MSP Onboarding - Synthreo
MSP administrator guide for Synthreo Canopy - user management, customer delegation, AI model configuration, and help desk resolutions.
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 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 Canopy.
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 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.