Robin handles first-tier support for your end users. It answers their questions, walks them through fixes, and performs approved actions on their devices, so many issues are resolved before they reach your technicians. End users reach Robin in the Service Portal, by email, in Slack or Teams, and through the web widget.
Robin handles first-tier support for your end users. It answers their questions, walks them through fixes, and performs approved actions on their devices, so many issues are resolved before they reach your technicians. End users reach Robin in the Customer Portal, by email, in Slack or Teams, and through the web widget.
Note: If you'd like to purchase Robin, get in touch with our support team or our sales team.
Before you begin
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.
Important: For Robin to troubleshoot and act on a device, each end user needs an assigned agent and a mobile number on their record. The mobile number is used for verification and for password resets sent by SMS. Check your coverage in AI Center: Setup.
Important: For Robin to troubleshoot and act on a device, each contact needs an assigned agent and a mobile number on their record. The mobile number is used for verification and for password resets sent by SMS. Check your coverage in AI Center: Setup.
How Robin works
End users start a conversation, describe the problem in their own words, and Robin either answers from your knowledge base, walks them through a fix, or performs an action on their device. Where it cannot resolve something, it escalates to a technician with the full conversation attached.
Robin manages its built-in diagnostics and actions itself, so they work as soon as an end user's device is assigned to them. What you control is what extends them: the software end users can install, your own scripts, connected integrations, and playbooks.
Enable Robin
Go to AI Center > Settings > Activation, then toggle Robin on for specific sites or for all of them.
Go to AI Center > Settings > Activation, then toggle Robin on for specific customers or for all of them.
Robin becomes available to users at the sites you selected. For everything else - its language, channels, ticketing behavior, and follow-up rules - see AI Center: Settings.
Robin becomes available to contacts at the customers you selected. For everything else - its language, channels, ticketing behavior, and follow-up rules - see AI Center: Settings.
End-user experience
End users can launch Robin from the Helpdesk Agent in the system tray, by right-clicking the icon or using the defined shortcut keys.
From there they can describe an issue and work through it with Robin directly.
Self-service actions and software installations
Important: Before Robin runs any self-service action or software installation, the end user must complete two-factor authentication by entering the phone number they want to use for verification. Until they do, Robin can answer questions and read device state but cannot change anything on their behalf.
Note: If a technician assigned the device to the end user from the Atera console, the end user isn't asked for verification.
After clicking Save & Send Code, the user enters the verification code sent by SMS.
Once verified, the action runs.
To choose which software end users can install, go to AI Center > Settings > Software. See AI Center: Settings.
To choose which software end users can install, go to AI Center > Settings > Software. See AI Center: Settings.
Reset 2FA for self-service actions
The phone number a user enters for verification is saved to their user details in Atera.
To reset two-factor authentication, remove the current phone number from their user information: Site > Users > select the user > Mobile phone.
To reset two-factor authentication, remove the current phone number from their contact information: Customer > Contacts > select the contact > Mobile phone.
The user is prompted to add a phone number again the next time they request an action.
Let Robin run your scripts
Robin ships with a library of diagnostics and actions. For anything specific to your environment, expose one of your own scripts to it.
To expose a script to Robin:
- Go to Admin > Monitoring and automations > Scripts.
- Select a script, or create a new one.
- Turn on Enable for AI assistants. The Robin options appear only when this is on.
- Turn on Enable for Robin.
- Under Run script on, choose the destination: User devices, Domain controller, or Specific device.
Within a few minutes Robin can run the script on your end-user devices.
Note: Enable for AI assistants makes the script available to AI Copilot, and Enable for Robin sits under it. A script can be available to AI Copilot without Robin, but not to Robin without AI Copilot. Turning off Enable for AI assistants removes the script from both.
Tip: Require user confirmation decides whether the script waits for the user to confirm before running. Turn it off for scripts that are safe to run unprompted, such as a read-only connectivity check, so Robin does not interrupt the conversation to ask.
Tip: Write clear, precise script descriptions. Robin chooses which script to run based on the description, so a vague one either does not get picked or gets picked for the wrong request.
Tip: Max script run time (minutes) is also the action's timeout for Robin. If you change it on an existing script, save the script again so Robin picks up the new value.
