Reply to Front conversations using knowledge base
When a customer asks a question in Front, Macha searches your knowledge base for the most relevant content and drafts a helpful public reply with clear, step-by-step instructions.
Turns your existing knowledge base into an automated first responder, deflecting common questions while keeping replies helpful and accurate.
How it works
Conversation Created
Customer asks a question matching knowledge base
How do I set up SSO with my identity provider? We use Okta and need to configure SAML.
Found: "Setting Up SAML SSO with Okta" — 96% match
Great question! Here's how to set up SAML SSO with Okta:
1. In your admin panel, go to Settings → Security → SSO Configuration
2. Select "SAML 2.0" as the authentication method
3. Copy the Entity ID and ACS URL into your Okta app settings
4. Upload the metadata XML from Okta back into the SSO settings
5. Enable SSO and test with a sample login
Full guide: [Setting Up SAML SSO with Okta]
Let me know if you run into any issues during setup!
Update status
Status → Snoozed, tagged: kb-article-sent, sso-setup
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
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.
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.
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.
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