When a screen is missing
The four gates a section has to pass to appear, where each one is configured, and why hiding a menu entry is not security.
Last updated: September 30, 2026
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The four gates a section has to pass to appear, where each one is configured, and why hiding a menu entry is not security.
Last updated: September 30, 2026
You added someone to your team and they say "I don't have Reports"; you look in your own panel and there it is. This is almost never a bug — it is the result of a setting, but you need to know which one. This article explains the four gates a section has to pass, where each gate is configured, and how two of them work together.
💡 If you would rather start from the symptom, the step-by-step checklist lives in its own guide: A team member cannot see a screen. This article explains the rule itself.
In this article you will find:
A section appears in the panel when all four conditions hold. If one is missing, the section is not drawn in the menu and typing its address does not open it either.
The gates do not run in sequence; they apply together. If one of the four is closed, the other three being open changes nothing.
Some sections are not enabled in every portfolio, or exist only for a particular account type:
If this gate is closed, changing the person's role or access has no effect at all; the section is missing from your panel too.
What each role may see is fixed and cannot be changed. Opening a section in the policy does not grant a role a permission it does not have:
| Section | Never opens for these roles |
|---|---|
| Automations | — (can open for all five roles) |
| My profile and Posts | — |
| Contacts | — |
| Media | — |
| Reports | Agent |
| Insights | Agent |
So for someone in the Agent role, ticking Reports and Insights in the access policy does not open those sections: that role has no report permission at all. If a colleague needs to see the numbers, the fix is not the policy but the role — make them an Editor or a Viewer.
The full list of roles: Roles and permissions.
This is the most flexible setting you hold. The portfolio owner and its admins decide three things separately for each role: which conversations they see, which contacts they see, and which sections stay open.
Where it lives: the gear in the account switcher → Chat assignment rules → the Access and visibility section. Three roles are listed one under another — Editor, Agent, Viewer — and each carries:
The Save button at the bottom writes all three roles together; you never end up with a half-saved policy.
Owner and Admin do not appear on this screen at all: hiding something from the person who manages the portfolio makes no sense, so they always see everything.
What each scope option does and what the defaults are: Access and visibility policy.
Even with the first three gates open, a person who cannot reach the account sees none of its sections; the account does not exist for them. This is per person: of two people in the same role, one may see the account and the other may not.
Where to check: the Accounts column on the person's row on the Portfolio settings › Team screen. Details: Limiting access per account.
A closed section does not merely leave the menu; its page does not open either, and it reports "not found". Typing the address by hand, asking you for a link or using an old bookmark gets nowhere. The same gate stands behind the scenes: the endpoints that fetch the data and the operations that save it apply the same rule.
The practical consequence: "just click the link, it will open" is not a solution. If someone needs to see a screen, you have to change the setting.
⚠️ Note: A closed section's page says "not found" rather than "you lack permission". That is deliberate: whether a section is enabled in your portfolio is the portfolio's internal business and should not leak outward.
Six sections can be closed; Conversations cannot. The reason is simple: the inbox is why a team member exists. If you do not want someone to see the inbox, they should not be in the team.
Home and Settings are also outside the policy: Home requires no permission, and the inside of Settings is already filtered by role permissions.
The rule changes the moment you save the policy. If the person is browsing the panel right then, they see the new state when they reload the page; because some menus are cached, signing out and back in is the cleanest route.
When you narrow a scope, the person immediately loses access to the conversations and contacts they may no longer see; even if one of those conversations is open on their screen, the gate steps in on their first action.
If you worked through all four gates and the problem persists, contact our Support team.
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