Documentation

What is Macha

Macha is an AI copilot that connects to the tools your team already uses — Zendesk, Freshdesk, Gorgias, Front, Shopify, Slack, and more — and gives you AI agents that read data, draft replies, and take action with your approval.

Sidekick

Sidekick is the AI helper built into the Macha dashboard. Ask it to build an agent from a description, wire up a custom API tool, list which connectors broke this week, or answer any question about how Macha works — without leaving the page.

Getting Started

Create your account, walk through onboarding, connect your first integration, and set up your workspace in minutes.

Agents

Create AI agents manually or with the AI builder. Configure instructions, choose models, assign tools, and connect knowledge sources.

Agent Templates

Browse pre-built agent configurations for common workflows like ticket triage, customer replies, and escalation handling.

Sub-Agents

Let agents delegate tasks to specialist agents. Build multi-agent workflows with automatic routing and hierarchical delegation.

Connectors

Connect your tools — Zendesk, Freshdesk, Shopify, Stripe, Slack, Google Workspace, Notion, and more. Each connector gives your agents read and write access to external services.

Data Sources

Give your agents knowledge by uploading documents, crawling websites, or connecting live data from Google Docs, Notion, and Confluence.

Triggers

Run agents automatically in response to events — new tickets, Slack messages, custom webhooks, or recurring schedules.

Custom Tools

Connect any HTTP API as a tool for your agents. Build tools manually or let the AI Tool Builder configure them from a conversation.

Studies - AI Analysis

Run an AI analysis across thousands of records — Zendesk tickets, support history, and more. Define the columns you want, get a structured results grid, export to CSV, or push back as a knowledge source.

Agent Evaluation

Evaluate how your agents actually performed on past conversations. An AI judge runs a checklist over every chat, trigger run, and sub-agent handoff and gives you a percentage-followed score, per-conversation verdicts, and a one-line reason for each call.

Chat

Chat with your AI agents, attach files, view tool calls in real time, confirm write operations, and manage conversations.

Zendesk Setup & Best Practices

Pick the right trigger for your Zendesk workflow, set up custom Zendesk webhooks, avoid infinite loops on tickets, and understand the Zendesk tools that need explaining.

Team

Invite team members, assign admin or member roles, and collaborate across your organization.

Billing

Manage your subscription, monitor credit usage, configure alerts, and handle payments.

Settings

Configure your profile, organization details, privacy preferences, and data management options.

API Keys

Generate, scope, and rotate API keys for the Macha REST API. Covers scopes, rate limits, the Authorization header, and security hygiene for production use.

API Reference

Full REST API reference — endpoints, request bodies, query parameters, response shapes, and cURL examples for every resource.