Macha

Macha positions itself as an implementation-led AI support product. The company analyses a business's past support tickets, recommends which ticket categories to automate and which to keep with people, builds the AI agent with a knowledge base drawn from help centre content, website and past replies, connects tools the agent needs, and deploys it in safe mode where it writes internal notes for human approval. The page states that teams can run their first category live within about a week, that setup is included in the plan with no separate implementation fee, and that each agent handles one category with its own instructions and tools. The site also describes continuous evaluation that grades agent conversations against rules, a Chrome extension, a website chatbot, a Claude Code and Codex integration, custom HTTP tools, and GDPR compliance with a no-training-on-your-data commitment. Stated plans start at $299 per month, and new users get $50 in credits to start.

Key features

• Done-for-you setup: Macha's team analyses help desk tickets, builds the agent, and deploys it
• Help desk analysis showing ticket categories by volume with automate or keep-with-human recommendations
• Safe mode deployment where the agent writes internal notes and a human approves customer-facing replies
• Support for Zendesk, Freshdesk, Gorgias, Front, Intercom and HubSpot
• Connections to tools such as Shopify, Stripe, Slack, Notion, Google Workspace and Confluence, plus custom integrations via API
• Continuous evaluation that scores agent conversations against the rules provided
• Escalation to human agents with gathered context when the agent is unsure
• Website chatbot embedded on a site, trained on help center content
• Chrome extension for use in browser tabs
• Multiple agents, each handling one category with separate instructions and tools
• Helpdesk copilot that summarises tickets and drafts replies for agents
• Custom Tools to wire HTTP endpoints; Claude Code and Codex support for shipping agents from a terminal

Best suited for

• Customer support teams wanting to automate repetitive ticket categories
• Teams using Zendesk, Freshdesk, Gorgias, Front, Intercom or HubSpot
• Organisations without in-house capacity to build and maintain AI support agents
• E-commerce support teams handling order status, returns and address changes, as illustrated on the page

Pricing

Plans starting at $299 per month, implementation included. A free start with $50 in credits, no time limit and no credit card is also mentioned.