# Key ideas

> Servers, workspaces, roles, clients, tiers, chats, HQ and features, and how they fit together.

# 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](https://docs.facia.chat/reference/roles-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](https://docs.facia.chat/business/community).
- **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](https://docs.facia.chat/business/membership) 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](https://docs.facia.chat/business/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](https://docs.facia.chat/business/features) and the [feature table](https://docs.facia.chat/reference/features).

## 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](https://docs.facia.chat/business/blocks) or register an [app](https://docs.facia.chat/build/overview).