THEO is the conversational AI assistant built into The One Stack platform. It appears across every product — in the portal, the desktop app, the hub-bar overlay, and client-facing channels — giving MSP technicians, administrators, and end users one consistent place to ask questions, take action, and get answers.
THEO is not a single model. It is a six-layer pipeline that assembles your org's live data, your team's long-term memory, a per-user personality, domain tools (PSA, RMM, security, GitHub, web), quality scoring, and a prompt registry — then routes each query to the right specialist model.
Where THEO Appears
THEO is available in several places simultaneously:
-
Hub portal (
app.theonestack.com) — the full chat interface with conversation history, memory, and all domain tools - Hub-bar overlay — a persistent overlay on top of every product; inherits the context of the product you are viewing
- THEO desktop app — available for Mac (arm64 and x64), Windows, and Linux; runs the same interface as the portal
- Voice, SMS, and email channels — clients can reach THEO without opening a portal; voice calls are transcribed and analyzed
- Client portal (HCP) — end users can chat with THEO for self-service requests, scoped to their own contact data
The Two Layers Behind THEO
THEO operates through two coordinated systems:
Tier Zero is the safety and orchestration layer. It decides what THEO is allowed to do, in which mode, for which client, and whether a human needs to approve before anything happens.
The THEO service is the conversational surface: chat, memory, personality, Custom GPTs, the org knowledge base, domain tools, voice, and report generation.
Trust Tiers Overview
Every interaction THEO handles is associated with a trust tier that governs how much authority THEO has to act:
- Guest — unauthenticated or unverified callers; read-only and heavily restricted
- User — authenticated HCP (client portal) users; scoped to their own contact data and requests
- Elevated — MSP staff members with standard access; can use most domain tools based on their role
- Admin — org admins and platform owners; broadest access, including settings and sensitive tools
Trust is verified through your platform session. For actions that require higher assurance, THEO can issue a challenge (PIN, push notification, WebAuthn, or magic link) to confirm identity before proceeding.
FAQ
Do I need to configure anything to use THEO?
No setup is required for basic chat. PSA integration (ConnectWise, Autotask, Halo) is included with THEO on the Starter tier and above — no Business-tier upgrade is needed — and requires configuration under THEO → Settings → PSA Connect.
Does THEO use the same data across all products?
Yes. THEO assembles a live org context from your connected products each time you chat, so it sees tickets, devices, incidents, and billing in one view regardless of which surface you use.
Is THEO available on the free plan?
Yes. Free tier includes chat and basic tools with a dynamic daily usage cap. Long-term memory requires a paid plan; Custom GPTs require the Business tier.