Macha Concepts

Agent Orchestration

Definition

Agent orchestration is coordinating multiple Macha agents — and the tools each can call — so a complex request is broken into the right steps. A parent agent routes work to specialist sub-agents and combines their results into one reply.

Also known as: multi-agent orchestrationagent coordination

How it works

A parent (routing) agent reads an incoming request and decides how to handle it. For work outside its own remit it delegates to a sub-agent — one for billing, one for shipping, one for technical — each with its own instructions, model, connectors, and knowledge. The parent passes a task, receives the sub-agent's result, and folds it into a unified response. A refund flow, for instance, might check the order in Shopify, issue the refund in Stripe, and update the Zendesk ticket, each step owned by a specialist.

Orchestration isn't only about agents — a single agent also orchestrates its own tools, choosing which of its 8–20 enabled tools to call and in what order to satisfy a request.

Why it matters

Orchestration is how Macha keeps complex support and ops flows accurate as they scale. Instead of one bloated prompt trying to cover everything, each concern is owned by a focused agent that's easy to test and tune, and a coordinator stitches them together — with a 3-level depth limit and cycle protection keeping the hierarchy safe.

Frequently asked

Is orchestration the same as sub-agents?

Sub-agents are the building block; orchestration is the pattern. A parent agent orchestrates by deciding which sub-agent handles which part of a request and combining the results.

Does the customer see the coordination?

No. Delegation happens behind the scenes — the customer chats with one agent and gets one unified reply, even though several agents and tools may have contributed.

Sub-Agents docs Build agents in Macha

Related terms

Sub-Agents

In Macha, a sub-agent is an agent that a parent agent can delegate to.

Multi-Agent System

A multi-agent system is a setup where several specialized AI agents work together — each handling a specific task or domain — coordinated so they can solve problems that a single agent would handle less reliably..

AI Agent Builder

The AI Agent Builder is Macha's Build-with-AI flow: describe the agent you want in plain language and it configures the name, instructions, tools, triggers, and even sub-agents based on the integrations you've connected..

Agentic AI

Agentic AI is AI that doesn't just answer questions but takes actions — it plans multi-step tasks, calls tools and APIs, and works toward a goal end to end with little or no human intervention..

Put these ideas to work

Macha is an AI agent layer that sits on top of the help desk you already run — Zendesk, Freshdesk, Front, Intercom, or Gorgias.

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