Search internal docs to help an agent
When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.
Agents get instant access to internal knowledge without hunting through docs manually.
How it works
Ticket Updated
Agent asks for internal information
Can you find our SLA terms for enterprise customers? I need to respond to a ticket about response times.
Search Google Docs
Found "Enterprise SLA Agreement v3" in Google Drive
Search Notion
Found "Enterprise Support Tiers" in Notion wiki
Here's what I found:
**Enterprise SLA (from Google Docs):**
• Critical issues: 1-hour response, 4-hour resolution
• High priority: 4-hour response, 24-hour resolution
• Normal: 24-hour response, 72-hour resolution
**Support Tiers (from Notion):**
• Enterprise customers get dedicated Slack channel access
• Priority routing — tickets skip general queue
Want me to draft a reply using these details?
Triggers & Actions
Trigger
Ticket Updated
Zendesk
Fires when any field on a ticket changes — status, assignee, priority, or tags.
Action
Search Docs
Google Workspace
Search across Google Docs by title, content, or owner.
Action
Get Document
Google Workspace
Retrieve the full content of a Google Doc by its title or URL.
Action
Search Pages
Notion
Search across all Notion pages by title or content keyword.
Action
Get Page
Notion
Retrieve the full content of a Notion page including nested blocks.
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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