Macha
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Alle Use Cases
Customer Support

Add internal comments with context on Front conversations

When a message is added to a Front conversation, Macha pulls relevant context — contact history, related conversations, and past interactions — and adds a detailed internal comment so the teammate has everything they need.

Gives your team instant context without manual research, speeding up resolution and improving the quality of replies.

Verwendete Integrationen
Front Front

So funktioniert's

Front
Trigger
Front New Message Added

A new message is added to a conversation

Macha
Macha
Front Search contacts

Found contact: Lisa Park ([email protected]) — 7 previous conversations, last contact 2 weeks ago

Macha
Macha
Front Search related conversations

Found 2 related: #4210 (login issue, resolved) and #4087 (password reset, resolved)

Macha
Macha
Front Add internal comment

Added context comment with contact history and related conversation summaries

Macha
Macha

Internal comment added to conversation:

• Contact: Lisa Park — 7 previous conversations, all resolved

• Related: #4210 (login issue, Feb 12) and #4087 (password reset, Jan 28)

• Pattern: Recurring access issues — may need account-level investigation

• Last interaction: Positive sentiment, quick resolution

Trigger und Aktionen

Front Trigger

New Message Added

Front

Fires when an inbound message (customer reply or new message) lands on a conversation.

Front Aktion

Get Conversation

Front

Retrieve full conversation details including the message thread, internal comments, contact, assignee, and tags.

Front Aktion

Search Contacts

Front

Find Front contacts by handle (email, phone, twitter, etc.) or by name.

Front Aktion

Search Conversations

Front

Full-text search across Front conversations — subjects, message bodies, contact details.

Front Aktion

Add Internal Comment

Front

Post a private internal comment on a Front conversation — supports @mentions to notify specific teammates.

Verwandte Use Cases

Auto-reply using knowledge base articles

When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.

Zendesk
Use Case ansehen

Draft ticket responses for agent review

Macha reads the ticket, searches relevant documentation in Notion, and drafts a response for the agent. The agent can edit, approve, or rewrite before sending.

Zendesk Notion
Use Case ansehen

Triage and route tickets by topic

When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.

Zendesk
Use Case ansehen

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