Anas is an Expert in Network and Security Infrastructure, With over seven years of industry experience, holding certifications Including CCIE- Enterprise, PCNSE, Cato SASE Expert, and Atera Certified Master. Anas provides his valuable insights and expertise to readers.
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Atera’s AI Copilot delivers contextual ticket suggestions and automated resolutions, but its true power lies in tailoring those responses to your unique environment. By feeding Copilot the right inputs—knowledge base articles, scripts, contacts, and domain data—you ensure it offers personalized, accurate support. This guide shows IT managers and MSP leads exactly how to “train” Copilot using built-in tools and insights, without writing a single line of AI-specific code.
Copilot bases its responses on the resources it “knows.” The Actionable Insights tab in AI Center surfaces suggestions for new scripts and knowledge base articles (KBAs) relevant to recurring ticket trends.
Why it matters: Every implemented KBA teaches Copilot how to answer similar questions, while each script added under AI actions gives Copilot real remediation steps it can recommend or execute.
Personalized support requires Copilot to recognize users and assign context-aware tasks. Under AI Center > Optimize, focus on the AI Actions section:
Tip: Walk through each AI Actions sub-tab and aim for at least 80 % completion to maximize Copilot’s ability to suggest and perform device actions.
Beyond automated insights, Copilot adapts when you share feedback directly:
Note: These channels feed into Atera’s product team and AI training pipeline, influencing future Copilot updates. 
The Optimization Status gauge in AI Center provides a real-time view of your Copilot setup:
Review the breakdown to see which recommendations—KBAs, scripts, agent assignments, or integrations—are still pending. Prioritize the highest-impact items to drive rapid gains in response accuracy and automation coverage.
Imagine you’re the MSP lead supporting 200 devices across five mid-market clients. Each client uses custom ticket categories and has distinct escalation paths. By:
you teach Copilot to:
The result? A Copilot that “speaks your client’s language” and lets you scale support without extra headcount.
Ready to Refine Your Copilot?
You should review Actionable Insights weekly to catch new patterns in recurring tickets and keep Copilot aligned with emerging issues. This helps ensure Copilot suggestions stay relevant and tailored to your environment.
No. Copilot only references KBAs stored inside Atera’s native knowledge base. To use third-party articles, you must import or rewrite them into your Atera KBA library.
If domain sync fails:
To resolve:
Best Practice: Enable alerts or regular checks to avoid long sync gaps.
No manual retraining is required. Once you implement a KBA or script via Actionable Insights, Atera Copilot automatically incorporates it into future suggestions and remediation flows.
Yes. Feedback sent through the Help menu—whether via live chat or idea submission—is logged and fed into Atera’s AI training pipeline. It helps guide product updates and improves the relevance of Copilot’s future suggestions.
Assigning agents and syncing contact info ensures:
Yes. The Optimization Status in AI Center shows:
Begin by:
This gives Copilot the context it needs to tailor replies to your workflows.
