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
Important: Full admin permissions are needed to access AI Center.
Important: For Robin to troubleshoot and act on a device, each end user needs an assigned agent and a mobile number on their record. 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. 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.
What Robin can do depends on what you have enabled. On a new account it answers questions; once you enable self-service actions, software installations, and scripts, it starts resolving them.
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 name, language, channels, ticketing behaviour, and follow-up rules - see AI Center: Settings.
Robin becomes available to contacts at the customers you selected. For everything else - its name, language, channels, ticketing behaviour, 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.
After clicking Save & Send Code, the user enters the verification code sent by SMS.
Once verified, the action runs.
To choose which actions and software are available, see AI Center: Settings.
To choose which actions and software are available, 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 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 covers AI Copilot and is a separate setting from Enable for Robin. A script can be available to one and not the other.
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.
