Customize how Robin integrates with your support workflow and interacts with your end users as their AI assistant. Empower Robin to deliver smarter, faster, and more personalized assistance that boosts user satisfaction and cuts down on your IT workload.

Note: These settings were previously located under Admin > Employee services > Service portal, and are now unified and centrally managed in the AI Center. Any configurations you set up before remain unchanged - you'll just find them here instead.

Customize how Robin integrates with your support workflow and interacts with your end users as their AI assistant. Empower Robin to deliver smarter, faster, and more personalized assistance that boosts customer satisfaction and cuts down on your IT workload.

Note: These settings were previously located under Admin > Customer service > Customer portal, and are now unified and centrally managed in the AI Center. Any configurations you set up before remain unchanged - you'll just find them here instead.

Important: To access the AI Center, you need Full admin access or a role with the AI center permission. See Grant a technician access to AI Center without the Admin role.

Access Robin settings

Go to AI Center > Settings.

Most Settings pages have a Manage settings for dropdown at the top. Use it to choose which customer you are configuring.

Configuration and Software settings apply to your whole organization. To choose which sites Robin works for, use Activation.

The Settings page has these tabs:

• Activation: Choose where Robin is enabled and manage activation by site.
• Activation: Choose where Robin is enabled and manage activation by customer.
• Configuration: Manage communication apps, reply language, ticketing behavior, and follow-up and resolution timing.
• Custom fields: Choose how Robin fills each custom ticket field.
• Software: Control which software end users can install through Robin or the Service Portal.
• Software: Control which software end users can install through Robin or the Customer Portal.
• Excluded addresses: Exclude specific support or sender email addresses from Robin handling.

Note: The General and Self-service actions tabs were removed. Robin's name can no longer be changed, and Robin manages its built-in actions itself, so there is nothing to turn on per action.

Activation

Activate Robin to deliver first-tier support for specific sites. You can select sites one at a time or activate Robin for all of them. Activating Robin for a site also enables the Helpdesk agent on all of that site's Windows devices.

Note: If you disable Robin for a site, its last saved settings will be restored if you enable Robin for that site again.

Activate Robin to deliver first-tier support for specific customers. You can select customers one at a time or activate Robin for all of them. Activating Robin for a customer also enables the Helpdesk agent on all of that customer's Windows devices.

Note: If you disable Robin for a customer, its last saved settings will be restored if you enable Robin for that customer again.

Note: For Robin to act on a device, the device must also be assigned to the end user. See Assign an agent to an end user.

Configuration

• Communication apps: Connect Robin to Slack, Teams, or the Robin web widget so your end users can request support directly from their chat tools or your website. Learn more about how to Connect Atera's Robin to Slack and Microsoft Teams.
• Language: Under Reply language, select the language Robin uses when communicating with end users, or leave it set to Auto-detect so Robin automatically replies in the user's language. Supported languages include English, Spanish, French, German, Portuguese, Italian, Dutch, Polish, Swedish, Czech, Turkish, Romanian, Hebrew, Arabic, Russian, Ukrainian, Chinese, Japanese, Korean, Hindi, Indonesian, Thai, and Vietnamese.

• Ticketing:

  • Create tickets via Robin only: Hide the New ticket button, so end users can only create tickets in the Service portal via chat with Robin. This encourages end users to first engage with Robin, reducing the number of tickets needing human technician attention. When this is off, users can also create tickets manually via the New ticket button in the portal.

    Create tickets via Robin only: Hide the New ticket button, so end users can only create tickets in the Customer portal via chat with Robin. This encourages end users to first engage with Robin, reducing the number of tickets needing human technician attention. When this is off, users can also create tickets manually via the New ticket button in the portal.

    A Robin chat becomes a ticket only if Robin escalates it to a technician.

  • Assign Robin to tickets created via email: Robin is automatically assigned to any tickets created via email (based on your incoming support email-to-ticket setup). It will respond via email and the conversation will function like an ongoing ticket. The full email thread is recorded in the ticket, ensuring continuity if it's escalated to a technician or reviewed later.

  For how the two ticketing settings work together, see Robin ticketing settings.

• Follow-up & resolution: Enable Robin to automatically follow up with end users via email and chat. If an end user hasn't responded within the defined time since Robin's last message, they will be prompted to confirm whether the issue has been resolved through both chat and email.
  • Business hours calendar: Send follow-up reminders only during business hours. Reminders sent outside business hours are delivered when business hours resume. See Send Robin's follow-up reminders only during business hours.
  • Wait time to follow up: Set how long Robin waits after its last response before sending an automated follow-up. You can set separate times, in minutes, for chat and email.
  • Wait time for next action if no reply: Set how long Robin waits after sending the follow-up if the end user doesn't respond, before deciding and executing the next step (escalating to a technician or resolving the ticket). You can set separate times for chat and email.

Note: Custom field handling moved to the Custom fields tab.

Custom fields

Choose how Robin handles each custom ticket field, and add instructions to help Robin choose the correct values. For each field, select one of these options under AI handling:

• Autofill or leave empty: Robin fills the field, or leaves it empty if it can't determine a value.
• Autofill or ask the user: Robin fills the field, or asks the end user if it can't determine a value.
• Technician fills: Robin doesn't fill the field.

Use Instruct Robin how to fill this field to add guidance for a field. For details, see AI Center: Custom fields - Robin field behaviors.

Software

The Software tab lets you choose which software applications your end users can install on their Windows or macOS devices, leveraging WinGet, Homebrew, and your private repository. Click Add software to add an application. For Mac, you can also click Add preset to add a ready-made list.

Your end users can install software via the Service Portal > My applications tab or by asking Robin within a chat.

Your end users can install software via the Customer Portal > My applications tab or by asking Robin within a chat.

Note: Due to changes to Chocolatey's terms of service, Chocolatey updates will no longer be available from January 5, 2027. If your software list uses Chocolatey sources, switch those items to WinGet.

Excluded addresses

• Support addresses: Exclude support addresses that are configured with email forwarding to automatically create tickets. Any tickets created via emails sent to these addresses will bypass Robin and be routed directly to your technician queue. To set up email forwarding see, Forward emails for automatic ticket creation
• Sender addresses: Select sender addresses to exclude their tickets from Robin. Any tickets created via emails sent from these addresses will go directly to your technician queue. You can enter new sender addresses manually if they don't already appear in the list.

What to exclude

Exclusions are your safety valve. Anything on these lists goes straight to your technician queue, so use them for mail Robin should not answer rather than mail it cannot answer well.

Four patterns worth setting up before you enable Robin on email:

Note: Monitoring mail is the one most often missed, and the one that generates the most wasted activity. If any alerting or backup system emails your support address, add its sender address before you switch Robin on for email.

Tip: Excluding an address is not the same as turning Robin off for a person. A VIP on the sender exclusion list still reaches Robin through the portal, Slack, Teams, or the widget - the exclusion only applies to email. To keep someone away from Robin entirely, use Activation instead.