Freshdesk
Gorgias
Front
Shopify
Stripe
Google Workspace
Confluence
Surface relevant Help Center articles during chat
While an agent is chatting with a customer, Macha proactively searches the Help Center and surfaces the most relevant articles the agent can share or reference in their reply.
Puts the right knowledge at the agent's fingertips, right when they need it.
仕組み
Ticket Updated
Agent is responding to a ticket
I'm looking at ticket #8301 — the customer wants to know how to set up two-factor authentication. Any relevant articles?
Search Help Center
Found 2 matching articles
Here are the most relevant Help Center articles:
1. **"Setting Up Two-Factor Authentication"** (98% match)
Covers setup steps for SMS and authenticator app methods.
2. **"Account Security Best Practices"** (82% match)
Includes 2FA plus password requirements and session management.
Want me to include the setup steps in your reply, or share the article link directly?
トリガーとアクション
トリガー
Ticket Updated
Zendesk
Agent is responding to a ticket
アクション
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
アクション
Get Articles
Zendesk
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