Common Mistakes to Avoid while Creating Responses

To get the best results from Macha AI, it’s important to understand what the AI is designed to do — and what it's not.

❌ What Not to Do

Avoid these common mistakes when using Macha AI:

• ❌ Don’t ask questions
  Bad: Answer this question
  ✅ Instead: Yes, we offer express shipping

• ❌ Don’t give vague instructions
  Bad: respond to this or check past tickets
  ✅ Be specific: Inform them their last order was delivered on June 5

• ❌ Don’t expect Macha to perform Zendesk actions
  Bad: Close this ticket or Change status to pending
  ✅ Instead: Use Macha to write the message; handle actions in Zendesk manually.

• ❌ Don’t use long, detailed prompts
  Bad: Please go through this entire ticket and try to come up with a helpful message that explains...
  ✅ Use brief commands: Offer 15% refund and apologize for delay

✅ Remember

Macha AI expands your brief instructions into complete, context-aware responses — it doesn’t invent facts or take system-level actions on its own.

Think of it like a teammate: you give the direction, Macha writes the message.

Watch It in Action

Need help with best practices or want to run a quick agent training? Email us at support@getmacha.com