Shopify
Stripe
Notion
Google Workspace
Confluence
Grade every conversation, not just the obvious ones.
Every conversation your agent handles is graded against its own instructions. See exactly which rule was followed and which one slipped, the moment it slips.
The agent pulled the ticket, checked the customer's order history, and matched the refund window before replying.
Always confirm the customer's order details before quoting policy.
It offered a refund without asking the reason for return, which the instructions require.
Before approving a refund, ask the customer for the reason for return.
Ticket 8421 · refund reply
Yes · followed refund policy check
Ticket 8420 · shipping question
Partially · skipped tracking link
Ticket 8419 · return request
Yes · asked reason for return
Ticket 8418 · escalation
No · missed handoff step
Grade every conversation.
-
Yes / Partially / No
A clear verdict on every conversation with a written rationale.
-
Free with every plan
Continuous evaluation runs on every conversation, at no extra cost to you.
-
Graded against the right version
Judged against the instructions that were live when the conversation happened, not what you've since edited.
The judge quotes the exact rule.
-
Verbatim citations
When a rule is cited, it's quoted directly from your instructions. No paraphrasing.
-
Followed, not-followed, ambiguous
Every rule the judge references is tagged so you can see at a glance what stuck and what slipped.
-
Read it like a review, not a rating
Rule + reasoning together, so a reviewer knows exactly why a call was right or wrong.
Why · @wismoAgent · ticket 8421
Read the ticket, then went straight to the Shopify order lookup as instructed.
For every shipping question, look up the order before replying.
Included the tracking link and the delivery window in the same message.
Share the tracking URL and the estimated delivery window in the same reply.
The one slip: left the ticket status open when a pending status would have been more accurate.
If the customer is still awaiting delivery, set the ticket to pending before replying.
Watch adherence over time.
Every graded conversation contributes to a rolling adherence score. When it moves, you know exactly which rule started slipping.
Adherence score
86%
Last 30 days
@refundAgentTop failing rule · 22 conversations
Before approving a refund, ask the customer for the reason for return.
Started slipping on July 2. Reverting the model on the sample set restored it within a day.
Extend it with a coding agent.
Continuous evaluation is a live signal you can wire into whatever comes after. A nightly summary. A Slack ping when adherence drops. A weekly report for your team.
Hand your Macha API key to Claude Code or Codex and it can read the shape of your evaluations and build the workflow you have in mind, without you writing the plumbing.
Build with Claude Code & Codex
#support-quality
Macha evals bot · 9:00 AM
Weekly adherence for @refundAgent
Yes
312
Partially
48
No
11
Top slip: "ask reason for return", 22 conversations.
How every grade lands
Conversation
@refundAgent
Called get_ticket, checked order history, sent reply.
Conversation completes
Chat, autonomous, embed, or hand-off. The moment the run finishes, the grade fires in the background.
Judge grades it
The judge reads the full trace and quotes the exact rule that was followed and the exact one that slipped.
Watch adherence move
A rolling score, the top failing rule, and drift alerts. Everything queryable, everything exportable.
Questions about evaluation.
Everything you need to know about grading every conversation your agent handles.
Loved by support teams worldwide
See what support teams are saying about Macha AI.
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Ready to supercharge your team with AI?
Get started in minutes. Connect your tools, configure your agents, and let AI handle the rest.
500 free credits · no time limit, no credit card