Handle Front conversation escalations automatically
When a Front conversation is tagged urgent, Macha gathers the full context, searches your knowledge base for relevant guidance, adds a detailed summary comment, and alerts the team in Slack.
Ensures escalated conversations are handled quickly with complete context, and the right people are notified immediately.
How it works
Custom Webhook
Conversation tagged "urgent"
Get conversation details
Conversation #8301 — customer reporting a complete service outage, 3 replies, open 4 hours
Found: "Service Outage Troubleshooting" and "Escalation Procedures"
Add summary comment
Added internal comment with full context, troubleshooting steps, and escalation history
Notify team
Posted escalation alert to #escalations channel
Escalation alert posted to Slack:
• Conversation: #8301 — Complete service outage
• Customer: [email protected]
• Open for: 4 hours, 3 customer replies
• Context: Troubleshooting steps from KB added as internal comment
• Action needed: Engineering review recommended
Triggers & Actions
Trigger
Custom Webhook
Front
Generates a webhook URL you can use in any Front rule's 'Send a webhook' action — full control over which conversations fire.
Action
Get Conversation
Front
Retrieve full conversation details including the message thread, internal comments, contact, assignee, and tags.
Action
Add Internal Comment
Front
Post a private internal comment on a Front conversation — supports @mentions to notify specific teammates.
Action
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
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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