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Understanding multi-tenancy

A multitenant MiaRec deployment serves multiple customer organizations — tenants — from a single installation. Each tenant has its own users, groups, roles, extensions, conversations, and settings, isolated from every other tenant: users of one tenant cannot see the configuration or data of another. Multi-tenancy is designed for service providers, resellers, and BPO contact centers who run conversation intelligence on behalf of other businesses — and it is how MiaRec's own cloud service is delivered.

The System tenant

One tenant is special: the System tenant is the operator-owned tenant your own account lives in. It is pinned as its own menu item (Administration › User Management › System), separate from the Tenants list. Working from the System tenant, with a cross-tenant role, you can:

  • see and manage all tenants, their users, and their settings;
  • hold platform-level settings that customer tenants fall back to (for example, the password policy defaults);
  • access operator-only areas: Licensing, Replication, Jobs, Maintenance, User Authentication, and the cross-tenant dashboard.

Whether an account can see other tenants is controlled by its role's Access scope. Roles created in the System tenant can have the cross-tenant scopes Unrestricted, System, All Tenants, or Selected Tenants; roles inside a customer tenant are limited to their own organization. See People & Access for the general role model.

Tenant self-service

Tenants are self-service to the degree you choose. A tenant administrator can manage their own users, groups, roles, and organization-level settings — reset passwords, adjust role permissions, move users between groups — without operator involvement. Creating a tenant administrator is optional: for a hands-off customer you can create only read-only users and keep all administration on the operator side. The Administration Guide documents everything a tenant administrator can do; settings it marks "managed by your service provider" are the ones that live in this guide.

How conversations reach the right tenant

Each tenant defines association rules — extension semantics plus matching rules — that MiaRec uses to assign captured conversations to the tenant and its users. Extensions themselves are managed centrally by the operator (see Extensions); the matching rules are part of each tenant's configuration (see Tenant configuration).

Enabling multi-tenancy

Multi-tenancy is a system-wide toggle:

  1. Go to Administration › Customization › Multitenancy.
  2. Click Edit Configuration and select the Enable multitenancy checkbox.

Once enabled, the tenant-related areas appear in the Administration menu: Tenants and Extensions under User Management, License usage under Licensing, and the cross-tenant dashboard for operator accounts.

Warning

Multi-tenancy is a foundational deployment choice. Enable it before onboarding customers; converting a populated single-tenant system into a multitenant one is not a routine operation.