A team member cannot see a screen

You added someone to your team and they tell you "I don't see Automations" or "my contact list is empty". There are four separate reasons a screen may be missing, and each is set in a different place: the role, the access policy, account access and the plan. This guide helps you find which one is at work.

⚠️ Note: Hiding the menu is not the security measure, it is the consequence of one. If a section is closed, typing its address by hand does not help either; the page never opens. So "send them the link and they can open it" does not work.

You may be seeing one of these situations:

• A section is missing from the menu entirely.
• The section appears but is empty.
• It is missing on one account only.
• A button appears but says they are not allowed to do this.

A concrete example: an online shop hires two agents and both report an empty contact list. Their roles are right and so is their account access. The cause is the default Contacts scope, Only contacts from their own conversations: nothing has been assigned to the new agents yet, so their lists really are empty. The moment the first conversations are assigned, the lists start filling.

Setting a role and access is not enough when you add someone; work has to reach them too. If you want conversations distributed automatically, switch on the rule for assigning new conversations.

Check the role first

The role says what the person can do. There are five roles and their permissions are fixed.

1. Open Portfolio settings › Team.
2. Look at the Role value on the person's row: Owner, Admin, Editor, Agent or Viewer.
3. Confirm what that role covers:
   • Owner does everything; renaming the portfolio, deleting it, removing members and moving accounts belong to the owner alone.
   • Admin manages settings, connects accounts, invites the team and changes roles; cannot remove members.
   • Editor builds and publishes automations, replies to conversations, edits contacts, uploads media and sees reports.
   • Agent replies to conversations, edits contacts and uploads media; can only view automations.
   • Viewer reads and cannot change anything.
4. If the role is wrong, fix it with Change role.

If a button is visible but returns a message saying they are not allowed, the problem is the role, not the policy.

Check the access policy

The role says what someone can do; the access policy says what they see. The policy sits at portfolio level and applies to every account in it.

1. Open Portfolio settings › Chat assignment rules.
2. Scroll to Access and visibility.
3. Find the person's role (only Editor, Agent and Viewer are covered; owners and admins always see everything).
4. Turn on the section they need under Sections. The options are Automations, My profile and Posts, Insights, Reports, Media and Contacts.
5. Choose the Conversations scope: Only the ones assigned to them, Their own and unassigned ones, or All conversations in the account.
6. Choose the Contacts scope: Only contacts from their own conversations or All contacts in the account.
7. Save and ask the person to reload the page.

The defaults were chosen to match what each role can do: agents have automations, posts, insights and reports closed; editors have insights closed. The inbox can never be closed for any role.

💡 Tip: An "empty contact list" is almost always the Contacts scope set to Only contacts from their own conversations; if nothing has been assigned to them, the list is empty by design.

Check account access

If the section appears but is empty on one account only, the problem is account access.

1. On Portfolio settings › Team, look at the Accounts column on the person's row.
2. Press Edit access.
3. Choose between All accounts and Selected accounts. All accounts also covers accounts connected later.
4. If you choose Selected accounts, tap the accounts they should reach; at least one must be selected.
5. Save.

Owners and admins always reach every account; their access cannot be changed.

Rule out plan limits

Some sections and channels depend on the plan; in that case nobody can see them, whatever their role.

• "This feature is off on this portfolio's plan." The section is not included in your plan.
• "This channel is disabled on this portfolio's plan." Accounts on that channel do not appear in lists.
• "This portfolio's team limit is full." No new member can be invited; the portfolio owner can upgrade.
• If the portfolio is scheduled for deletion, everyone is redirected to the lock screen; see the portfolio is locked.

Other known issues and limits

• An unaccepted invitation shows nothing at all. If the person is still under Pending invitations, they have not opened the invite; the expiry date is on that row.
• You cannot change your own role. The panel says you cannot change your own role or account access.
• The owner role cannot be granted. Ownership is not transferred by invitation.
• Only the portfolio owner removes members. Conversations assigned to a removed member become unassigned.
• The policy belongs to the portfolio, not the account. You cannot open it on one account and close it on another; per-account separation is done with Account access.
• The logs show who changed what. If a permission changed unexpectedly, you can follow role and access changes by date under Portfolio settings › Logs.
• The page has to be reloaded after a change. The menu is drawn when the session loads, so a person will not see the new section until they refresh.

If you have followed every step and the problem continues, contact our Support team.