Macha AI makes it easy to generate smart, context-aware responses with just a few words. Here's how to create answers quickly and effectively.
Step-by-Step Instructions
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Open any ticket in Zendesk.
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Click the Macha AI widget (✨ AI icon in the ticket editor).
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Type your instruction — keep it short and clear.
Example:will ship replacement immediately -
Click "Create Answer."
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Review the generated response.
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Click "Paste to Editor" to insert the reply, or "Copy" to use it elsewhere.
✅ What to Include in Your Instructions
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Key information only
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Short phrases or keywords
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Specific customer-related details
IMPORTANT: Always remember, that the AI uses your prompt to expand and create a full fledged email with that response. It cannot perform any actions on your behalf or recommend steps for you.
You need to give the AI the information for the answer, unless you choose one of the Knowledge Sources.
Examples
| ✅ Good Instructions | ❌ Avoid These |
|---|---|
| "Will ship replacement immediately" | "Can we ship a replacement?" |
| "Send pics, will investigate" | "Do we need to ask for pictures?" |
| "Need height, weight, age" | "Use the process for qualification" |
🚫 What NOT to Include
Avoid anything that Macha AI already handles automatically or is beyond the scope of Macha AI:
- ❌ Ask it to perform actions ("Update information", "Cancel the order")
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❌ Salutations ("Hi there")
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❌ Pleasantries ("Hope you're well")
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❌ Full sentences or long text
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❌ Formatting (bold, italics, etc.)
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❌ Signatures
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❌ Translations (Macha handles this for you!)
Watch How It Works
Need help? Contact Support