MSP Onboarding - Synthreo
MSP administrator guide for Synthreo Canopy: creating users, delegating into a customer tenant, resetting password and MFA, and ThreoAI help desk tickets.
Synthreo Canopy (canopy.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”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 Canopy session for any customer without needing their credentials.
Covers how to send a password reset email, reset a user’s second factor, and disable or re-enable a login, from the Security card on the user’s detail page. 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 the four product-access choices - ThreoAI, Builder, Canopy and Pylon - and the role each new account receives.
Configuring AI Models and the Company System Prompt
Section titled “Configuring AI Models and the Company System Prompt”Explains how to choose which AI models your organization can use and set a single company system prompt that gives them a consistent voice. Custom per-model configuration has been retired; Synthreo manages the underlying models and their credentials.
Covers how to use Sharing to control which customers and users can use a given agent or resource, to see who can use what, and to trace why.
Help Desk Tickets
Section titled “Help Desk Tickets”A guide for diagnosing the send failures users report in ThreoAI. Covers the model-provider errors, the context-limit errors and the rate-limit error, the exact message ThreoAI shows for each, and why the model selector locks part-way through a conversation.
Explains why ThreoAI looks different from ChatGPT or Claude.ai, which capabilities are decided per model rather than per product, what Wingtip adds for document work, and what genuinely is not available. Includes a suggested response script and escalation guidance.
Support Escalation
Your MSP provides Tier 1 support to MSP and customer end users. If an issue needs escalation, have your help desk confirm the current channel and permitted audience with its Synthreo contact.
Escalation to Synthreo runs through the partner channel your onboarding contact gave you. It is for licensed MSP partners and Synthreo staff only: do not hand it to end users or put it in customer-facing material. End users go to your help desk, and you escalate to Synthreo when needed.