Macha
Funktionen Macha in Ihrem Helpdesk Kontinuierliche Agenten-Auswertung Chrome-Erweiterung Website Chatbot Mit Sidekick bauen Mit Claude Code und Codex bauen Anwendungsfälle Integrationen Preise Dokumentation API-Referenz Effektive Agenten bauen
Anmelden Kostenlose Testphase starten
Alle Use Cases
Customer Support

Handle Front conversation escalations automatically

When a Front conversation is tagged urgent, Macha gathers the full context, searches your knowledge base for relevant guidance, adds a detailed summary comment, and alerts the team in Slack.

Ensures escalated conversations are handled quickly with complete context, and the right people are notified immediately.

Verwendete Integrationen
Front Front Slack Slack

So funktioniert's

Front
Trigger
Front Custom Webhook

Conversation tagged "urgent"

Macha
Macha
Front Get conversation details

Conversation #8301 — customer reporting a complete service outage, 3 replies, open 4 hours

Macha
Macha
Search knowledge base

Found: "Service Outage Troubleshooting" and "Escalation Procedures"

Macha
Macha
Front Add summary comment

Added internal comment with full context, troubleshooting steps, and escalation history

Macha
Macha
Slack Notify team

Posted escalation alert to #escalations channel

Macha
Macha

Escalation alert posted to Slack:

• Conversation: #8301 — Complete service outage

• Customer: [email protected]

• Open for: 4 hours, 3 customer replies

• Context: Troubleshooting steps from KB added as internal comment

• Action needed: Engineering review recommended

Trigger und Aktionen

Front Trigger

Custom Webhook

Front

Generates a webhook URL you can use in any Front rule's 'Send a webhook' action — full control over which conversations fire.

Front Aktion

Get Conversation

Front

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

Front Aktion

Add Internal Comment

Front

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

Slack Aktion

Send Message

Slack

Send a message to any Slack channel or direct message conversation.

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

Testen Sie diesen
Workflow heute.

In wenigen Minuten eingerichtet. Kein Code, kein Implementierungsteam. Einfach verbinden und loslegen.

Demo ansehen Kostenlose Testphase starten

500 Freikredite · ohne Zeitlimit, ohne Kreditkarte