Auto-resolve conversation inquiries via Front
When a new conversation lands in a Front inbox, Macha reads the customer's message, searches your knowledge base for the best answer, and replies with a clear resolution — no teammate needed.
Handles common questions end-to-end in Front, freeing your team to focus on the complex conversations that require a human.
How it works
Conversation Created
Customer starts a new conversation
How do I export my data from the platform? I need to download a CSV of my account history.
Found: "How to Export Your Data" — 97% match
Hi! You can export your data as a CSV in just a few steps:
1. Go to Settings → Account → Data Export
2. Select the date range you need
3. Choose "CSV" as the format
4. Click "Export" — you'll receive a download link via email within a few minutes
Let me know if you need help with anything else!
Update status
Status → Archived, tagged: kb-auto-resolved
Triggers & Actions
Trigger
Conversation Created
Front
Fires when a new conversation lands in Front.
Action
Get Conversation
Front
Retrieve full conversation details including the message thread, internal comments, contact, assignee, and tags.
Action
Add Public Reply
Front
Send a public reply on a Front conversation via its channel — email, chat, SMS, etc.
Action
Update Status
Front
Change a Front conversation's status — archive (close), reopen, or move to trash.
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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