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. 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.
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.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.Channels
SMS, WhatsApp, RCS and Voice. How messages and calls leave and arrive.
Batteries
AI Agents, Calendar, Catalogue, Customer data, Pipelines and Tickets. More the
panel can do.
OMNI API
A plugin that opens the account to your own systems.
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's connection
- Your own connection
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.
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:
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 battery adds finer control on top:
stops per channel and per purpose, opt-in for marketing, and a preference page.
What to read next
Plans and roles
What each role may do, and how plans are put together.
Quickstart
Your first hour: connect a channel, add contacts, send, reply.