Surface relevant Help Center articles during chat
While an agent is chatting with a customer, Macha proactively searches the Help Center and surfaces the most relevant articles the agent can share or reference in their reply.
Puts the right knowledge at the agent's fingertips, right when they need it.
How it works
Ticket Updated
Agent is responding to a ticket
I'm looking at ticket #8301 — the customer wants to know how to set up two-factor authentication. Any relevant articles?
Search Help Center
Found 2 matching articles
Here are the most relevant Help Center articles:
1. **"Setting Up Two-Factor Authentication"** (98% match)
Covers setup steps for SMS and authenticator app methods.
2. **"Account Security Best Practices"** (82% match)
Includes 2FA plus password requirements and session management.
Want me to include the setup steps in your reply, or share the article link directly?
Triggers & Actions
Trigger
Ticket Updated
Zendesk
Fires when any field on a ticket changes — status, assignee, priority, or tags.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Get Articles
Zendesk
Search and retrieve Help Center articles by title, label, or category.
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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