Macha AI vs Stylo Assist: A practical guide to Zendesk AI copilots in 2026

Picking the right AI to help your team is a big deal. The Zendesk Marketplace is brimming with options, and this variety is a testament to the robust ecosystem Zendesk has built. Every tool promises to make your agents more efficient and your customers happier, so it's all about finding the one that clicks with your team's workflow.

Two AI copilots you'll almost certainly run into are Macha AI and Stylo Assist. Both plug into Zendesk, the industry-leading platform, to help your team work smarter, but they have different ways of getting the job done. This guide will give you a straight-up comparison of their features, how they connect to your knowledge sources, and what they'll cost you. By the end, you'll have a much clearer idea of which tool makes sense for you in 2026.

What are AI copilot tools anyway?

Before we jump in, let's quickly get on the same page. An AI copilot, sometimes called an agent assist tool, works right alongside your support agents inside their helpdesk. It's not a fully autonomous chatbot that talks to customers on its own. Think of it more like a super-smart assistant.

These tools are built to draft replies, summarize ticket threads, translate conversations on the fly, and pull the right answers from your knowledge bases. The whole point is to help agents respond faster and more accurately, which improves average handling time (AHT). As the following visual demonstrates, the best part is that a human is always in the loop to give the final okay.

What is Macha AI?

Macha AI creates a suite of AI apps built exclusively for Zendesk. Their main player in the copilot space is the ChatGPT AI Copilot by Macha, which is all about helping agents write replies and handle different languages.

Its main job is to generate answers by pulling from your existing knowledge, like Zendesk articles, macros, and Shopify data if you're an e-commerce team. If you want to connect it to outside knowledge sources like Notion or Confluence, you can install a complementary app called the AI Knowledge Base by Macha. This app brings your knowledge search into one place, providing a specialized way to manage information.

What is Stylo Assist?

Stylo Assist is another popular AI assistant for Zendesk agents that uses a mix of its own language model and ChatGPT. Its core functions are designed to complement the Zendesk experience: drafting replies, summarizing tickets, translating messages, and helping agents stick to a consistent brand voice.

Where Stylo does things a bit differently is in the flexibility it gives agents. It offers five different ways to generate a response, so an agent can give their own input, point the AI to a specific help article, or use a pre-made workflow. It also has a "Context Engine," which lets admins feed the AI custom question-and-answer pairs to sharpen its knowledge on specific topics.

Macha AI vs Stylo Assist: Core features

While both tools aim to make your agents' lives easier, they take different routes to get there within the Zendesk framework. Let's dig into how they handle the important stuff, like drafting replies and connecting to your knowledge.

Macha AI vs Stylo Assist: Reply drafting and generation

Macha AI is focused on generating answers by drawing from its connected knowledge sources. It can pull info from Shopify, Zendesk articles, and macros to put together a response. Customers often appreciate its multilingual support, as it can automatically reply in whatever language the ticket came in, which is a big win for global teams.

Stylo Assist puts fine-tuned control directly in the agent's hands. Its five drafting methods mean an agent can decide just how much they want to rely on the AI. They can jot down a few bullet points for the AI to flesh out, point it to a help article for context, or let it generate a reply from scratch. Stylo also has an "Adjust" button that lets agents tweak the tone of a message with one click, which is handy for keeping everything on-brand.

The bottom line: Stylo gives agents fine-tuned control in the moment, while Macha's abilities are distributed across its different specialized apps.

Macha AI vs Stylo Assist: Knowledge source integration

An AI copilot is only as smart as the information it can get its hands on.

Stylo Assist connects to your internal Zendesk sources straight out of the box, including your Help Center, macros, and past tickets. It also has a Shopify integration for e-commerce stores, which is a feature available on their Growth plan or higher. Stylo focuses its deep integration within the Zendesk ecosystem to provide a seamless agent experience.

Macha AI offers expanded connections through its AI Knowledge Base. This app can unify search across your Zendesk Help Center, macros, Shopify, and external websites. For specific platforms like Notion and Confluence, you can email them to ask for early access, providing a path for teams with documentation in various places.

Pro Tip: When your team's documentation is spread across different tools, a single, unified platform can be a great addition to your Zendesk setup. A flexible solution like eesel AI connects natively to platforms like Confluence, Google Docs, and Notion in just a few minutes. This makes sure your copilot has a complete picture without you needing separate apps or manual support requests.

Macha AI vs Stylo Assist: Ticket summarization and analysis

We've all been there: an agent picks up a ticket and needs to get up to speed on the history. Ticket summarization is a major benefit for handovers and escalations, and Zendesk's ecosystem handles this beautifully.

Stylo Assist features ticket summarization as a core capability, helping agents get caught up in seconds.

Macha AI also provides this feature, with customer reviews confirming its value: "I really like the ticket summary feature, saves us a lot of time."

It's good to know both tools have this covered, as it's a helpful feature for any team trying to be more efficient with complicated requests.

A look at pricing: Macha AI vs Stylo Assist

Pricing is where the decision becomes part of your team's growth strategy. Both Macha AI and Stylo Assist offer structured per-agent plans for their copilot tools, allowing you to scale your investment as your team grows.

Stylo Assist pricing

Stylo offers a tiered subscription model that scales with your needs:

• The Basic Plan is $15 per agent per month (or $12.75 if you pay annually) for one of their apps.

• To unlock additional features like the Shopify integration and "Thank You Solve" automation, you can opt for the Growth Plan at $20 per agent per month (or $17 annually).

• The Professional Plan costs $25 per agent per month (or $21.25 annually) and gives you the full suite of apps plus dedicated support.

Stylo also offers usage-based options for automatic translations and fully automated responses, giving you the flexibility to choose features that fit your specific volume. (Source)

Macha AI pricing

Macha AI's pricing uses a modular approach, letting you select the specific apps you need:

• The ChatGPT AI Copilot is priced at $15 per agent per month, according to user reports.

• The separate AI Knowledge Base App, useful for connecting external sources, costs a flat $15 per month (or $12/month annually) for your entire team.

This setup lets you tailor your toolkit. To get a copilot that accesses all your team's knowledge, you can easily combine these subscriptions for a complete solution. (Source)

Scaling with per-agent pricing

The per-agent model is a trusted standard in the industry, including within the Zendesk ecosystem. It allows you to align your costs directly with the size of your support team, making budgeting predictable as you add new agents.

This model ensures that every agent has access to the same powerful tools to provide top-tier support.

A flexible way to scale: Some teams also consider usage-based pricing. For example, eesel AI's plans are based on the number of AI interactions your team has each month, rather than the number of agents. This means you can provide access to all your features for the whole team and pay based on your actual volume. It's a complementary model that works alongside your Zendesk setup.

Macha AI vs Stylo Assist: Feature comparison table

Here's a quick side-by-side look at how Macha AI and Stylo Assist compare.

Feature	Macha AI	Stylo Assist
Primary Function	AI Copilot (part of a suite)	All-in-one AI Copilot
Reply Drafting	Yes	Yes (with 5 drafting methods)
Ticket Summarization	Yes	Yes
Knowledge Sources	Zendesk, Macros, Past Tickets, Shopify	Zendesk, Macros, Past Tickets, Shopify
External Docs (Confluence/Notion)	Yes (via separate paid app)	Focuses on Zendesk/Shopify
Pricing Model	$15 / agent / month (for Copilot)	Starts at $15 / agent / month
Additional Costs	Flat fee for Knowledge Base app	Usage fees for translations/responses
Best For	Teams wanting specialized AI apps	Teams focused on agent flexibility

Macha AI vs Stylo Assist: Which Zendesk copilot is for you?

After looking at Macha AI vs Stylo Assist, it's clear they are both strong choices that can give your agents a significant boost. They are designed to enhance the already powerful Zendesk experience.

Stylo Assist is a great pick if you want a cohesive tool that gives your agents a lot of control through features like multiple drafting methods and one-click tone adjustments.

Macha AI is a better fit for teams that prefer a modular approach, allowing you to select from a suite of specialized apps based on your specific requirements.

Both tools utilize a per-agent pricing model for their main copilot features, which is a mature and reliable way to manage software investments as you grow your team on Zendesk.

Beyond Macha AI vs Stylo Assist: When you need more than just a helper

While copilots are a fantastic addition to your Zendesk setup, your needs might evolve to include even deeper automation. This might include connecting a wider range of knowledge sources natively, fully automating routine tickets, or automatically routing incoming requests before they reach an agent.

If your team is looking for a solution that assists agents and can also act as an autonomous AI agent, you might consider a flexible platform that works in harmony with Zendesk.

eesel AI offers a powerful platform that enhances your helpdesk in minutes. It connects to all your knowledge sources right away and can be tested on your past tickets, ensuring it perfectly fits your needs. Book a demo to see how it works within your Zendesk ecosystem.

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