Triage and route Front conversations by topic
When a new conversation arrives in Front, Macha reads the content, determines the topic and urgency, applies the right tags, and assigns it to the correct inbox or teammate — all in seconds.
Eliminates manual triage in Front and ensures every conversation reaches the right person from the start, reducing response times.
How it works
Conversation Created
Any new conversation
I was charged twice on my last invoice and I need this fixed immediately. This is unacceptable.
Analyze conversation
Topic: Billing → Duplicate Charge. Priority: Urgent. Sentiment: Frustrated
Update tags
Tagged: billing, duplicate-charge, urgent
Assign conversation
Assigned to Billing inbox, added internal comment with classification details
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
Update Tags
Front
Set the tag list on a Front conversation — diffs against current tags and adds/removes as needed.
Action
Assign Conversation
Front
Assign a Front conversation to a specific teammate, or unassign it.
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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