs AI agents), how to start, real examples, pitfalls to avoid, and where AI agent platforms fit.
The Best AI Help Desk Software in 2026
The best AI help desk software in 2026, compared on AI capability, autonomous resolution, and price — plus how to add an AI layer to the help desk you already use.
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