Key ideas
Ten ideas explain almost everything in Facia.
#Server (business)
One brand on Facia, with its own name, logo, handle, address, clients, groups and settings. In the app it's called a business, and on the Facia front page a server. Clients of one business never see another.
#Workspace
The team account behind one or more businesses. Staff, the AI bot, the activity log and some settings (time zone, AI, payments) live at the workspace level. A workspace with two brands has two businesses that share one team.
#Roles
| Role | In short |
|---|---|
| Owner | Everything, including other admins, AI keys and deleting things for good |
| Admin | Everything in the business except owner-only settings |
| Manager | Runs agents and sees analytics. Never sees payments or photo readings |
| Agent | Answers clients. Extra powers are per-person permissions |
| Client | The people you support. Guests have no login yet |
#Chats
- Support chat: one private chat per client with your team. It lives in your business's inbox.
- Team chat: your staff room, one per business.
- HQ chat: where the Reporter and the AI bot post for the owner and admins.
- Groups: clients talk to each other under random names. See Groups and channels.
- Channels: only your team posts; clients read and react.
- Direct messages between staff.
#Conversations
A support chat is one long thread. A conversation is a stretch of it: a new conversation starts after a quiet gap (10 minutes by default). Open, waiting, first reply, resolved and the analytics all count conversations, not messages.
#Tiers
Every client is a Guest, Verified, VIP or Spam. Tiers decide which groups, blocks, apps and games they get. Guests become Verified through the Get verified flow, and VIP comes from a level or an invitation. Spam is a team-only label.
#Aliases
In groups, games and leaderboards, clients appear to each other under a random two-word name such as "Silver Fox". Your team sees the real name next to it. A client always sees their own real name.
#HQ
The staff control room at /hq: Overview, Analytics, Clients, Payments, Team, Activity, Bots, Live TV and Settings. Which tabs you see depends on your role and permissions. See HQ.
#Features
Built-in parts you switch on per business, in HQ → Settings → Features. Some need others: coins need Verified clients, and Hot Potato needs coins. The Facia team can also make a feature unavailable for a business. See Features and the feature table.
#Mounts
The places where blocks and apps can show up: under the chat header, in Membership, at the top of the Verified group, and on the Games & more page. You choose the mount when you create a block or register an app.