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
• Your own organization must have Can add customers enabled, or the New Customer button stays disabled

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. Required.
• Region: Select the region the tenant is created in. Required. The region also decides whether Pylon can be granted - see User Permissions below.

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: whether this customer can create sub-customers.
• Their customers can add customers: whether those sub-customers can in turn create their own.

Caution

Both checkboxes are greyed out unless you are a Synthreo root administrator. A partner administrator sees them disabled in this dialog and cannot set them at creation time. You can set them afterwards on the new customer’s Detail tab, provided your own organization has Can Add Customers enabled. Their customers can add customers also stays disabled until Can add customers is ticked, and unticking the first clears the second.

Owner / Contact Information

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

User Permissions

The section is labelled Create user permissions (with owner role). These are the applications the owner account is created with:

Permission	Behaviour
Canopy	Optional. Tick it to give the owner access to the admin portal - users, settings, and the customer’s own sub-customers.
Pylon	Optional. Disabled when the selected region does not offer Pylon; the tooltip then reads “Pylon is not available in the selected region.” Changing the region to one without Pylon clears the tick.
ThreoAI	Always ticked and always disabled. The tooltip reads “ThreoAI is included for all customers.”

Caution

There is no Builder checkbox. This dialog offers Canopy and Pylon, and the create request sends Builder explicitly off, so the owner account is created without a Builder permission. If a screenshot or an older runbook tells you to tick Builder here, it is out of date. This is about this one onboarding path: Builder remains a supported application with its own permission, and you can grant it to any user afterwards from the Add User dialog.

4. Customer Setup Completion

1. A setup email is 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, open their user record and use Resend Invitation - see Adding a New User.

---

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 carries these 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 invitations, 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). Shown only to administrator accounts

Note

The first seven tabs are always present. Features is not: it renders only for an administrator account, and a ?tab=features deep link opened without that access falls back to Detail rather than showing an empty tab.

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 - ?tab=sso-access redirects 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 opens on a Customer Information card holding the customer’s core fields (ID, Region, Parent, Name - only Name is editable) and these controls:

• Hierarchy permissions - Can Add Customers and Descendants Can Add Customers. Can Add Customers is editable only when the customer’s parent organization has that permission itself; Descendants Can Add Customers stays disabled until Can Add Customers is ticked. Use Save Changes to apply.
• Country-lock LLM inference - keep the customer’s AI inference in-country. This checkbox appears only when the country-lock feature is enabled for the customer; it 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). The button is disabled on your own organization.

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.

Note

A delete can be refused for reasons other than “it still has children” - billing or usage rows that reference the customer block it too. Canopy shows the reason the server gives rather than guessing, so read the error before deleting anything else.

---

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, or the customer list failed to load	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. If the list is showing an error banner, retry first
The hierarchy checkboxes are greyed out in the dialog	They are configurable at creation time by Synthreo root administrators only	Create the customer, then set them on its Detail tab
Pylon cannot be ticked	The selected region does not offer Pylon	Pick a region where Pylon is available, or grant Pylon later once it is offered there
Customer did not receive setup email	Email address entered incorrectly, or email landed in spam	Verify the email address in the customer record, then use Resend Invitation on the user
Setup link expired	Customer did not complete setup within 7 days	Use Resend Invitation to issue a fresh setup link

---

FAQs

Can I edit a customer’s details after creation? Yes. Open the customer from the Customers list and edit on the Detail tab. The Name is editable there; ID, Region and Parent are read-only.

Why can’t I tick Builder? Because this dialog does not offer it. It creates the owner with Canopy, Pylon and ThreoAI permissions only, and sends Builder explicitly off. Builder is still a supported application with its own permission and its own role catalog - it is simply not part of customer onboarding. Grant it afterwards from Add User if the customer needs it.

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. In the New Customer dialog both are set by Synthreo root administrators only; afterwards they are editable on the customer’s Detail tab.

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.

---

Next Steps

After creating a new customer:

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