MSP Onboarding — Synthreo
MSP administrator guide for Synthreo Tenant Management — user management, customer delegation, AI model configuration, and help desk resolutions.
Synthreo Tenant Management (admin.synthreo.ai) is the administrative portal MSPs use to manage their customers, users, and AI model configurations across the Synthreo platform. This guide covers the most common tasks you will perform as an MSP administrator, as well as guidance for resolving issues your end users may encounter in ThreoAI.
Common Tasks
Section titled “Common Tasks”Delegating to a Customer’s Tenant Management
Section titled “Delegating to a Customer’s Tenant Management”Many administrative tasks for customer accounts — such as managing their users or configuring their AI models — must be performed inside that customer’s tenant session. This guide explains how to use the Delegate Login feature to open a scoped Tenant Management session for any customer without needing their credentials.
Covers how to send a password reset email or re-trigger MFA enrollment for any user. Applies to both MSP users and customer users — customer users are managed through a delegated session.
Covers how to add a new user at the MSP level or within a customer tenant, including setting their product access permissions for ThreoAI, Builder, and Tenant Management.
Explains how to create a custom AI model configuration with a system prompt, allowing you to deploy branded or role-specific AI assistants to your users or customers. Includes guidance on setting vendor, deployment, temperature, and priority.
Sharing LLM Models with Users and Customers
Section titled “Sharing LLM Models with Users and Customers”Covers how to use Access Rules to grant or deny access to specific AI models for individual customers or users. Explains the difference between Customer Rules and User Rules, and how to read the Effective Access status indicators.
Help Desk Tickets
Section titled “Help Desk Tickets”A guide for diagnosing and resolving the most common error users encounter in ThreoAI. Covers two root causes: LLM provider outages and context window limits, with step-by-step resolution instructions for each.
Explains why ThreoAI does not include consumer features found in ChatGPT or Claude.ai, such as web browsing, image generation, and persistent memory. Includes a suggested response script for help desk staff and guidance on when to escalate.
Support Escalation
Your MSP provides Tier 1 support to MSP and customer end users. For issues that cannot be resolved using this documentation, Synthreo supports escalated tickets opened by MSP help desk staff only. Escalations can be submitted by email to help@synthreo.ai.
⚠️ This email address is for MSP help desk staff only. Do not share it with end users.