Zendesk
Freshdesk
Gorgias
Front
Shopify
Stripe
Slack
Notion
Google Workspace
Confluence
Connectors
Definition
Connectors are Macha's built-in integrations. When you connect a tool your team already uses — Zendesk, Freshdesk, Gorgias, Front, Shopify, Stripe, Slack, Confluence, Notion, Google Workspace, and more — Macha turns it into a set of tools your agents can use.
How it works
Each connector exposes a specific tool surface, and every tool is either a read tool (fetches data — safe) or a write tool (mutates external state — like posting a public reply or updating a ticket). You control which tools each agent gets, so a support agent can have full Zendesk access while a reporting agent is restricted to read-only.
Write tools pause for confirmation in interactive chat; in autonomous mode they execute immediately. Admins can also disable a tool at the connector level to ringfence it across every agent in the org — the platform then refuses to run it at runtime, not just visually.
Connectors vs data sources
Connectors give an agent actions (do something in an external system); data sources give an agent context (knowledge to read). A single agent typically has 8–20 tools active across several connectors, and the model decides which to call.
Macha connects the help desks and tools you already run — it is not a help-desk replacement. You can also connect multiple instances of the same connector (e.g. production and sandbox Zendesk); Macha disambiguates the tool names automatically.
Frequently asked
Does a connector do anything on its own?
No. A connector is inert until you assign it to an agent and enable specific tools. Connecting an integration just makes its tools available to wire up.
How do I stop an agent from taking a risky action?
Enable only read tools, rely on the confirmation gate that pauses write tools in chat, or disable the tool at the connector level so no agent in the org can call it.
Related terms
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..
Data Sources
Data sources (also called knowledge sources) are the knowledge an agent reads from — uploaded documents, indexed websites, and live content from connected apps like Google Docs, Notion, and Confluence.
Tool Use
Tool use is the ability of an AI model to invoke external functions, APIs, or systems — like looking up an order or issuing a refund — instead of only generating text, so it can act on real data rather than just describe it..
Human Handoff
Human handoff is Macha's principle of keeping a person in the loop on anything customer-facing — most concretely through confirmation gates that pause an agent before any write action in interactive chat, and escalation patterns that route hard cases to your team..
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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