ThreoAI Product Features Missing
Why ThreoAI looks different from ChatGPT or Claude.ai: which capabilities are per-model badges, what Wingtip adds, and a response script for help desks.
Product: ThreoAI
Ticket Type: Feature Expectation / User Education
Symptom
Section titled “Symptom”A user reports that ThreoAI is missing something they are used to in ChatGPT or Claude.ai:
- “There’s no image generation”
- “I don’t see plugins”
- “There’s no voice mode”
- “It can’t generate PowerPoint files”
Most of these tickets are not missing features. They are one of three things: a capability that is decided per model rather than per product, a capability that lives in a different part of the product than the user is looking, or a genuinely absent feature. Sort the ticket into one of those three before answering.
First: capability is usually per model, not per product
Section titled “First: capability is usually per model, not per product”ThreoAI does not have one fixed feature set. Each model advertises what it can do, and the model picker in the composer shows a badge on every model that carries a capability. The five badges are:
Web search · Code · Image gen · Computer use · Reasoning
So “ThreoAI can’t generate images” is nearly always “the model this user picked has no Image gen badge”, or “no model your MSP has enabled for this customer carries that badge”. Ask the user which model they selected, and have them look at the badges on the list before you escalate anything.
One related trap: the model selector locks once a conversation has messages. To try a different model the user must start a new chat and choose before sending the first message.
What ThreoAI actually has
Section titled “What ThreoAI actually has”| Capability | Where it is in ThreoAI |
|---|---|
| Web search | On models carrying the Web search badge |
| Image generation | On models carrying the Image gen badge |
| Code execution | On models carrying the Code badge |
| File uploads and analysis | Attach files with the + control in the composer |
| Memory across conversations | On by default. The user controls it under Profile then Memory with the Memory enabled switch |
| Experts (reusable personas) | Experts in the sidebar; users create and edit their own under Studio |
| Connectors and skills | Studio then Capabilities, which has Connectors and Skills sub-tabs |
| Company-specific agents | Agents in the sidebar, listing agents built on the Synthreo platform |
| Projects | Projects in the sidebar |
| Document and multi-step work | Wingtip, selected from the product toggle at the top of the sidebar |
| Org-wide model choice and system prompt | Configured by your MSP in Canopy, not by the end user |
Wingtip is the answer to most “it can’t do X” tickets
Section titled “Wingtip is the answer to most “it can’t do X” tickets”The sidebar has a product toggle with two options:
- Threo - “Fast AI chat for questions, research, files, and everyday tasks.”
- Wingtip - “An AI agent for complex tasks that can plan, use tools, run code, and complete multi-step work.”
Wingtip is where template-based document production lives. It starts from branded .pptx, .potx, .docx and .xlsx templates uploaded for the organization, and produces office documents that can be previewed and downloaded in the app.
Do not send every document request to Wingtip, though. Ordinary Threo chat has its own document export tool: ask the model to export or download and it turns what is in the conversation into a Word, PDF, PowerPoint, CSV or Markdown file. That path needs no Wingtip entitlement, so try it before escalating - see Tools and Capabilities. Reach for Wingtip when the user needs the organization’s branded template, or multi-step work behind the document.
Wingtip is gated per customer. If the toggle is not visible for a user, that customer is not entitled to it, and the request goes to your MSP rather than to a setting the user can change.
What genuinely is not available
Section titled “What genuinely is not available”- Voice mode. There is no voice or dictation surface anywhere in ThreoAI. This one is a real gap, not a configuration.
- Consumer plugin stores. ThreoAI has no equivalent of a public plugin marketplace. The nearest equivalent is Studio then Capabilities, where the connectors and skills your organization has made available appear.
- Anything a model does not advertise. If no enabled model carries the badge, the capability is not reachable in that tenant no matter how the request is phrased.
Why the difference exists
Section titled “Why the difference exists”ThreoAI is an enterprise AI workspace administered by your MSP, not a consumer app with one global feature set. Three things explain nearly every ticket of this kind:
Your MSP decides which models are available. Model availability is managed centrally in Canopy, along with the organization’s system prompt. Because capabilities ride on models, the model list your MSP enables is what determines the feature set the user sees.
Capability is advertised, not assumed. ThreoAI only offers a tool when the model’s own capability data says it is supported, rather than exposing a control that would fail at run time. That is why the badges exist and why the answer to a feature question is usually “which model?”.
Customization beats a generic assistant. Rather than a public catalogue of generic assistants, your MSP can build purpose-built Agents in Pylon that are wired into your own ticketing, knowledge bases, and workflows.
Responding to Users
Section titled “Responding to Users”When a user asks about a missing feature, the recommended response is:
“ThreoAI is your company’s AI workspace, managed by [MSP Name]. What it can do depends on the model you pick: the model list shows a badge for web search, code, image generation and so on, so it is worth checking the badges before assuming a feature is missing. Note that the model is locked once a conversation starts, so start a new chat to try a different one. For a document, ask the model to export the conversation and it will hand back a Word, PDF or PowerPoint file; for branded decks and bigger multi-step reports, switch to Wingtip using the toggle at the top of the sidebar. If the capability you need is not on any model available to you, tell us what you are trying to do and we will look at whether we can enable it.”
When to Escalate
Section titled “When to Escalate”Escalate to your MSP when a user has a legitimate business need the current configuration cannot meet. Options your MSP can look at:
- Enabling a model that carries the capability the user needs, in Platform Admin
- Enabling Wingtip for the customer, if document or multi-step work is the need
- Adding a connector or skill so the capability appears under Studio then Capabilities
- Building a purpose-built agent on the Synthreo platform, which then appears under Agents in ThreoAI
- Adjusting the company system prompt in Platform Admin
Document the user’s use case, and the model they were using, when escalating.