OneReach.ai Documentation

System accounts, providers, and adapters

System accounts

There are three System accounts:

  • OneReach (aka Provider account): contains Providers as well as the backend for OneReach.ai solutions. The only account where users can be assigned the Super Admin permission level.
  • Sandbox: stores OneReach.ai content (Bots, Flows, Steps, Views, and Cards) and manages every environment's Library. Changes made to any of the entities in the Sandbox are reflected in the Library.
  • Dashboard: contains settings for Action Desk and is used by Action Desk dashboard admins.

Access to any of the System accounts is provided only upon request.

Providers

Providers are Flows (or services) that:

  • can be assigned a Super Admin permission level
  • can be used by all platform products
  • exist only in the OneReach Provider account

Providers exist on all environments. A provider example is an HTTP Flow that sends Slack messages and creates new accounts, or an RWC Flow that submits tickets in Zendesk. It is forbidden to make any uncoordinated changes to the providers.

Adapters

Similar to providers, adapters are also Flows or, in other words, ready-to-use backend solutions for toolkits and Steps. Adapters are downloaded into your account, are visible in the Bot they have been installed in, and have the same assigned permission level as your user. For example, you are using the Step that sends a response to an incoming e-mail. The Step's backend is an adapter Flow downloaded and activated in your account. For the Step to work and send your response, the adapter Flow runs in the backend every 5 seconds to check for any incoming e-mails. Once the e-mail is received, the Step sends your response to that.