AI Copilot for Zendesk by Macha

AI Personas & Answer Rules for Zendesk

Zendesk now offers built-in AI features for automation, macros, and workflows.
At the same time, many teams use AI Copilots to help agents write better replies, understand tickets faster, and work more efficiently.This page explains the key differences between Zendesk AI and Macha AI Copilot — and when each makes sense for support teams.

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Automation vs agent assist

Zendesk AI focuses on automation. Macha focuses on assisting agents while they work.

Control vs flexibility

Zendesk AI applies rules globally. Macha adapts per agent and per ticket.

Native coexistence

Macha works alongside Zendesk AI — not instead of it.

Automation at scale

AI personas define how Macha AI Copilot communicates on behalf of your support team.
Instead of generic replies, personas allow you to guide the AI’s behavior, such as:
- Friendly and conversational
- Professional and concise
- Formal and compliance-focused
- Supportive and empathetic
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These personas apply across tickets, agents, and languages — ensuring replies feel consistent no matter who is handling the conversation.
This is especially valuable for teams with:
- Multiple agents
- Distributed support teams
- Multilingual customers
- Strict brand guidelines

Boundaries for AI-generated responses

Answer rules define what the AI is allowed to do — and what it must avoid.
Teams use answer rules to:
- Prevent the AI from making promises or guarantees
- Avoid discussing refunds, legal topics, or pricing
- Ensure replies stay factual and grounded
- Enforce escalation or handoff conditions
- Maintain compliance and accuracy
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Instead of trusting AI blindly, Macha ensures every response is generated within clearly defined boundaries.

AI assists — agents decide

Macha AI Copilot is designed for agent-in-the-loop workflows.
What this means in practice:
- AI suggests replies based on persona and rules
- Agents review and edit before sending
- Nothing is sent automatically without approval
- Agents can regenerate or refine responses
This approach improves speed without sacrificing judgment, trust, or accountability.

Persona-driven replies

Ensure AI-generated responses match your brand voice and tone.

Rule-based safeguards

Define clear boundaries for what the AI can say or suggest.

Agent-first workflows

AI drafts responses, agents stay in control.

Consistent behavior at scale

Every agent, every ticket, every language follows the same personas and rules.

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“We have been using Macha AI and are super satisfied. Accessing the app is super integrated in Zendesk itself and with a few keywords a customer message can be written in no time at all. We had to contact the team with a question and our request was implemented within a few hours”

Johannes Lenz

Customer Support Lead

6+

Languages Served

5 mins

Time Saved Per Ticket

AI Copilot for Zendesk by Macha

AI Personas & Answer Rules for Zendesk

6+

5 mins

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Built For Trust.
Designed For Privacy.