Adding a New Customer

This guide explains how to create a new customer tenant in Synthreo’s Canopy system.

Prerequisites

• Access to the Canopy portal
• Administrative privileges

Steps to Create a Customer

1. Access Canopy

1. Go to https://canopy.synthreo.ai
2. Log in with your administrative credentials

2. Navigate to Customer Creation

1. Click Customers in the left sidebar
2. Click New Customer to open the Onboard a New Customer dialog

3. Fill in Customer Details

Complete the onboarding form:

Basic Information

• Customer Name: Enter the company’s full legal name
• Region: Select the appropriate region (e.g., EU)

Note

Parent Customer and Trial Period appear only for Synthreo root administrators. Parent Customer sets where the new tenant sits in the hierarchy; Trial Period (7, 14, or 30 days, or Custom) sets an initial trial. If you do not see these fields, they are managed by Synthreo.

Hierarchy Permissions

• Can add customers: Enable if this customer should be able to create sub-customers
• Their customers can add customers: Enable if sub-customers should also be able to create their own sub-customers

Owner / Contact Information

• Email: Primary contact email for the customer account
• First Name: First name of the primary contact
• Last Name: Last name of the primary contact

User Permissions

Initial permissions for the owner account:

Permission	Purpose
Canopy	Access to manage users and settings
Builder	Access to the Synthreo Builder application
ThreoAI	Access to the ThreoAI application

4. Customer Setup Completion

1. A setup email is automatically sent to the customer’s email address
2. The customer receives instructions to complete their account setup
3. Once the customer completes setup, onboarding is finished

Note

The setup link in the email is valid for 7 days. If the customer doesn’t complete setup in time, you can resend the welcome email.

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The Customer Detail Page

Once a customer exists, open it from the Customers list to manage it on its detail page. Click the customer’s row - the whole row is the link; there is no menu button and no expand arrow.

The page is organized into eight tabs:

Tab	What you manage
Detail	Core information and controls (see below)
Billing	Customer access and billing information (see below)
Users	The customer’s user accounts - add users, resend welcome emails, manage permissions. See Adding a New User
Accounts	App-level access per app (Canopy, ThreoAI, ThreoBuilder, Pylon), including Delegate Login and Sign In As. See Sign In As and Delegate Login
Customers	The child tenants beneath this customer
Authentication	The customer’s SSO enforcement, auto-provisioning rules, and the resulting provisioned-user and deny lists, all on one tab. See SSO and Auto-Provisioning
API Keys	Who in the customer may create API keys, and active-key revocation. See API Keys
Features	The feature flags enabled for the customer (see below)

Note

SSO provisioning and SSO access used to be two separate tabs. They are now merged into the single Authentication tab. Old bookmarks to the SSO Access tab still work - they redirect to Authentication.

Each tab is deep-linkable: /customers/info/<id>?tab=features opens the customer straight on its Features tab. The Accounts tab additionally remembers which app you were looking at, for example ?tab=accounts&accountsApp=pylon.

Detail tab

The Detail tab holds the customer’s core information (ID, Region, Parent, Name) and these controls:

• Hierarchy permissions - Can Add Customers and Descendants Can Add Customers.
• Country-lock LLM inference - keep the customer’s AI inference in-country. This is the per-customer version of the data residency setting.
• Branding - separate light and dark logo uploads, so branding renders correctly against both themes.
• MFA Method Configuration - which MFA methods the customer’s users may use, with the same migrate-on-disable option described in Settings.
• Danger Zone - Delete Customer (permanent).

Billing tab

The Billing tab has two parts:

• Billing Information - Business ID, Tax ID, Billing Name, and Address (read-only here).
• Customer Access - enable or disable the customer and set a Trial Expiration Date. These controls are managed by Synthreo root administrators.

Features tab

The Features tab is a per-customer feature-flag table (Feature, State, Source, Notes). A feature without an explicit setting falls back to the system default; the Source column shows whether a value is a system default, an admin override, or from a plan. Flags include Connectors (MCP), Wingtip, Skills, user-added custom connectors, user-uploaded custom skills, and Wingtip live HTML preview. Some flags are marked “fail-closed,” meaning they block access if the backing service cannot be reached.

Deleting a customer

Use Delete Customer in the Detail tab’s Danger Zone to remove a child customer tenant. Deletion is permanent and removes the customer’s tenant along with its users and configuration, so confirm before you proceed.

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Troubleshooting

Issue	Cause	Fix
New Customer button not visible	Insufficient administrative privileges	Verify your account has the Owner or Admin role in Canopy
Customer not appearing in the Customers list after creation	Page not refreshed	Reload the Customers page; new tenants appear immediately after creation
Clicking a customer does nothing	You clicked outside the row, or the list failed to load and is showing “Couldn’t load customers.”	Click anywhere on the customer’s row; if the error banner is showing, check your access or connection and retry
New Customer is disabled	Your organization does not have Can add customers enabled	That setting lives on your organization’s own record and is managed a level up in the hierarchy; ask your parent organization’s administrator to enable it
Customer did not receive setup email	Email address entered incorrectly, or email landed in spam	Verify the email address in the customer record, then resend the welcome email
Setup link expired	Customer did not complete setup within 7 days	Use the resend welcome email workflow to issue a fresh setup link

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FAQs

Can I edit a customer’s details after creation? Yes. Navigate to the customer in the Customers list, open their detail page, and update any fields. Changes to the customer name or region take effect immediately.

What is the difference between “Can add customers” and “Their customers can add customers”? “Can add customers” controls whether the new tenant itself can create sub-tenants beneath it. “Their customers can add customers” extends that ability one level further, allowing the new tenant’s sub-tenants to also create their own sub-tenants.

How many levels of customer hierarchy are supported? The platform supports multi-level nesting. Each level of the hierarchy is managed through the same Customers screen, with each tenant only able to see and manage the tenants directly beneath them.

Can I assign additional users to a new customer immediately after creation? Yes. After the customer is created, navigate to the customer’s detail page and add users from the Users tab. See Adding a New User for step-by-step instructions.

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Next Steps

After creating a new customer:

• Add users to the customer account
• Configure customer-specific settings
• Set up initial access permissions