Comment les équipes utilisent
les agents IA.
Voyez comment les équipes support utilisent des agents IA pour résoudre des tickets, rédiger des réponses et automatiser des workflows.
Auto-resolve order status inquiries
When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.
Handle "where is my order" from Slack
When a team member asks about an order in Slack, Macha pulls up the order details from Shopify and replies in-thread with the full status — tracking, fulfillment, and delivery estimate.
Look up order details mid-conversation
While handling a ticket, your agent asks Macha to pull up order details from Shopify. Macha surfaces the order info right in the conversation so the agent can reference it in their reply.
Notify customers about shipping delays
When a shipping delay is detected in Shopify, Macha proactively creates a Zendesk ticket and sends the customer a personalized update — before they even ask.
Answer product availability questions
When a customer asks whether a product is in stock or available in a specific variant, Macha checks Shopify inventory in real time and replies with current availability.
Handle order cancellation requests
When a customer requests a cancellation, Macha checks the order status in Shopify, verifies if it's eligible, looks up payment details in Stripe, and drafts a response for the agent to review.
Process refund requests automatically
When a customer requests a refund, Macha looks up their payment in Stripe, processes the refund, and replies on the ticket with confirmation — all without agent intervention.
Look up a customer's payment history
When an agent needs to review a customer's billing, Macha pulls their full payment history from Stripe and presents it in a clean summary — amounts, dates, statuses, and payment methods.
Resolve duplicate charge complaints
When a customer reports being charged twice, Macha checks Stripe for duplicate payments, confirms the issue, refunds the extra charge, and replies with a full explanation.
Handle subscription billing questions
When a customer asks about their subscription, Macha pulls billing details from Stripe and relevant plan info from Notion, then presents a summary for the agent to review and respond.
Detect and flag failed payments
When a payment fails in Stripe, Macha immediately alerts the team in Slack with customer details, failure reason, and suggested next steps.
Create customer accounts from support requests
When a support ticket comes in from a new customer who doesn't have a Stripe account yet, Macha creates the customer profile in Stripe and links it to the Zendesk ticket.
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.
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.
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.
Handle ticket reopens with context
When a solved ticket is reopened, Macha pulls the full history — previous conversations, order data, and payment records — and generates a context summary so the responding agent (or Macha itself) can pick up right where things left off.
Summarize long ticket threads
When an agent picks up a ticket with a long conversation history, Macha reads the entire thread and generates a concise summary — key issues, actions taken, and what's still unresolved.
Escalate tickets with full context bundle
When a ticket needs escalation, Macha gathers all relevant context — ticket history, customer orders, payment data — bundles it into a clean summary, escalates the ticket, and posts an alert to the team Slack channel.
Respond to common questions via Slack
When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.
Daily support metrics summary in Slack
Every morning, Macha pulls the previous day's support metrics from Zendesk — tickets created, solved, average response time, CSAT — and posts a clean summary to a Slack channel.
Alert team when VIP customer submits a ticket
When a VIP customer submits a ticket, Macha checks their order history and account value in Shopify, then immediately alerts the team in Slack with full context and priority escalation.
Weekly refund report to Slack
Every Monday, Macha compiles a weekly refund summary from Stripe — total refunds, count, top reasons, and trends — and posts it to the team's Slack channel.
Sync resolved ticket insights to Notion
When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.
Notify team of trending support topics
Macha monitors ticket volume patterns in Zendesk and alerts the team in Slack when a particular topic spikes — potential product issue, outage, or emerging trend.
Answer policy questions from Notion wiki
When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.
Search internal docs to help an agent
When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.
Surface relevant Help Center articles during chat
While an agent is chatting with a customer, Macha proactively searches the Help Center and surfaces the most relevant articles the agent can share or reference in their reply.
Auto-suggest knowledge base articles in Slack
When someone asks a support question in Slack, Macha searches both Zendesk Help Center and Notion documentation to find relevant articles and replies in-thread with links and key takeaways.
Keep knowledge base synced across sources
Macha continuously syncs knowledge from Zendesk Help Center, Notion docs, and Google Docs into a unified knowledge base — so your AI assistant always has the latest information from every source.
Add follow-up note after ticket resolution
After a ticket is resolved, Macha automatically adds a personalized follow-up public reply on the ticket — checking in with the customer and asking for feedback.
Draft ticket replies using Google Docs context
When a ticket needs a detailed response, Macha reads the conversation, searches relevant Google Docs and Notion pages for context, and drafts an accurate reply — pulling from your internal documentation.
Route Slack questions to the right channel
When someone asks a question in the wrong Slack channel, Macha identifies the right channel based on the topic, suggests the redirect, and optionally cross-posts the question.
Relay urgent tickets to Slack
When a ticket is marked as urgent in Zendesk, Macha immediately posts a notification to the designated Slack channel with ticket details, customer info, and a direct link.
Handle account update requests
When a customer requests an account update — email change, name update, or address correction — Macha verifies the request, makes the update in Stripe, and confirms on the ticket.
Guide new customers through setup via Slack
When a new customer joins a shared Slack channel, Macha walks them through onboarding — pulling setup guides from Notion, sharing relevant Google Docs, and answering questions along the way.
Collect customer feedback post-resolution
After a ticket is resolved, Macha automatically sends a personalized follow-up reply on the ticket asking for feedback and logs the activity.
Auto-resolve ticket inquiries via Freshdesk
When a new Freshdesk ticket comes in, Macha reads the customer's message, searches your knowledge base and help articles for the best answer, and replies with a clear resolution — no agent needed.
Triage and route Freshdesk tickets by topic
When a new ticket arrives in Freshdesk, Macha reads the content, determines the topic and urgency, assigns the appropriate priority level, and routes it to the correct agent group — all in seconds.
Add internal notes with context on Freshdesk tickets
When a Freshdesk ticket is updated, Macha pulls relevant context — customer history, related tickets, and past interactions — and adds a detailed internal note so the agent has everything they need.
Handle Freshdesk ticket escalations automatically
When a Freshdesk ticket priority changes to urgent, Macha gathers the full ticket context, searches knowledge base articles for relevant information, adds a detailed summary note, and notifies the team in Slack.
Reply to Freshdesk tickets using knowledge base articles
When a customer submits a question on Freshdesk, Macha searches your Freshdesk knowledge base articles for the most relevant content and drafts a helpful public reply with step-by-step instructions.
Auto-resolve ticket inquiries via Gorgias
When a new Gorgias ticket comes in, Macha reads the shopper's message, searches your help center and macros for the best answer, and replies with a clear resolution — no agent needed.
Triage and route Gorgias tickets by topic
When a new ticket arrives in Gorgias, Macha reads the content, determines the topic and urgency, sets the priority, applies tags, and routes it to the right team — all in seconds.
Add internal notes with context on Gorgias tickets
When a Gorgias ticket is updated, Macha pulls relevant context — customer history, related tickets, and past orders — and adds a detailed internal note so the agent has everything they need.
Handle Gorgias ticket escalations automatically
When a Gorgias ticket's priority changes to urgent, Macha gathers the full ticket context, searches your macros and help center for relevant guidance, adds a detailed summary note, and alerts the team in Slack.
Reply to Gorgias tickets using macros & knowledge
When a shopper submits a question on Gorgias, Macha searches your macros and help center for the most relevant content and drafts a helpful public reply with clear, step-by-step instructions.
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.
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.
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.
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.
Reply to Front conversations using knowledge base
When a customer asks a question in Front, Macha searches your knowledge base for the most relevant content and drafts a helpful public reply with clear, step-by-step instructions.
Generate weekly support reports as spreadsheets
On a schedule or when requested, Macha pulls ticket data from Zendesk for the past week, compiles key metrics — volume, resolution times, CSAT, top topics — and generates an Excel spreadsheet with the full report.
Search internal docs to resolve tickets
When a support ticket comes in, Macha searches your Confluence knowledge base for relevant documentation, finds the right troubleshooting steps, and adds the context as an internal note on the ticket — so your agents have the answer ready before they even open it.
Auto-document resolved issues as runbooks
After a ticket is resolved, Macha reviews the full conversation, extracts the problem and solution, and creates a Confluence page documenting it as a runbook — building your knowledge base automatically.
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