> ## Documentation Index > Fetch the complete documentation index at: https://omni.fireflo.au/llms.txt > Use this file to discover all available pages before exploring further. # Concepts > The ideas OMNI is built on: accounts, resellers, plans and features, roles, modules, connections and consent. A few ideas explain almost everything in OMNI. Read this page once and the rest of the panel will make sense. ## Accounts An **account** is one business. Everything belongs to an account: its contacts, conversations, broadcasts, balance, team and settings. Nothing is shared between accounts. People sign in as **members** of an account. Each member holds one or more **roles**, and the roles decide what they may see and do. See [Plans and roles](/get-started/plans-and-roles). Each account has its own business name, timezone and date format. The timezone is used for scheduled broadcasts and for dates written into messages. ## Resellers and their customers Some accounts are **resellers**. A reseller sets up accounts for businesses of its own, its **customers**. It puts each one on a plan, funds them with credit from its own balance, and can add a markup on top of its prices. * A reseller's customer is an ordinary account. It runs its own team and sees the panel under the reseller's brand: name, logo, colour and, once set up, its own web address. * A customer can never do more than its reseller can. Its roles are limited to what the reseller's account may do. * A reseller's customer can't have customers of its own. * FireFlo turns an account into a reseller. It isn't something an account can switch on for itself. See [Resellers](/using/resellers) and [Branding](/using/branding). ## Plans and features A **plan** is what an account has bought. It is made of **features**. Some features are switched on or off (custom roles, API access, reseller accounts, each channel). Others are limits (how many team members may sign in). FireFlo decides what each plan includes and what it costs. FireFlo can also change one feature for one account without changing its plan. The panel always shows the result: what *your* account has today. A plan has a monthly price and, often, a trial. Payment is offline (bank transfer or cheque). Your paid time starts once FireFlo records the payment. If a payment falls due, sending, campaigns and agents pause until it is recorded. See [Plan and modules](/using/plan-and-modules). ## Roles and permissions A **role** is a set of permissions, such as "send messages", "manage contacts" or "see the balance". OMNI starts every account with six shared roles: **Owner**, **Admin**, **Billing**, **Support**, **Viewer** and **Reseller**. On a plan that includes them, an account can also make **custom roles** of its own. Permissions decide what you can do. The plan decides what the account has. A screen appears only when both allow it. That is why two people in the same account can see different menus. ## Modules OMNI is built from modules, in three kinds. SMS, WhatsApp, RCS and Voice. How messages and calls leave and arrive. AI Agents, Calendar, Catalogue, Customer data, Pipelines and Tickets. More the panel can do. A plugin that opens the account to your own systems. A module is part of your account when your plan includes it. A **channel** also has to be **connected** before it sends. The Inbox, Contacts, Broadcasts and the Delivery report work the same however many channels are on, and they grow as you add more. ## Connections: FireFlo's or your own Each channel needs a connection to the networks that carry its messages. For most channels there are two choices: FireFlo provides the connection. Nothing to set up: for SMS it is included, and for WhatsApp FireFlo hosts a number for you, with no Meta setup. Messages are priced from your account's price list and shown under [Billing](/using/billing). You bring your own: your own SMS gateway's address and login, or your own WhatsApp Business Account in your own Meta Business account. Credentials are encrypted when saved and never shown again. You can switch back to FireFlo's connection later without losing your saved details. Which choices you have depends on what FireFlo offers on your platform and, for a reseller's customer, on whether the reseller allows its own connection. Each channel's page explains its options: see [Channels](/channels/overview). ## People and consent A **contact** is one person, identified by their phone number. They are the same contact on every channel, with one thread in the Inbox. OMNI checks every message against what the person has said before it sends: | Rule | What it stops | | - | - | | **Opt-out** | A person who replies **STOP** (or UNSUBSCRIBE, OPTOUT, CANCEL, END, QUIT) on any channel stops messages they didn't ask for. **START** (or UNSTOP, SUBSCRIBE, OPTIN) undoes it. One-time codes still go. | | **Do not contact** | A hard no, set by your team on the contact's page. Nothing reaches the person: not a campaign, not a reply, not a one-time code. It can last forever or lift on a date. | | **Quiet hours** | A person's own quiet hours, in their own timezone, hold marketing messages. Messages they asked for still go. | An opt-out is kept even if the contact is deleted and later added again, and an import never removes one. Each broadcast says whether it is **marketing** or **an update the person expects**. Marketing skips people who stopped offers; an update skips only people who stopped everything. The [Customer data](/batteries/customer-data) battery adds finer control on top: stops per channel and per purpose, opt-in for marketing, and a preference page. ## What to read next What each role may do, and how plans are put together. Your first hour: connect a channel, add contacts, send, reply. 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