Macha
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Alle Use Cases
Customer Support

Triage and route Front conversations by topic

When a new conversation arrives in Front, Macha reads the content, determines the topic and urgency, applies the right tags, and assigns it to the correct inbox or teammate — all in seconds.

Eliminates manual triage in Front and ensures every conversation reaches the right person from the start, reducing response times.

Verwendete Integrationen
Front Front

So funktioniert's

Front
Trigger
Front Conversation Created

Any new conversation

Kunde

I was charged twice on my last invoice and I need this fixed immediately. This is unacceptable.

Macha
Macha
Front Analyze conversation

Topic: Billing → Duplicate Charge. Priority: Urgent. Sentiment: Frustrated

Macha
Macha
Front Update tags

Tagged: billing, duplicate-charge, urgent

Macha
Macha
Front Assign conversation

Assigned to Billing inbox, added internal comment with classification details

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

Update Tags

Front

Set the tag list on a Front conversation — diffs against current tags and adds/removes as needed.

Front Aktion

Assign Conversation

Front

Assign a Front conversation to a specific teammate, or unassign it.

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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