Your menu is a portrait of the role the administrator built. If a colleague sees an item you do not, the roles are different — there is nothing wrong with your access.

Agent screen — The agent screen, with the menu built by the role.

Side menu — Only what the role unlocked shows up.

Three states per module

Visible modules — The modules unlocked for this role.

Manage — create, edit and delete inside the module.
View — follow along without changing anything; the action buttons do not appear.
No access — the item disappears from the menu.

Inbox menu item — **Inbox**, **Internal Chat** and **Tasks** are almost always unlocked.

The three individual switches

Individual permissions — Permissions that apply to you alone, on top of the role.

Mask numbers — contacts' phone numbers show up hidden to you.
Start new conversations — write to someone who has never contacted the company.
Save contacts — add people to the phonebook.

Masked number — With masking on, the number shows up cut off.

Masking is not distrustThe contact base is usually the company's most valuable asset. Masking is the standard protection for large or outsourced teams — and it does not get in the way, since the conversation works exactly the same.

When access is missing

Final screen — Missing access is sorted out with the account administrator.

Note the name of the module you need.
Explain what you need to do in it (view or manage).
Ask the account administrator.
They adjust it in Team › Agents › Roles.
Reload the page: the item appears.

Do not ask for the administrator's accountThe right path is widening your role, not using theirs. Everything done through a sign-in is recorded under that person's name — including mistakes that were not theirs.