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Alle Use Cases
Knowledge Management

Reply to Front conversations using knowledge base

When a customer asks a question in Front, Macha searches your knowledge base for the most relevant content and drafts a helpful public reply with clear, step-by-step instructions.

Turns your existing knowledge base into an automated first responder, deflecting common questions while keeping replies helpful and accurate.

Verwendete Integrationen
Front Front

So funktioniert's

Front
Trigger
Front Conversation Created

Customer asks a question matching knowledge base

Kunde

How do I set up SSO with my identity provider? We use Okta and need to configure SAML.

Macha
Macha
Search knowledge base

Found: "Setting Up SAML SSO with Okta" — 96% match

Macha
Macha

Great question! Here's how to set up SAML SSO with Okta:

1. In your admin panel, go to Settings → Security → SSO Configuration

2. Select "SAML 2.0" as the authentication method

3. Copy the Entity ID and ACS URL into your Okta app settings

4. Upload the metadata XML from Okta back into the SSO settings

5. Enable SSO and test with a sample login

Full guide: [Setting Up SAML SSO with Okta]

Let me know if you run into any issues during setup!

Macha
Macha
Front Update status

Status → Snoozed, tagged: kb-article-sent, sso-setup

Trigger und Aktionen

Front Trigger

Conversation Created

Front

Fires when a new conversation lands in Front.

Front Aktion

Get Conversation

Front

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

Front Aktion

Add Public Reply

Front

Send a public reply on a Front conversation via its channel — email, chat, SMS, etc.

Front Aktion

Update Status

Front

Change a Front conversation's status — archive (close), reopen, or move to trash.

Verwandte Use Cases

Respond to common questions via Slack

When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.

Slack Notion
Use Case ansehen

Sync resolved ticket insights to Notion

When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.

Zendesk Notion
Use Case ansehen

Answer policy questions from Notion wiki

When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.

Zendesk Notion
Use Case ansehen

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