Add internal comments with context on Front conversations
When a message is added to a Front conversation, Macha pulls relevant context — contact history, related conversations, and past interactions — and adds a detailed internal comment so the teammate has everything they need.
Gives your team instant context without manual research, speeding up resolution and improving the quality of replies.
How it works
New Message Added
A new message is added to a conversation
Search contacts
Found contact: Lisa Park ([email protected]) — 7 previous conversations, last contact 2 weeks ago
Search related conversations
Found 2 related: #4210 (login issue, resolved) and #4087 (password reset, resolved)
Add internal comment
Added context comment with contact history and related conversation summaries
Internal comment added to conversation:
• Contact: Lisa Park — 7 previous conversations, all resolved
• Related: #4210 (login issue, Feb 12) and #4087 (password reset, Jan 28)
• Pattern: Recurring access issues — may need account-level investigation
• Last interaction: Positive sentiment, quick resolution
Triggers & Actions
Trigger
New Message Added
Front
Fires when an inbound message (customer reply or new message) lands on a conversation.
Action
Get Conversation
Front
Retrieve full conversation details including the message thread, internal comments, contact, assignee, and tags.
Action
Search Contacts
Front
Find Front contacts by handle (email, phone, twitter, etc.) or by name.
Action
Search Conversations
Front
Full-text search across Front conversations — subjects, message bodies, contact details.
Action
Add Internal Comment
Front
Post a private internal comment on a Front conversation — supports @mentions to notify specific teammates.
Related use cases
Auto-reply using knowledge base articles
When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.
Draft ticket responses for agent review
Macha reads the ticket, searches relevant documentation in Notion, and drafts a response for the agent. The agent can edit, approve, or rewrite before sending.
Triage and route tickets by topic
When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.
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