Macha Concepts

Triggers (Macha)

Definition

In Macha, a trigger is the event that wakes an agent up without anyone typing — a new ticket, a Slack mention, an inbound webhook, or a schedule. Attaching a trigger is what promotes an agent from interactive chat to autonomous mode.

Also known as: agent triggersautomation triggers

Kinds of triggers

Macha supports several trigger types, and an agent can have more than one:

Event triggers — fire on things happening in a connected tool (Zendesk ticket created / comment added / status changed, Freshdesk ticket events, Slack app mentions and DMs, Gorgias and Front conversation events)
Custom webhooks — a unique URL and signing secret you call from any external system Macha has no connector for (GitHub, Linear, an internal tool)
Macha custom triggers — a universal, connector-free webhook you can hit from a script or CI/CD pipeline
Scheduled triggers — recurring cron-style runs on an interval you set

Autonomous mode & safety

Once a trigger is attached, the agent runs on its own when the event fires — and write actions execute immediately, without the confirmation gate that interactive chat has. The recommended flow is always configure → test in chat → attach a trigger, so the first unattended run is one you've already seen behave.

Event triggers can be debounced to batch rapid-fire events (a burst of messages on one ticket) into a single run, and Macha manages the underlying connector webhooks for you — pausing an agent deactivates its triggers rather than deleting the webhooks, so your Zendesk setup keeps working across pause/resume.

Frequently asked

Do triggered agents ask for confirmation before writing?

No. That confirmation gate only exists in interactive chat. A trigger-driven run is autonomous, so write actions execute immediately — which is why you test in chat first.

Can I trigger an agent from a system Macha doesn't have a connector for?

Yes. Use a custom webhook or a Macha custom trigger — both give you a URL you can call from any external service or script.

Triggers docs Explore Triggers

Related terms

Scheduled Agents

A scheduled agent is a Macha agent attached to a scheduled (cron-style) trigger, so it runs itself on a recurring interval — daily digests, periodic audits, routine checks — with no event or human needed to start it..

Autonomous Agent

An autonomous agent is an AI system that pursues a goal on its own — deciding what steps to take, calling tools, and acting on the results — with little or no step-by-step human direction..

Webhook

A webhook is an automated HTTP callback that sends real-time data from one system to another when a specific event happens — for example, a help desk posting ticket details to an external URL the moment a ticket is created or updated..

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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