How to Use Macha AI: Your Complete Guide to the Zendesk Copilot

We’ve put together this comprehensive 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 our complete video playlist instead, check it out here.

Here are our most useful pointers to make the best of the widget:

1. Set Up Language and Translation Settings First

Configure your language preferences for multilingual support

Before diving into creating answers, it’s crucial to set up your language and translation settings properly. This ensures Macha AI can handle tickets in different languages seamlessly.

Watch: Set Language and Translation Settings

Here’s what you need to do:

• Open the Macha AI widget and click the gear icon in the top right
• Select your primary language (e.g., English)
• Switch on “Auto Translate Tickets” if you handle international customers
• Save your settings

This setup allows you to read and understand tickets in foreign languages while responding in your native language, with automatic translation back to the customer’s language.

2. Create Answers with Short Instructions

Keep it short and simple; let AI do the rest!

The most effective way to use Macha AI is by providing brief, clear instructions that the AI can expand into complete responses.

Watch: How to Create Answers with Macha AI

Give short instructions in the form of short phrases – like ‘not possible in your region’; and AI will expand this into a complete response.

Here are some examples of 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 and 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

3. What NOT to Do – Common Mistakes

Learn from these common pitfalls to maximize effectiveness

Understanding what NOT to do is just as important as knowing the best practices.

Watch: How NOT to Use Macha AI – Common Mistakes to Avoid

Avoid these common mistakes:

• Don’t ask questions – The AI expects you to provide the answer, not ask for it
• Don’t give vague instructions like “answer this question” or “look at past tickets”
• Don’t try to make the AI perform actions like closing tickets or checking statuses
• Don’t expect the AI to fetch information – provide the details yourself

4. Use Your Knowledge Base Effectively

Leverage your existing content for accurate responses

You can create answers using your knowledge base in two powerful ways.

Watch: How to Use Your Knowledge Base for Answering

Method 1: General Knowledge Base Integration

• Click the lightbulb icon to activate knowledge base mode
• Provide your instruction (e.g., “share reco”)
• Hit Create Answer – the AI will search your knowledge base and create a comprehensive response

Method 2: Specific Article Selection

• Click the plus icon to add a specific help center article
• Search and select the exact article you want to reference
• Provide your instruction and hit Create Answer

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

5. 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 (if any)
  • Shopify products (if any)
  • Shopify order details (if integrated)
  • Notion Documents (if integrated)
  • External website (if added)
• 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

6. Refine Your Answers

Quick ‘Refine Answer’ options to modify AI response

Sometimes you’ll want to adjust the tone or length of your AI-generated response without starting over.

Watch: How to Refine Your Answers in Macha AI

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

You can also add additional instructions to include missing details, and the AI will incorporate them into the existing response.

7. Use AI-Generated Answers Safely

Two simple ways to implement your responses

Once you’ve created the perfect response, you have two safe options to use it.

Watch: How to Use AI-Generated Answers

• Paste to Editor – Inserts the answer directly into your Zendesk text editor (doesn’t send automatically)
• Copy – Copies the text so you can paste it wherever needed

Both options allow you to review and edit the response before sending, ensuring quality control.

8. Handle Foreign Language Tickets

Seamless translation for international support

Macha AI makes handling international customers effortless with built-in translation capabilities.

Watch: How to Translate and Respond to Foreign Language Tickets

Here’s how it works:

• Receive a ticket in a foreign language (e.g., Dutch)
• View the translated version in your primary language
• Create your response using simple instructions in your primary language (e.g., English)
• Get the response in both languages – the customer’s language and yours
• Send the response in the customer’s language

This feature requires having your translation settings configured properly (see the first section).

9. Use the Ask Macha AI Chat Feature

Your personal ChatGPT for ticket analysis

Think of this as having ChatGPT specifically trained on your current ticket and knowledge base.

Watch: How to Use Ask Macha AI Chat Feature

Use this feature to:

• Understand the ticket – “What is the customer asking for?”
• Get specific details – “Has the customer shared a budget?”
• Find recommendations – “What bikes can we recommend to the customer?”
• Access knowledge base – Get relevant suggestions from your help center

This is perfect for getting up to speed on complex tickets and brainstorming solutions without switching between multiple tools.

10. Analyze Tickets Automatically

Get instant insights and categorization

Save time on ticket analysis with automatic summaries and categorization.

Watch: How to Use Ticket Analysis in Macha AI

The Analysis tab provides:

• Short ticket summary
• Sentiment analysis (positive, negative, neutral)
• Category classification (e.g., Product Inquiry)
• Customer highlights – key points mentioned
• Requested actions – what the customer wants
• Automatic tags – for better organization in Zendesk Explore

This helps you respond faster and provides valuable data for support analytics.

11. Access Relevant Resources Instantly

Find the right information without searching

Let Macha AI surface the most relevant resources for each ticket automatically.

Watch: How to Use the Resources Tab in Macha AI

The Resources tab automatically suggests:

• Relevant macros based on the ticket content
• Help center articles that address the customer’s question
• Other knowledge base sources like Notion documents or external websites

This is incredibly useful for new agents or when dealing with unfamiliar topics, as Macha AI does the research for you.

Getting Started

Ready to transform your customer support experience? Here’s how to get started:

• Install Macha AI from the Zendesk Marketplace
• Set up your language and translation settings (see first section)
• Start with simple answer creation using short instructions
• Gradually explore advanced features like knowledge base integration and chat

That’s pretty much it! Hope you enjoy using Macha AI and see the dramatic improvement in your support team’s efficiency and response quality.

Got feedback for us? Just drop us a line.

Learn more: https://getmacha.com/
Get the app: https://zendesk.com/marketplace/apps/support/986669