Terminology

#Organization

An organization is the top-level entity in Fogbender: it contains agents and workspaces.

#Agent

An agent is a Fogbender user—if you can sign into https://fogbender.com/admin, you’re an agent.

#Owner

An owner is an agent role with all priviledges.

#Admin

An admin is an agent role with all priviledges except deleting the organization and promoting agents to owners.

#Agent (role)

An agent is an agent (sorry) role without administrative priviledges, such as creating workspaces and configuring integrations.

#Reader

A reader is an agent role with read-only access to customer conversations, but full access to Internal Conversations.

#Application

An application is an agent role for non-human actors, such as GitHub, or Support Assistant.

#Customer

A customer is the rightmost B in B2B—it’s a company who is buying a or product or service from your company. A customer entity contains rooms and users.

#User

A user represents an individual who works at a customer company.

#Visitor

A visitor is either an anonymous (unknown email) user, or a user (known email) without a customer.

#Visitor inbox

Visitor inbox is a special customer which groups all visitors. Visitors cannot communicate with each other.

#Workspace

A workspace represents an environment (e.g., Production), product, or both. Workspaces house customers and integrations.

#Integration

An integration connects Fogbender with external systems.

#Room

A room is a named, persistent, searchable space for messages and files. A room always belongs to a customer, though some customers are special, like Visitor inbox or Internal Conversations. Room names must be unique within a customer.

#Triage

Whenever a new customer is created (upon the first login of a user from said customer) a Triage room is automatically created—it’s a starting point for all support conversations.