We’ve put together this solid guide to help you make the most of the Macha AI Zendesk Widget. In this article, you’ll find everything you need—from setup tips to best practices—to integrate Macha seamlessly into your workflows and elevate your customer support experience efficiently and effectively.
Here’s are our most useful pointers to make the best of the widget:
Auto-generate Answers with AI
Answer in your Knowledge Base? Just hit ‘Generate’
If the answer to your ticket lies in your knowledge base, then just hit the ‘Generate’ button. The AI will find the answer in your knowledge base and draft a response.
Macha AI will use the following to create a response –
- Knowledge Sources
- Zendesk help center articles
- Zendesk macros
- Macha articles
- Shopify products (if any)
- Shopify order details (if integrated)
- Ticket conversation context
- AI Personas
- You can configure how friendly, formal and the style of the responses
- Length of the responses
- Answer rules
- Define any specific rules the AI needs to follow while creating an answer
Auto-generating AI answers are best for L1 tickets
If this is a common ticket around which you have a macro or help center article in place, the AI will do a great job in auto-generating a response
Answers with Instructions
Keep it short and simple; let AI do the rest!
Give short instructions in the form of short phrases – like ‘not possible in your region’; and AI will expand this into a complete response.
Your agents should avoid adding the following as instructions. Macha AI takes care of theses automatically for you
- Salutations
- Pleasantries
- Fully formed sentences
- Worry about 100% grammatically accurate words and phrases
- Any form of formatting
- Signatures
- Translations
Here are some examples of some good vs unnecessary prompts
| Good Prompt | Unnecessary Prompt |
| Will ship replacement immediately | Hello Aaron. Thanks for reaching out. We will ship your replacement immediately. Thanks for your patience. |
| Send pics. Will investigate and send replacement. | Hi Sharon. Thanks for reaching out. We’re so sorry to hear about your experience. I can understand how frustrating it must be. Please send us some pictures of your order and we will investigate and send you a replacement. |
| you can send within 7 days | Hi Ben. Hope you’re having a good week. Thanks for reaching out. You can send us the pictures within 7 days. So you have plenty of time. |
| need your height, weight, age, hair colour and eye colour | Hey Jason, We’ll be needing your: – Height – Weight – Age – Hair colour and – Eye colour |
| will process as soon as we receive it | Hello Sam, thanks for reaching out. We will get this processed as soon as we receive it. Thanks so much for your patience. Best, Steve |
You can keep your phrases to the point an succinct, since Macha AI uses the following combination to generate answers
- Ticket conversation context
- Instructions given
- AI Personas
- You can configure how friendly, formal and the style of the responses
- Length of the responses
- Answer rules
- Define any specific rules the AI needs to follow while creating an answer
Avoid very long prompts
The AI doesn’t require fully written sentences. Its best use case is when you have a few short phrases for it to expand and create a response, while using the context of the ticket.
Answer with Instructions from Help Center
You can create an answer with a mix of instructions for an answer along with adding instructions for the AI to use from the Knowledge Base.
Macha AI will use the following to create a response –
- Draft Instructions
- Knowledge Sources
- Zendesk help center articles
- Zendesk macros
- Shopify products (if any)
- Shopify order details (if integrated)
- Macha articles
- Ticket conversation
- AI Personas
- You can configure how friendly, formal and the style of the responses
- Length of the responses
- Answer rules
- Define any specific rules the AI needs to follow while creating an answer
For Knowledge Base instructions, here are some pointers
- Be specific about the article you want the AI to reference
- Be specific about what exactly you want the AI to do:
- Share [X] article link
- Share [info on X] – this just extracts the information from the article
Here are some good and bad examples for your reference:
| Good – Instructions from Help Center | Bad – Instructions from Help Center |
| Share US shipping price | Shipping price |
| Share shipping price article link | Article link |
Answer Settings
These settings are only available on the Macha AI dashboard. To access them, you’ll need to go to the ‘Settings’ tab and then click on ‘Goto Macha Dashboard’
Note: Only users added as admins on the Macha AI dashboard will be able to see this option.
In case you don’t see it, please reach out to the team member who installed Macha AI on your Zendesk. They will have admin access by default.
Here’s what you can do on the Macha AI dashboard:
Create AI Personas
Go to AI Behaviour > Personas
Here you can edit the default AI persona or click on ‘Add AI Persona’ and create a new AI persona
The AI persona is great for reflecting the tone and style you want your answers to be in. You can get detailed in terms of how you want the AI to create responses.
The parameters for the AI personas are as follows
- Name
- Characteristics
- Response Tone
- Response Length
Once you’ve created your persona, you’ll be able to see it on the Macha AI widget on Zendesk – on the ‘Generate’ tab under ‘Persona’. Just select it and test out how it’s performing.
Note: If you want the persona you created as the default persona, just delete all other personas and make sure the one you want as default if the first persona in the list
Add Answer Rules
These are rules that the AI will follow while drafting every single response. Our customers usually add rules for things like:
- Signatures
- Opening greeting
- Closing greeting
- Rules around any ticket
