Macha
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Knowledge Management

Auto-suggest knowledge base articles in Slack

When someone asks a support question in Slack, Macha searches both Zendesk Help Center and Notion documentation to find relevant articles and replies in-thread with links and key takeaways.

Reduces repeated questions in Slack by connecting the team to existing documentation.

Integrações usadas
Slack Slack Zendesk Zendesk Notion Notion

Como funciona

Slack
Trigger
Slack App Mention

Team member asks a question

Cliente

@macha how do we handle returns for items bought more than 30 days ago?

Macha
Macha
Zendesk Search Help Center

Found "Return Policy" article in Zendesk

Macha
Macha
Notion Search Notion

Found "Extended Returns — Exceptions" in Notion wiki

Macha
Macha

Standard policy: returns within 30 days for full refund. After 30 days:

• Defective items: covered under warranty (up to 1 year)

• Store credit: available up to 60 days

• Exceptions: manager approval needed for 60+ days

Sources: Return Policy (Help Center), Extended Returns (Notion)

Triggers e ações

Slack Trigger

App Mention

Slack

Fires when someone @mentions the Macha bot in any channel.

Zendesk Ação

Get Articles

Zendesk

Notion Ação

Search Pages

Notion

Search across all Notion pages by title or content keyword.

Slack Ação

Reply in Thread

Slack

Post a threaded reply to a specific message in any channel.

Casos de uso relacionados

Respond to common questions via Slack

When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.

Slack Notion
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Sync resolved ticket insights to Notion

When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.

Zendesk Notion
Ver caso de uso

Answer policy questions from Notion wiki

When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.

Zendesk Notion
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