Macha Concepts

AI Resolution

Definition

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. Because outcomes vary, Macha meters the work in credits, not per resolution.

Also known as: AI-resolved ticketautomated resolution

How it works

A knowledge-only bot answers; a Macha agent can do. Given the right tools, an agent looks up the live order in Shopify, verifies refund eligibility from Stripe, issues the refund, updates the custom fields, and posts the public reply in the help desk — the whole ticket handled, not just a canned response. Custom tools extend this to your own APIs, so almost any system becomes something the agent can resolve against.

Customer-facing writes still respect the confirmation gate in interactive chat, so "resolution" doesn't mean "unsupervised" unless the agent is running autonomously off a trigger.

Resolution vs deflection vs automation

These are different things, and Macha is honest about it. Deflection keeps a ticket from reaching a human; resolution closes the underlying request; automation is any AI action taken on the workflow. Macha is an automation and orchestration platform — outcomes depend on your setup — which is why pricing is credits per AI action, not a per-resolution fee.

Frequently asked

Is a resolution the same as a deflection?

No. Deflection means a human didn't have to touch the ticket; resolution means the customer's request was actually closed out. An agent can do either or both depending on how it's configured.

Do I pay per resolution?

No. Macha charges credits per completed AI response. Since outcomes vary across automation, deflection, and full resolution, billing is tied to the AI action, not the result.

Pricing Agents docs

Related terms

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..

AI Action Credits

Credits are Macha's usage currency: one deduction per complete AI response an agent produces, priced by the model that agent runs.

Custom Tools

In Macha, a custom tool lets an AI agent call any HTTP API endpoint you configure — so an agent can read live data or take an action in a system Macha doesn't have a built-in connector for, without waiting for a marketplace app..

AI Ticket Automation

AI ticket automation is the use of AI to handle support tickets automatically — classifying, tagging, routing, drafting replies, or fully resolving them — reducing the manual work agents do on each ticket..

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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