Agent Templates

How it works

Instead of writing instructions from scratch and picking tools by hand, you choose a template that matches your use case — ticket / conversation triage, customer reply assistant, escalation handler, order lookup, refund assistant, knowledge base assistant — and Macha creates a fully configured agent you can chat with immediately.

Templates are helpdesk-aware: the same triage workflow uses connector-native concepts on each platform. The Zendesk version reaches for ticket fields and groups; the Front version uses inboxes, tags, and teammate assignment because Front has no native priority field; the Gorgias version wires in macros. The templates you see are filtered to the connectors you've actually connected.

Why it matters

A template is a starting point, not a lock-in. Once created, the agent is fully independent — you can edit its instructions, swap the model, add or remove connectors, adjust tool access, attach data sources, and set up triggers. It's much easier to refine a working agent than to build one from a blank page.