The Initial Setup page lists everything Robin and AI Copilot rely on to work well, tracks what you have completed, and rolls it up into an Overall optimization score for your organization. Use it as your rollout checklist. The more complete it is, the more effective the suggestions and automations will be.
The Initial Setup page lists everything Robin and AI Copilot rely on to work well, tracks what you have completed, and rolls it up into an Overall optimization score per customer. Use it as your rollout checklist. The more complete it is, the more effective the suggestions and automations will be.
Before you begin
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.
Open the page and set your scope
Open the page
From the sidebar, go to AI Center > Setup.
Use Set up for customer to choose which customer you are configuring. Setup is tracked per customer, so the score belongs to the selected customer rather than to your whole account.
Setup is tracked for your whole organization, so there is no site selector and the score covers all your sites. Site-specific items, such as Sites activation, let you choose sites inside the item itself.
What the Overall optimization score means
The percentage measures how much of this page you have completed. It is a measure of configuration, not of results: a high score means Robin has what it needs, not that Robin is resolving tickets well. For results, see AI Center: Analyze.
Note: There is no target percentage to aim for. Completing any item raises the score.
Fundamentals
Fundamentals is what lets Robin operate securely and reliably across your organization. Complete these before spending time on the next section, because they govern what Robin is permitted to do.
Identity providers
Connect your identity provider so Robin always acts according to your organization's user roles and permissions. Click Connect IdP to start. Supported identity providers are Microsoft 365 & Entra, Google Workspace, Okta, and JumpCloud.
See AI Center: Identity Provider (IdP) integrations.
If you use Microsoft Entra ID, also see:
- Sync users and contacts from Microsoft Entra ID
- Entra ID Continuous Sync
- Microsoft Entra ID: enable password resets
Note: If you do not use an identity provider, make sure users and phone numbers are set up properly instead, so Robin and AI Copilot still have what they need.
Note: If you do not use an identity provider, make sure contacts and phone numbers are set up properly instead, so Robin and AI Copilot still have what they need.
Contacts assignment
Users Assignment
Assign agents and add phone numbers to your users, so Robin can troubleshoot the right device for the right person, and run account actions such as password resets. This item shows progress as a count, for example 2/503. Hover over the info icon next to the count to see what is still missing.
Assign agents and add phone numbers to your contacts, so Robin can troubleshoot the right device for the right person. This item shows progress as a count, for example 0/1. Hover over the info icon next to the count to see how many workstations and how many contacts without a phone number are still left.
Expand the item and click Sync contacts to match contacts to devices with AI suggestions (see below). To assign contacts manually instead, click Update contacts.
Expand the item and click Sync Users to match users to devices with AI suggestions (see below). To assign users manually instead, click Update users, which opens the Sites page.
Tip: Enter phone numbers with the country code (for example, +1 followed by 10 digits in the US). Robin sends verification codes and new passwords by SMS, and numbers without a country code are rejected.
For more information, see:
AI assignment suggestions
Match users to the right agents in bulk, using AI analysis of names, email patterns, and domain details.
Important: The user's email in Microsoft Entra ID must match the local user's email for AI assignment suggestions to work.
To generate AI assignment suggestions:
- On the Setup page, expand Users Assignment and click Sync Users. The AI User Assignments window appears.
- On the Setup page, expand Contacts assignment and click Sync contacts. The AI Contact Assignment Suggestions window appears.
- Select a site from the Site dropdown to view all users in that site who do not have an assigned agent.
- Select a customer from the Customer dropdown to view all contacts in that customer who do not have an assigned agent.
- Use the AI suggestions filter to see only users the AI found a potential agent for. Turn the filter off to see all remaining unassigned users for manual assignment.
- Click Save Assignments.
The assigned users leave the unassigned list, and the Users Assignment count on the Setup page increases.
The assigned contacts leave the unassigned list, and the Contacts assignment count on the Setup page increases.
Tip: Hover over the confidence score tag on a suggestion to see the reasoning behind the match.
Customers activation
Turn Robin on for specific customers. Click Select customers and choose the customers. Activating Robin for a customer also enables the Helpdesk agent on all of that customer's Windows devices.
Sites activation
Turn Robin on for specific sites. Click Select sites and choose the sites. Activating Robin for a site also enables the Helpdesk agent on all of that site's Windows devices.
Communication channels
Connect Robin to Slack or Microsoft Teams so your end users can request support directly from their chat tools. Click Connect to start, or configure channels, including the Robin web widget, in AI Center > Settings > Configuration.
See AI Center: Connect Robin to Slack and Microsoft Teams.
Domain actions
Connect your domains to let Robin and AI Copilot take domain actions, such as password resets. You can reset passwords for local users, users managed by the domain controller once connected, and Microsoft Entra ID users once synced.
Warning: New passwords are sent to end users by SMS, so a user with no mobile number cannot receive one.
Warning: New passwords are sent to end users by SMS, so a contact with no mobile number cannot receive one.
Note: If you do not monitor a domain environment, this item does not apply. Make sure the other areas, particularly users and phone numbers, are set up instead.
Note: If you do not monitor a domain environment, this item does not apply. Make sure the other areas, particularly contacts and phone numbers, are set up instead.
To connect to a domain:
- Expand Domain actions.
- From Select domain, choose the domain you want to connect.
- Click Connect domain. The button stays grayed out until you select a domain.
- Enter the username and password. These are admin credentials for the domain controller.
- Click Save.
Your Overall optimization score should rise slightly once the domain is connected.
Note: For domain password resets to work, the end user's device must be joined to the domain, and the user's mail attribute in Active Directory must be filled in, because Robin finds the user by email address.
Power up your setup
This section is about what Robin knows and what it can do, rather than whether it can operate at all. Each card is a separate area of work and they can be done in parallel.
Knowledge base articles
Robin answers from your own documentation when it exists, and falls back to general IT knowledge when it does not. Adding KB articles is what turns generic advice into your process. If your documentation lives elsewhere, such as Confluence, Notion, or SharePoint, connect it as a knowledge source under AI Center > Integrations > Knowledge base.
For more information, see:
- Set up a user-facing Knowledge Base
- Copilot: article generator
- Connect and manage knowledge sources for Robin
Definitions
Add your company description, the names of your internal software, and your company terms, so Robin interprets requests the way someone inside your company would. Changes apply from Robin's very next conversation.
Integrations
Connect the other systems Robin needs to read from or act in, under AI Center > Integrations: Product integrations for identity providers, built-in integrations, and MCP servers, and Cloud actions for API calls to services without a native integration.
See AI Center: Model Context Protocol (MCP) integrations and AI Center: Cloud actions.
Playbooks
Build custom workflows Robin follows in specific scenarios. Definitions give Robin context it may act on; a Playbook is the workflow it must follow when the trigger conditions are met.
See AI Center: Playbooks.
Scripts
Add automated fixes for the issues the shipped action library does not already cover. A script extends what Robin can do; it is not required for Robin to act at all.
Go to Admin > Monitoring and automation > Scripts, then turn on Enable for AI assistants and Enable for Robin on the script. See Robin: AI assistant for end users.
What to do first
The page shows what is incomplete. It does not tell you what order to work in. A workable sequence:
- Complete every Fundamentals item, since these govern what Robin is allowed to do.
- Add Definitions next. It is the quickest to finish and it changes Robin's answers immediately.
- Build up Knowledge base articles, usually the largest and slowest piece.
- Add Integrations, Playbooks, and Scripts for the workflows specific to your organization.
- Give each incomplete item an owner. An item does not get finished because it appeared on a checklist.
Note: This is guidance rather than a product requirement - the page does not enforce a sequence.
