Fix an agent who cannot see messages
Check account, invitation, inbox collaborators, roles and filters in order, including when the Android app shows no conversations.
Agent can log in but sees no inbox or messages
Check these in order:
- Correct account: the person is signed in with their own invited email and has selected the intended account.
- Invitation completed: the person finished any verification or password setup in the invitation email.
- Inbox membership: open Settings → Inboxes → the intended inbox → Collaborators, select the agent, and click Update. This is required after inviting the agent.
- Effective role: review the account role in Settings → Agents and Role in this inbox under Collaborators. The inbox-specific custom role takes precedence; Use account role inherits the account role.
- Assignment: for an assigned/participating-only role, assign a test conversation to this agent. A role does not assign work automatically.
- Filters: review Mine, Unassigned, All, conversation status and other selected filters. All does not override role restrictions.
- Channel: confirm the connected number/mailbox receives a test message. If administrators also cannot see a new test message, check the channel connection rather than widening the agent's permissions.
Reopen or refresh the agent session after saving access changes. On Android, verify the same account and login, then check the intended inbox again. Use the browser as a comparison with that same agent login.
Invitation did not arrive
Check the email spelling and spam/junk folder, then resend the invitation from the agent's settings where available. Never share an administrator password as a workaround.
Agent sees too many conversations
Use the Only Assigned recipe in Custom roles. Check both the account role and any inbox override, then test a conversation assigned to the agent and one outside their scope.
Agent sees names or phone numbers
Follow Mask customer names and numbers. View contacts and contact panel or Manage contacts makes names visible too. To hide names as well, turn off Show contact name. Check typed message content separately from stored contact fields.
Verify the finished setup
The agent can see the intended inbox, open the allowed test conversation, send a reply and see only the contact information their role permits. Check one conversation they should not see as well.
If the problem continues, contact support@bow.chat with the affected inbox name, browser/app version, the step that failed and a screenshot with private customer details removed. Do not include passwords, QR codes or invitation links.