Knowledge base sources lets you connect the knowledge sources your team already uses - like SharePoint or Notion - so Robin can draw on them to answer tickets. You tell Robin when to use each source, and it responds the way your company actually works. Atera's own knowledge base is always connected, so this is about adding everything else.

Before you begin

• Important: Managing knowledge sources requires the AI center permission. Admins have it by default; technicians need it granted.
• The source you want to add must already be connected on the Integrations page. The Add source dropdown only lists integrations that are already connected.
• On MSP accounts, sources are configured per customer. Pick the customer first (step 2 below). This doesn't apply to IT department accounts.

Open the Knowledge base page

1. Go to AI center > Integrations > Knowledge base.
2. On an MSP account, use the View context for dropdown to choose the customer you're configuring. The sources table updates to show that customer's sources.

Note: The Atera Knowledge Base always appears as the first row, even when no other sources are connected. It's active by default and can't be removed or turned off - Robin already has the context it needs to use it, so no description is required.

Add a knowledge source

1. Select Add source in the top right. A new, editable row appears at the top of the table.
2. Open the Source dropdown and select the integration you want Robin to use.
3. In the When should Robin use this source field, describe when Robin should draw on it. For example: “HR requests, IT queries, and general how-tos.”
4. Select Save.

Note: The description is required, and Save stays disabled until you've selected a source. When you save, Robin checks the description - if it's too short or off-topic, you'll be asked to revise it. Select Cancel to discard the row without adding it.

Edit a source

1. Find the source in the table. Use the Search sources box to filter by name.
2. Open the ...  (more actions) menu on that row and select Edit description.
3. Update the When should Robin use this source description.
4. Select Save.

The Last edited column updates with the date and time of your change.

Turn a source on or off

Use the Active toggle on a source's row to control whether Robin uses it. Turning a source off keeps it in the table but stops Robin from pulling answers from it.

Remove a source

1. Open the ...  (more actions) menu on the source's row.
2. Select Remove, then confirm.

Note: The Atera Knowledge Base can't be removed - it has no Remove option.

Disconnect the underlying integration

Removing an integration entirely is done from the Integrations page, not the Knowledge base table.

1. Go to AI center > Integrations > Integrations.
2. Select Disconnect on the integration, then confirm in the dialog.

Note: Disconnecting an integration stops Robin from using its content and turns the source off in your Knowledge base. The source stays in the table as inactive until you remove it. You'll need to reconnect the integration to use it again.

What happens next

Robin starts using your active sources right away. When a new ticket comes in, Robin matches it against the descriptions you set and pulls answers from the best-matching source, alongside Atera's own knowledge base.

Tips

• Write each description around the ticket types it should cover, not the content itself. “Surface only for sales and billing tickets” guides Robin better than “our pricing docs.”
• If Robin is pulling answers from the wrong place, tighten the descriptions or turn off the source temporarily rather than removing it.
• Your Microsoft Azure integration appears as “SharePoint” on the Knowledge base page. It still shows as “Microsoft Azure” everywhere else.

Related articles

• Atera's Robin
• AI Center: Setup
• Set up a user-facing Knowledge Base
• Robin Security & Compliance FAQ