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.
But before we start, if you’d like to watch a quick video instead, here you go.
Here’s are our most useful pointers to make the best of the widget:
Answers with Short 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
- Language of Customer
- You can instruct the AI in any language you want, and it will always draft the answer in the language of the customer
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 Help Center Articles
You can create an answer with a combination of instruction and a knowledge source.
Macha AI will use the following to create a response –
- Draft Instructions you provide
- Knowledge Source you add
- 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
Here are some pointers for adding a knowledge source
- A Knowledge source can be anything from your knowledge source:
- Zendesk help center articles
- Zendesk macros
- Shopify products (if any)
- Macha articles
- Search for the source and select it
- Be specific about what exactly you want the AI to do:
- You can add up to three sources for the AI to use
Here are some good and bad examples for your reference:
| Good – Instructions to combine with a Knowledge Source | Bad – Instructions to combine with a Knowledge Source |
| Share US shipping price | Shipping |
| Share shipping price article link | Article |
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.
Note: You will need to activate this feature from the Macha dashboard in order to use it.
Steps to activate: Login to Dashboard > AI Assistant > Widget Features > Switch on ‘Use knowledge base to create AI answers’ button
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.
Refine Your Answers
Quick ‘Refine Answer’ options to modify AI response
If you would like to change the length or the tone of the AI answer quickly, just hit the ‘Refine Answer’ button, you’ll see options to make the answer:
- Longer
- Shorter
- Formal
- Friendly
That’s pretty much it! Hope you enjoy using Macha AI.
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