Stripe
Slack
Google Workspace
Confluence
Triage inbound Gmail into replies and escalations
When a new email lands in a shared support mailbox, Macha reads it, classifies whether it's a common question or a real escalation, replies from the same mailbox for the easy ones, and forwards the rest into your ticketing system with context attached.
Removes the manual triage step that eats a support team's morning.
How it works
New Message Received
New email in support@ inbox
Hi, my invoice from March hasn't arrived. Can you resend it? — Alex (order #2914)
Read email + classify
Detected "invoice request" — routine question, self-servable
Look up order + invoice
Pulled invoice PDF for order #2914 from Shopify
Reply from mailbox
Sent invoice with a short note; labeled the thread "Resolved"
Hi Alex, your invoice for order #2914 is attached. Let me know if you need anything else — [email protected]
Triggers & Actions
Trigger
New Message Received
Gmail
Fires when a new email arrives in the mailbox. Optionally scoped to a specific label.
Action
Get Email
Gmail
Fetch the full body, headers, and attachment list of a single message.
Action
Reply to Email
Gmail
Reply to an existing thread while preserving the subject and the thread chain.
Action
Modify Labels
Gmail
Add or remove Gmail labels on a message. Use to mark read/unread, star, archive, or apply custom labels.
Action
Add Public Reply
Zendesk
Post a customer-visible reply on a ticket.
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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