Macha
Features Macha on your help desk Continuous Agent Evaluation Chrome Extension Website Chatbot Build with Sidekick Build with Claude Code & Codex Use Cases Integrations Pricing Documentation API Reference Building Effective Agents
Log in Start free trial
Chrome Web Store

A copilot inside every Front conversation.

Macha AI docks into a side panel next to your Front conversations. Draft replies, translate messages, look things up, and act on the conversation, without leaving the agent workspace.

Add to Chrome Start free trial
Front — Agent workspace app.frontapp.com

Conversation #4821 · Open · Priority: Normal

Where is my order? #20831

Antonio R. · 14 minutes ago

Ciao, ho ordinato la settimana scorsa e non ho ancora ricevuto nulla. Numero d'ordine 20831. Puoi aiutarmi?

Macha AI · side panel ×
Where is my order? #20831

Translate this and draft a reply with the order status

Translation

"Hi, I ordered last week and still haven't received anything. Order number 20831. Can you help?"

Suggested reply

EN: "Hey Antonio! Yes, sure, happy to help. Your order 20831 shipped on July 12 with tracking 784219 032 811 and is out for delivery today. It should arrive by 6pm. Let me know if you don't see it by then and I'll chase the courier right away."

IT: "Ciao Antonio! Certo, con piacere. Il tuo ordine 20831 è stato spedito il 12 luglio con tracciamento 784219 032 811 e sarà consegnato oggi. Dovrebbe arrivare entro le 18:00. Se non lo vedi entro quell'ora, fammelo sapere e contatto subito il corriere."

Completed in 4.2s ·
2 tools used
Post to conversation Copy
Ask anything about this conversation… ↑
Front

Front conversation #4821

Opened 14 minutes ago

Subject

Where is my order? #20831

Tags

shipping italian

Customer

Antonio R. · 3 previous conversations

Context loaded from Front

It reads the conversation before you type.

  • The whole thread, not just the last message

    Every message on the conversation, in order, including internal notes — so the reply picks up where the conversation actually left off.

  • Customer and conversation fields

    Requester, tags, status, priority and custom fields come across with the conversation, so the answer already knows who it is talking to.

  • Your Knowledge Base, searched automatically

    Answers are grounded in your own Knowledge Base articles and past resolved conversations — not in whatever the model happens to remember.

Draft, translate, look things up.

  • Replies in your voice

    Drafts follow your tone and your macros. Edit anything before it posts — nothing reaches the customer without you.

  • Any language, both directions

    Read an inbound message in your own language and answer in the customer's, on the same conversation, without a second tool.

  • Real lookups, not guesses

    Order status, subscription state, account history — pulled live from your connected tools while you stay on the conversation.

S

Suggested reply

Grounded in your Knowledge Base

Hi Antonio, thanks for waiting. Your order 20831 shipped on 12 July and is out for delivery today — it should arrive by 6pm. If it hasn't landed by then, reply here and I'll chase the courier straight away.

Status: Pending Tag: shipping
Post reply Discard

How the Front copilot works

Front conversation #4821

Where is my order? #20831

Antonio R. · 14 minutes ago

1

Reads the conversation

Open any Front conversation and the side panel picks up the thread, the customer and the fields — no copy-paste.

Front
Shopify
Macha Tools for the AI
2

Uses your tools

Your agents can search your Knowledge Base and call the tools you have connected, so the answer is based on live data.

Post reply to the conversation
Add an internal note
Update tags and status
3

Acts on the conversation

Post the reply, add an internal note, set tags and status — from the panel, without switching tabs.

Install it in under a minute.

It is a Chrome extension, so there is nothing to deploy inside Front and no admin approval to wait on. Install it, sign in, and it appears the next time you open a conversation.

Add to Chrome
1

Add to Chrome

Install Macha AI from the Chrome Web Store. Works in Chrome and any Chromium browser — Edge, Brave, Arc.

2

Pin the extension

Pin it to your toolbar so the side panel is one click away from any Front conversation.

3

Sign in to Macha

Sign in with your Macha account. Your agents, Knowledge Base and connected tools come with you.

4

Open a conversation

Open any conversation in Front and the panel picks up the context on its own. That is the whole setup.

What agents do inside Front.

The copilot answers on the conversation in front of you. The same agents can also run on their own — here is what teams put them to work on in Front.

Auto-resolve conversation inquiries via Front

When a new conversation lands in a Front inbox, Macha reads the customer's message, searches your knowledge base for the best answer, and replies with a clear resolution — no teammate needed. Handles common questions end-to-end in Front, freeing your team to focus on the complex conversations that require a human.

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.

Add internal comments with context on Front conversations

When a message is added to a Front conversation, Macha pulls relevant context — contact history, related conversations, and past interactions — and adds a detailed internal comment so the teammate has everything they need. Gives your team instant context without manual research, speeding up resolution and improving the quality of replies.

Handle Front conversation escalations automatically

When a Front conversation is tagged urgent, Macha gathers the full context, searches your knowledge base for relevant guidance, adds a detailed summary comment, and alerts the team in Slack. Ensures escalated conversations are handled quickly with complete context, and the right people are notified immediately.
See all use cases

Questions about the Front copilot.

Short answers. If something is missing, ask us — we will tell you straight.

No. The panel reads whatever is open in front of you: the full conversation, its comments, the contact and the assignee. The wording differs, the behaviour does not.
Yes. Internal comments carry the context that explains a thread, so the panel reads them and uses them when drafting — while never quoting them back to the customer.
Yes. It works on the conversation you have open, whoever it is assigned to, so a teammate picking up a handover gets the same context you had.
Yes. Send the draft to the conversation and edit it in Front before it goes, or copy it out if you would rather paste it somewhere else.
Yes. Connect Front and your Knowledge Base becomes a source your agents search before drafting, so answers match what your help centre already says.

Not on Front?

The same copilot works on the other help desks — and on any other page in your browser.

Zendesk Freshdesk Gorgias Chrome extension
Zendesk
5.0 on Zendesk Marketplace

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

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

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

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

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

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

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

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

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

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

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

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

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.

Get a demo Start free trial

500 free credits · no time limit, no credit card