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Tell clients what your portal is called and where to get help, and decide whether the AI assistant is on. This page is for MSP administrators.

Before you start

  • You need Launch Center manage access, or tenant settings access.
  • Have a monitored support email address ready. Clients will see it.
  • Pick a short portal name your clients already associate with your MSP.

Set the support identity in Launch Center

1

Open the step

Go to Launch Center and select Organization and support in Launch steps. It is in the Portal setup phase.
2

Enter your details

Under Client-facing details, enter your Portal name, Support email, Support phone, and Website. The portal name can be up to 100 characters. Enter the website as a full web address, such as https://example.com.
3

Save with Continue

Click Continue. It saves your changes and confirms the step. If a field shows an error, fix it and click Continue again.
The step records your review. Entering an address does not check that the mailbox receives mail. Send a test message to confirm. The same support email and portal name appear on the Context tab of the AI settings below.

Set the AI context and access

1

Open the AI tab

Go to Settings > Tenant and click the AI tab.
2

Choose who can use AI

On General, turn Enable all AI-powered features on or off. Turn Enable AI features for client users on or off to control what company users see. When it is off, company users see non-AI screens and your team keeps AI.
3

Add your contact details

On Context, enter the Portal name, Support Email, Support Phone, Sales Phone, Emergency Phone, Business Hours, Website URL, and General Notes. The assistant can share these with users. Do not enter passwords or other secrets.
4

Save

Click Save Settings in the page header.
The Home page tab customizes the AI Home welcome screen, and Assistant panel sets the starter questions people see. Enabling AI does not give anyone access to data their role and company scope do not allow.

Check the client experience

1

Open Home as a client

Use your approved client-review or impersonation process and open Home with a company user role.
2

Look for the assistant

Check that the assistant and shortcuts you expect are there. If not, recheck the two AI switches and the user’s role.
The support email is separate from ticket delivery and from sending-domain verification. Set each one on its own.

Troubleshooting

Frequently asked questions

No. Save the support email and portal name, then confirm the step in Launch Center.
No. Company scope and permissions still apply.
No. Set ticket delivery separately in ticket settings.