> ## 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. # Plans and roles > What each of OMNI's roles may do, how custom roles work, and how plans are built from features. Two things decide what someone sees in OMNI: the **roles** they hold, and the **plan** their account is on. A role says what a person may do. A plan says what the account has. A screen appears only when both allow it. ## The six shared roles Every account starts with six roles. They work the same in every account. A member can hold more than one, and gets everything each of them allows. | Role | Who it is for | What it may do | | - | - | - | | **Owner** | The person responsible for the account | Everything the account can do. On a reseller account, this includes managing customers and allocating credit to them. | | **Admin** | People who run the account day to day | Everything an Owner can do, except managing a reseller's customers and allocating credit. | | **Billing** | Finance | See the balance, the transactions and the plan, and who is on the team. No messages or contacts. | | **Support** | Agents who talk to customers | Read and reply in the Inbox, send messages and broadcasts, manage contacts, and label conversations. Day-to-day work in the batteries. No settings, no billing. | | **Viewer** | People who only need to look | Read the Inbox, contacts, the Delivery report and Downloads, and view what the batteries hold. Can't send or change anything. | | **Reseller** | People who look after a reseller's customers | See the balance and transactions, manage customers and allocate credit to them, and see the team. | ### Role by role, in detail | | Owner | Admin | Support | Viewer | Billing | Reseller | | - | :-: | :-: | :-: | :-: | :-: | :-: | | Read the Inbox, Broadcasts, Delivery report, Downloads | ✓ | ✓ | ✓ | ✓ | | | | Send messages, reply, start broadcasts | ✓ | ✓ | ✓ | | | | | See contacts | ✓ | ✓ | ✓ | ✓ | | | | Add, edit, import and delete contacts | ✓ | ✓ | ✓ | | | | | Make and apply conversation labels | ✓ | ✓ | ✓ | | | | | Save Inbox views for the whole team | ✓ | ✓ | | | | | | | Owner | Admin | Support | Viewer | Billing | Reseller | | - | :-: | :-: | :-: | :-: | :-: | :-: | | Set up and connect channels | ✓ | ✓ | | | | | | Register SMS sender IDs and templates; manage WhatsApp and RCS templates | ✓ | ✓ | | | | | | Route Voice numbers and design IVRs | ✓ | ✓ | | | | | | See calls | ✓ | ✓ | ✓ | ✓ | | | | Place calls | ✓ | ✓ | ✓ | | | | | Manage API keys and webhooks, and see the request log | ✓ | ✓ | | | | | | | Owner | Admin | Support | Viewer | Billing | Reseller | | - | :-: | :-: | :-: | :-: | :-: | :-: | | Change workspace settings | ✓ | ✓ | | | | | | See the team | ✓ | ✓ | ✓ | | ✓ | ✓ | | Add and remove members, give roles, make custom roles | ✓ | ✓ | | | | | | See the balance and transactions | ✓ | ✓ | | | ✓ | ✓ | | See the plan and modules | ✓ | ✓ | | | ✓ | | | Switch to another plan | ✓ | ✓ | | | | | | Manage a reseller's customers and allocate credit; branding | ✓ | | | | | ✓ | | | Owner | Admin | Support | Viewer | | - | :-: | :-: | :-: | :-: | | AI Agents: set up agents | ✓ | ✓ | | | | AI Agents: approve plans, see agent activity | ✓ | ✓ | ✓ | see activity | | Knowledge: view | ✓ | ✓ | ✓ | ✓ | | Knowledge: manage | ✓ | ✓ | ✓ | | | Calendar: view / book / manage | all | all | view, book | view | | Catalogue: view | ✓ | ✓ | ✓ | ✓ | | Catalogue: manage products | ✓ | ✓ | | | | Orders: manage | ✓ | ✓ | ✓ | | | Customer data: manage sources and audiences | ✓ | ✓ | | | | Pipelines: view | ✓ | ✓ | ✓ | ✓ | | Pipelines: manage deals | ✓ | ✓ | ✓ | | | Tickets: view | ✓ | ✓ | ✓ | ✓ | | Tickets: manage | ✓ | ✓ | ✓ | | Billing and Reseller have no battery permissions. Each battery's own page says more: see [Batteries](/batteries/overview). These are the roles as OMNI ships them. The operator who runs your OMNI can adjust what a shared role carries, and that change applies to every account. ### Rules for giving roles * **You can only give a role whose permissions you already hold.** An Admin can't make someone an Owner and pick up an Owner's powers that way. * **Only an Owner can give the Owner role.** * **Nobody changes their own roles, or removes themselves.** Another admin does. * **Team size follows the plan.** When the plan limits team members, the panel shows how many seats are used, and refuses a new member once they are all taken. ## Custom roles On a plan that includes custom roles, an account can make roles of its own, such as "Sales rep", from the same permissions the shared roles use. They appear beside the shared roles, marked as yours, and only your account can see or give them. A custom role can only carry what your account may do. On a reseller's customer account, that also means nothing the reseller itself can't do. See [Team and roles](/using/team-and-roles). ## Plans A plan is a set of **features**. A feature is either switched on or off (custom roles, single sign-on, the audit log, reseller accounts, API access, each channel, each battery) or a **limit** (how many team members may sign in). **The operator decides what each plan includes, what it costs and what it is called.** As an example of how plans are often built: | Example plan | Who it suits | Features | | - | - | - | | **Starter** | Small teams getting set up | Up to 5 team members, API access | | **Growth** | Growing teams | Up to 25 team members, custom roles, API access, audit log | | **Enterprise** | Large organisations and resellers | Unlimited team members, custom roles, API access, audit log, single sign-on, reseller accounts | Your own plan may look nothing like this. The panel always shows what yours includes, under **Plan**. FireFlo can also change a single feature for your account without changing your plan. See [Plan and modules](/using/plan-and-modules). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.