Zendesk
Freshdesk
Gorgias
Front
Shopify
Stripe
Slack
Notion
Google Workspace
Confluence
Custom Tools
Definition
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.
How it works
You define the tool once as an org-level resource: the request method (GET/POST/PUT/PATCH/DELETE), the endpoint URL with {{param}} placeholders, authentication (API key, bearer token, or basic auth — credentials are encrypted and never exposed to the model), the parameters the AI should supply, an optional JSON body template, and a response mapping that trims the payload down to what the agent needs.
Each tool is typed Read or Write. Read tools just fetch data; write tools create, update, or delete — and, like connector write tools, pause for confirmation in interactive chat before they run. You then assign the tool to whichever agents need it.
Why it matters
Custom tools are what let an agent act on your stack — an internal CRM, a logistics provider, a niche SaaS — not just the systems Macha ships connectors for. They are the practical expression of agentic AI for the tools your team already uses.
You can build them by hand or describe the API to Sidekick, which discovers endpoints, tests your credentials, and wires the tool up for you.
Frequently asked
Do I need a built-in connector for every tool?
No — that's the point. If a system exposes an HTTP API, you can point a Macha agent at it directly with a custom tool instead of waiting for a native connector.
Are custom tools available on every plan?
Custom tools are a Professional and Enterprise feature, metered by assignment slots — assigning the same tool to 3 agents counts as 3 slots (5 slots on Professional, 20 on Enterprise).
Related terms
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..
Connectors
Connectors are Macha's built-in integrations.
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.
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..
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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