Shopify
Stripe
Confluence
Set up for you by the Macha team
AI agents for Intercom.
The Macha team builds an AI agent from how your team already answers, connects it to your Intercom inbox, and keeps it on private notes until the drafts are right. Then it replies, assigns, tags and closes conversations itself.
You set it up
It handles the rest
Conversation #4821 answered
Help Center article · 8s
Private note left for a teammate
Intercom · 12s
@refundAgent what happened with conversation #4823?
The customer asked how to export a report as CSV. I replied with the Help Center article and closed the conversation.
Conversation assigned and tagged
Intercom · 4s
Your AI agent, set up for you in under a week
Agent instructions
When a new Intercom conversation lands, pull the contact's profile, check the Help Center, and reply with the right context — or hand off with a private note
We write the instructions
The Macha team writes your agent's instructions from how your team already answers that kind of ticket.
Get Conversation
Search Conversations
Tools for the AI
We connect the tools
We choose the Intercom actions your agent can use, search, update, reply and more, and test it on your past tickets.
It goes to work
Drafts land as private notes until they're right. Then the agent handles that category end to end, and your success manager handles changes.
Everything your team needs
inside Intercom.
Macha works the Intercom inbox through the same actions your teammates use: reading conversations, looking up contacts, replying, leaving private notes, assigning, tagging and closing.
Answer conversations automatically
The agent picks up new conversations, searches your Help Center, pulls data from your connected tools and replies to the customer. When a person should take it, it leaves a private note and assigns the conversation.
Conversation #4821 answered
Help Center article match · 8s
Handoff note for the billing team
Intercom · 12s
Conversation closed
Intercom · 2s
AI copilot on top of Intercom
The Macha Chrome side panel opens next to Intercom, so your team can ask an agent to summarise a conversation, draft a reply or pull data from connected tools without switching tabs.
@refundAgent summarise conversation #4821, the customer is asking about a refund
Customer asked for a refund on order #1092. The $49.99 charge is there. Draft reply:
"Hi Sarah, I've processed your $49.99 refund. It'll arrive in 3-5 business days."
Give your AI agent access to
any Intercom action.
Choose which Intercom events start the agent and which actions it can take: reply, add a private note, assign, tag or close.
First Customer Message
Trigger
Every Customer Message
Trigger
Conversation Assigned
Trigger
Conversation Closed
Trigger
Get Conversation
Action
Search Conversations
Action
Search Contacts
Action
Get Contact
Action
List Admins
Action
Search Help Center Articles
Action
Reply to Conversation
Action
Add Internal Note
Action
Close Conversation
Action
Assign Conversation
Action
Update Conversation Tags
Action
First Customer Message
Trigger
Every Customer Message
Trigger
Conversation Assigned
Trigger
Conversation Closed
Trigger
Get Conversation
Action
Search Conversations
Action
Search Contacts
Action
Get Contact
Action
List Admins
Action
Search Help Center Articles
Action
Reply to Conversation
Action
Add Internal Note
Action
Close Conversation
Action
Assign Conversation
Action
Update Conversation Tags
ActionHow teams use
Macha + Intercom.
Workflows the Macha team sets up on Intercom, from answering common questions to handing off with the context already written down.
Hi Mia — you can export analytics as CSV from **Analytics → Export → CSV** in the top right of any report. Full walkthrough here: [Exporting your analytics data](https://help.example.com/exporting-analytics). Let me know if the export fails or the columns don't match what you need.
Triage every new Intercom conversation with context
When a new conversation lands in Intercom, Macha reads the customer's profile, searches the Help Center for the relevant article, and either replies directly with the answer or drops a private note with the draft plus context for a teammate.
Explore use caseCan you find our SLA terms for enterprise customers? I need to respond to a ticket about response times.
Here's what I found:
Search internal docs to help an agent
When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.
Explore use caseBuilt For Trust.
Designed For Privacy.
Your data is safe with Macha AI. We meet the highest security standards so you can focus on support without compromise.
GDPR Compliant
Fully aligned with global data protection and security standards.
No Training On Your Data
Your content is never used to train AI models, and is kept only for the periods set out in our Privacy Policy.
Loved by support teams worldwide
See what support teams are saying about Macha AI.
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Put an agent on your
Intercom inbox.
Start the trial with $50 of free usage and no card. The Macha team sets up your first agent, and a dedicated success manager handles your changes after launch. About $0.40 a ticket, from $299 a month for 750 tickets.
$50 in free credits · no time limit, no credit card