Creating Responses using your Knowledge Base

Macha AI can instantly pull accurate, helpful responses from your connected knowledge sources. Here's how to use them effectively.

Method 1: General Knowledge Search

Let the AI decide what content to use from your full knowledge base.

1. Open the Macha AI widget in any ticket.

2. Click the 💡 lightbulb icon (Knowledge Assist).

3. Enter your instruction — for example:
   share shipping info

4. Click Create Answer.
   The AI will scan all your connected sources and generate a response using the most relevant content.

5. At the end of the response, the AI will show you the sources used to create the answer

IMPORTANT: The AI will use the information in the customers last comment and your instruction to find relevant articles from your Help Center and other Knowledge Sources. So make sure to add a relevant prompt with keywords to increase the probability of the AI using the correct articles.

Method 2: Specific Article Selection

Prefer to pick exactly which resource to use? Use this method:

1. Open the Macha AI widget.

2. Click the + icon (Reference Picker).

3. Search for and select the help center article you want to use.

4. Type your instruction.

5. Click Create Answer.
   
   

📚 Supported Knowledge Sources

Macha AI can search across:

• Zendesk help center articles

• Zendesk macros

• Shopify products (if integrated)

• Custom knowledge base articles (via Supabase or similar)
  
  

Watch It in Action

Need help or want to integrate new sources? Contact Support