Make Robin smarter by giving it the context it needs about your organization's details, proprietary software, and internal terminology. Providing this context reduces user drop-off and produces more relevant, precise responses tailored to your team. Changes apply immediately, ready for Robin's very next conversation with any of your end users.
Before you begin
Important: Full admin permissions are needed to access AI Center.
Navigate to Definitions
From the sidebar, go to AI Center > Optimize > Definitions.
The page has three inputs: a Company description field, and definitions in two categories, Software and Company terms. Use the filter chips to show All definitions, Software, or Company terms, or the search box to find a single entry.
Scope definitions to specific sites
Definitions can apply to every site or only to specific ones, giving Robin a different set for each site. Use the dropdown at the top of the page to choose a site and view its definitions, or select All sites to view everything at once.
Definitions can apply to every customer or only to specific ones, giving Robin a different set for each customer. Use the dropdown at the top of the page to choose a customer and view its definitions, or select All customers to view everything at once.
When you add a Software or Company terms entry, use Apply to to select the sites it covers. Left unchanged, the entry applies to all sites by default.
When you add a Software or Company terms entry, use Apply to to select the customers it covers. Left unchanged, the entry applies to all customers by default.
Company description
Summarize what the company does in a few sentences. Include the industry, key activities, and anything that helps Robin understand the organization's context.
Note: The company description is capped at 600 characters, so write a summary rather than a policy document.
Software
Add your internal software so that when users ask about your internal tools, Robin already knows what they mean and can go straight to a solution.
To add software:
- Click + Add software. A new entry row appears.
- Enter the software name and a short description. Include what the software does, who uses it, and how it is used in your organization.
- Select the relevant site or sites, or leave All sites.
- Select the relevant customer or customers, or leave All customers.
- Click Save.
The entry appears in the list under the Software filter, and Robin uses it from its very next conversation. There is no separate publish step.
Note: You can disable or delete a software entry from the ellipses icon on its row.
Company terms
Add the company-specific terms, acronyms, and internal nicknames your team uses day to day, so Robin understands them and responds naturally in your context.
To add a company term:
- Click + Add definition. A new entry row appears.
- Enter the name and a short description. Include what it means inside your company, how it is used, and any important rules or exceptions.
- Select the relevant site or sites, or leave All sites.
- Select the relevant customer or customers, or leave All customers.
- Click Save.
The entry appears in the list under the Company terms filter, and Robin uses it from its very next conversation.
Note: You can disable or delete a company term from the ellipses icon on its row.
What Definitions do, and what they cannot enforce
Definitions are read as context. Robin takes them into account when interpreting a request and forming an answer. They influence the outcome; they do not guarantee it. Writing "always ask for an asset tag before troubleshooting" into a definition does not make that step mandatory.
Playbooks are enforced procedure. A Playbook defines the workflow Robin follows when its trigger conditions are met, in order, including approvals. If a step has to happen every time, it belongs in a Playbook.
Playbooks sits directly below Definitions in the Optimize group, so it is worth being clear which one you need.
| If you want Robin to... | Use |
|---|---|
| Understand what your company does | Company description |
| Recognize the names your users say for internal applications | A Software entry |
| Resolve your acronyms and internal shorthand | A Company terms entry |
| Follow a specific sequence every time a condition is met | A Playbook |
| Get an approval first, every time | A Playbook |
