Shopify
Stripe
Slack
Notion
Google Workspace
Confluence
AI Action Credits
Definition
Credits are the unit Macha's dashboard uses to meter usage behind your monthly ticket allowance. You buy and are billed in tickets: one ticket is one charge, whichever model the agent runs and however many messages or tool calls it takes.
How it works
Macha bills per ticket. A ticket is one conversation with one person: an email ticket, a live chat and a Copilot chat each count once, however many replies go back and forth. Inside the dashboard that usage is tracked as a credit balance, which is what the Usage card in Settings shows.
The model an agent runs on does not change the charge, and neither do tool calls, look-ups or the length of the conversation. Pick each agent's model for quality and speed on its job, not to save money. Your organization has one shared allowance, and admins get email alerts at 50%, 80% and 90% usage.
Why it's priced this way
Macha is an automation platform: an agent might triage, tag, route, draft, look up an order or resolve a ticket end to end. Outcomes vary too much to bill per "resolution", and billing per message or per AI action would make a chatty customer cost more. Charging per ticket keeps the price predictable, at about $0.40 a ticket on every plan.
Each plan is a monthly ticket allowance, from 750 to 10,000 tickets, quoted above that. There are no overages: when the month's tickets run out, agents pause until the allowance resets, you move up a step or you add a top-up. Studies and manual agent evaluations draw from the same balance; Sidekick and the one-time welcome chat don't.
Frequently asked
Do I pay per resolution or per deflection?
No. You pay per ticket, whatever the outcome. Macha bills for the ticket it handled, not for whether that ticket was deflected or resolved.
Does using more tools in one turn cost more?
No. An agent can make as many tool calls as the ticket needs and it is still one ticket and one charge.
Does a more capable model cost more per ticket?
No. A ticket costs the same whichever model handles it, so you choose the model for quality and speed.
Related terms
Connectors
Connectors are Macha's built-in integrations.
AI Resolution
AI resolution is when a Macha agent actually resolves a request — reading data, taking an action through its tools, and closing the loop — rather than just answering a question.
Deflection vs Resolution
Deflection vs resolution is the distinction between preventing a ticket from reaching a human (deflection) and actually solving the customer's problem (resolution) — two outcomes that are easy to confuse but measure very different things..
Scheduled Agents
A scheduled agent is a Macha agent attached to a scheduled (cron-style) trigger, so it runs itself on a recurring cron schedule — daily digests, periodic audits, routine checks — with no event or human needed to start it..
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.
Start Trial