--- url: https://docs.oakmega.com/en/glossary.md description: >- Definitions of common terms in OakMega and this help center: workspace, account, platform, friend, member, OakMega Member, tag, blacklist, and Service Center agents, organizations and roles, plus what each is easily confused with. --- This page is the reference for the terms used across this help center. Each entry says what the term means, where you see it in the dashboard, and what it's most often confused with. ## Workspaces and accounts ### Workspace * **What it is**: a brand's or company's OakMega account. Connected communication platforms, members, tags, chatbots and Service Center data all live inside a workspace and are never shared between workspaces. * **Where you see it**: the **Workspace** list after you sign in, where each card is one workspace. The workspace photo at the bottom of the navigation bar opens the **Workspace & Account** menu. * **Often confused with**: your **account**. Your account is the identity you sign in with, and one account can join several workspaces. See [Understand workspaces and accounts](./guide/getting-started/workspace-and-account.md). ### Account * **What it is**: the identity you sign in to OakMega with, i.e. your login email. Language and time zone are account-level settings. * **Where you see it**: the email in the middle of the **Workspace & Account** menu; **Settings › My Account**. * **Often confused with**: * A **workspace** (see above). * The **Account** filter on member lists. That means a **connected platform account** (for example one LINE Official Account or Facebook Page), not a login account. ### Workspace member * **What it is**: someone who has been added to a workspace and can sign in to the dashboard, that is, a teammate. Each one can have a different name, avatar and permissions in each workspace. * **Where you see it**: the **Member** tab of **Settings › Permission Management**. * **Often confused with**: * **Members** in the customer sense. Customers are members; workspace members are the people operating the dashboard. The English interface calls both "Member", so check the context. * **Agents**. A workspace member becomes an agent only after being added to Service Center. ## Platforms and members ### Platform * **What it is**: the LINE, Facebook, Instagram and WhatsApp accounts connected to a workspace, plus SMS (Every8d). Each workspace can connect only 1 LINE Official Account and 1 Every8d account. An Instagram account has to be connected together with its linked Facebook Page. * **Where you see it**: **Settings › Communication Platform Settings**; the platform icons in the bottom-right corner of workspace cards; the **LINE** and **Meta** sections of the navigation bar. * **Often confused with**: email, which isn't a communication platform here. "Channel" means the same thing, but the interface always says **Communication Platform** (or **Platform**). ### Friend * **What it is**: **LINE only**: someone who has added the workspace's LINE Official Account. A friend who blocks the official account is no longer a friend, but their data stays on their LINE member record. * **Where you see it**: **LINE Member Status** on LINE members, which has three values: **Joined OA** (a friend), **Blocked**, and **Not joined OA** (signed in with LINE but never added the official account); the **All LINE Friends** audience option when posting articles; the **Friend Blocked** chatbot trigger. * **Often confused with**: * A LINE member. Being a friend is one status of a LINE member, and a LINE member isn't necessarily a friend. * Facebook, Instagram and WhatsApp, which have no "friends", only members. ### Member * **What it is**: someone who has interacted with your account on a communication platform, kept separately per platform, such as "LINE Member" or "Facebook Member". People become members when they first send a message, add you as a friend, or sign in with LINE through an approved page or form. A member record holds the platform user ID, name, profile picture, and when they joined or blocked. * **Where you see it**: **LINE › Member Management**, **Meta › Member Management**, and the **LINE Members**, **Facebook Members** and other tabs at the top of **Member & Tag › OakMega Member Management**. * **Often confused with**: * An **OakMega Member**. A member is an identity on one platform, while name, phone, email and tags are stored on the OakMega Member. * A **workspace member** (see above). ### OakMega Member * **What it is**: the record OakMega keeps for each member, holding their real name, phone, email, birthday and other member data, their **tags**, and whether they're on the **blacklist**. Every platform member corresponds to an OakMega Member. * **Where you see it**: **Member & Tag › OakMega Member Management**; the **All OakMega Members** audience option when posting articles. On member lists, the Platform filter has a **No Platform** option for OakMega Members without any platform identity. * **Often confused with**: platform **members**. A platform member holds the identity and status on that platform (for example, whether they're a LINE friend); everything else is on the OakMega Member. ## Tags and the blacklist ### Tag * **What it is**: a label applied to OakMega Members, used to target post articles, chatbots and routing links. Every tag sits in a **folder**. There are **Strength Tags** (which record how strongly a tag applies) and **Expiry Tags** (which expire a set time after they're applied). Tag names can be up to 100 characters. * **Where you see it**: **Member & Tag › Tag Management**; **Apply Tag** and **Remove Tag** in a member's side panel. * **Often confused with**: * Platform members. Tags go on the **OakMega Member**, not on one platform's member, although bulk tagging can find people by LINE User ID, Facebook PSID and other platform IDs. * Unlimited use. On the **Free plan** you can have up to 10 tags and can't create extra folders. ### Blacklist * **What it is**: a list of OakMega Members added by **your team**. Blacklisted members don't receive post articles and don't trigger chatbots. Service Center can still message them, and they can still send messages and fill in forms. * **Where you see it**: **Member & Tag › Blacklist**; **Add to Blacklist** and **Remove from Blacklist** in a member's side panel. * **Often confused with**: **blocking**. Blocking is when **the member** blocks your LINE Official Account (their LINE Member Status shows **Blocked**); the blacklist is your team's decision. ## Service Center ### Service Center * **What it is**: where your team replies to customer messages together. Conversations from your communication platforms come into one place and agents share the work. * **Where you see it**: the **Service Center** section of the navigation bar, which contains **Service Center** and **Service Center Data Center**. * **Often confused with**: chatbots, which reply automatically. In Service Center, people reply. ### Agent * **What it is**: a workspace member who has been added to Service Center and can handle conversations. Each agent has one **role**, can belong to several **organizations**, and uses one agent seat. * **Where you see it**: **Service Center Setting › Agent**. People who aren't agents yet see "**Your account has not been added as an agent**" when they open Service Center. * **Often confused with**: a **workspace member**. An admin has to add a workspace member to Service Center before they become an agent. See [Get started with Service Center](./guide/service-center/setup-members-and-organizations.md). ### Organization * **What it is**: a group of agents in Service Center who handle the same kind of conversations, for example by brand, store or topic. The system assigns conversations to organizations based on **Assigned Account** and **Assigned Tag**. * **Where you see it**: **Service Center Setting › Organization**. * **Often confused with**: a **workspace**. One workspace can have many Service Center organizations. ### Default Organization * **What it is**: a special organization every Service Center has. A conversation goes to it when it can't be assigned to any regular organization, or when it matches the conditions of several. The default organization can't have distribution conditions and can't be deleted. * **Where you see it**: the row labeled **Default Organization** in the list at **Service Center Setting › Organization**. ### Role * **What it is**: the dashboard has two kinds of role, and both are sets of permissions: * A Service Center **Role** decides which conversations an agent can see and handle, such as "Manager" or "Agent". It's set at **Service Center Setting › Role**. * A Permission Management **Identity** decides which feature pages a workspace member can use. It's set at **Settings › Permission Management › Identity**. * **Often confused with**: each other. They're configured separately. If someone can't see a feature page, check their Permission Management identity; if they can't see certain conversations, check their Service Center role. ### Agent seats * **What it is**: the maximum number of agents Service Center can have. Seats are activated per workspace and aren't tied to the Free, Pro or Enterprise plan. * **Where you see it**: **Agent Seats Used** at the top of **Service Center Setting › Agent**. When seats run out you'll see **Service Seats Full**. To add more, contact your OakMega sales representative. ## Plans ### Plan * **What it is**: the OakMega plan a workspace is on: **Free**, **Pro** or **Enterprise**. Some features need Pro or above, such as member management, the blacklist, group conversations and message templates. On the Free plan, tags, chatbots, deep links and similar features have quantity limits. * **Where you see it**: the plan badge in the bottom-left corner of each card on the workspace list. When you use a feature your plan doesn't include, you'll see an **Upgrade Plan** screen or "**You've discovered a new feature!**". * **Often confused with**: features that need extra activation. Booking Center, Passes, approved pages and forms also need to be activated for the workspace, not just the right plan. If you see "**Please contact your OakMega project representative to upgrade**", contact your OakMega representative.