Enable Robin in your Service Portal for first-tier support. Let it answer queries and execute tasks effortlessly, helping end users resolve their tickets before they're even on your radar. For help setting it up, see Configure your Robin settings

Enable Robin in your Customer Portal for first-tier support. Let it answer queries and execute tasks effortlessly, helping end users resolve their tickets before they're even on your radar. For help setting it up, see Configure your Robin settings

Note:

• If you'd like to purchase our Robin, please get in touch with our support team or our sales team
• For optimal performance, ensure end users have been assigned an agent and mobile number. For more info, see AI Center: AI optimization

How Robin works

End users can initiate conversations, ask questions about common IT issues, and receive guidance on resolving those issues independently. Robin also offers the ability to perform various tasks (e.g., reset password, install apps). Robin does all this to minimize routine work for you and your technicians and ensure consistent, uniform assistance for all your end users.

To enable Robin:

Go to AI Center > Settings > Activation. Then toggle Robin on for specified or all your sites and their users. For more info, see Configure your settings

Go to AI Center > Settings > Activation. Then toggle Robin on for specified or all your customers and their contacts. For more info, see Configure your settings

To learn more about Robin, see:

• Robin settings
• AI Center: Overview tab
• AI Center: Actionable insights
• AI Center: Custom instructions
• AI Center: AI optimization

End-user experience

Self-service and any other actions that you have enabled will allow end users to engage with the Robin to address their issues. It is accessible from ‌the system tray (right-click the icon or use defined shortcut keys).

End users can now launch Robin to resolve common issues on their own.

Enable scripts

You've already curated a beautiful library of scripts (pulled from the Shared Script Library and your own genius), which you used to troubleshoot issues on your devices. But it's time we started treating our trusty AI companions as part of the team. This way, when AI Copilot or IT Autopilot diagnoses an issue, you and your end users can immediately ask it to run the ideal, pre-approved script.

From the Scripts page, select the scripts you want Robin (and/or Copilot) to be able to run on end-user devices. 

Note:

• We recommend making your script descriptions clear and precise so Robin can run the right script based on your end users' request.
• When you enable a script for Robin, it is automatically enabled for Copilot as well. To disable it for Copilot, you must first disable it for Robin.

Within a few minutes, Robin (and Copilot) will be able to run the selected scripts on your end-user devices.

Self-service actions & Software installations

Before executing any of the self-service actions or software installations, users need to set up Two-Factor Authentication (2FA) by entering the phone number they wish to use for verification.

Note: To learn more about setting up Self-service actions and software installations in the Service portal, see Configure your Robin settings

Note: To learn more about setting up Self-service actions and software installations in the Customer portal, see Configure your Robin settings

After clicking Save & Send Code, they'll be prompted to enter the verification code received via SMS.

Upon successful verification the selected action will be executed.

Reset 2FA for self-service actions

When users enter their phone numbers for the verification of operations, the provided phone number will be automatically updated within their user details in Atera.

To reset the Two-Factor Authentication (2FA), simply remove the current phone number displayed in their user information (Site > Users > select the users > Mobile phone). 

Your user will be prompted again to add their phone number for the verification process.