This guide explains how to give administrators and team leaders access to review other agents' records on the AI Advisor tab, and why you might not see your whole team's results by default.
Why you can't see your team's AI Advisor results
A common question is: "Why can't I see my team's AI Advisor results on the AI Advisor tab?" By default, having the correct permission set and licences only lets you open the AI Advisor tab — it does not automatically show you everyone else's records.
The records you can see depend on your group membership and your group administrator settings:
If nothing has been configured, you may see no results at all.
If the global self-access setting is enabled in AI Advisor Settings, you will only see the records you generated yourself — not the rest of your team's.
To review other agents' records, you must be a Group Administrator of a group those agents belong to, with the Allow AI Advisor Access permission enabled.
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Note: AI Advisor access is granted per group. As a Group Administrator with Allow AI Advisor Access enabled, you can review the records of the members of that specific group.
How AI Advisor access works
Three things determine whether you can review another agent's records:
Group membership — the agents whose records you want to review must be members of a group.
Group Administrator — the reviewer must be added to that same group as a Group Administrator.
Allow AI Advisor Access — the reviewer's Group Administrator row must have the Allow AI Advisor Access checkbox ticked.
Which approach you take depends on how your organisation is set up:
Inbound organisations — groups usually already exist (for example, call queues), so you can reuse a pre-existing group and simply add the AI Advisor access to it.
Outbound calling teams — agents are often not part of a group, so you will need to create a new group purely for the purpose of AI Advisor access.
Prerequisites
You have the appropriate Natterbox permission set and the required AI Advisor licences. See Natterbox AI Permissions.
You can access the Groups tab and the Natterbox Users tab.
Granting access using an existing group (inbound)
If the agents are already members of a group, add the reviewer as a Group Administrator on that group.
Navigate to the Groups tab and open the group that contains the agents whose records you want to review.
Confirm the agents you want to review are listed as Group Members.
In the Group Administrators section, select Add and choose the user who needs to review the records.
On that administrator's row, tick the Allow AI Advisor Access checkbox.
Select Save rows to apply the change.
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Note: You will also see an All Members row in the Group Administrators section. Leave Allow AI Advisor Access unticked on that row unless you want every member of the group to be able to see each other's AI Advisor records.
Creating a dedicated group for AI Advisor access (outbound)
If your agents are not part of a group — for example, outbound calling agents — create a new group specifically for AI Advisor access.
Navigate to the Groups tab and select New Group.
Give the group a clear, unique name such as AI Advisor Access, along with a unique email and an extension within the Natterbox range (2001–7999). For full guidance on the group fields, see Creating a Group.
Set the group purpose and select Save.
Add every agent whose records you want to review as a Group Member.
In the Group Administrators section, select Add and add each administrator who needs to review those agents' records.
On each administrator's row, tick the Allow AI Advisor Access checkbox.
Select Save rows to apply the change.
If the "Allow AI Advisor Access" checkbox is greyed out
You may notice the Allow AI Advisor Access checkbox is greyed out and you cannot tick it for your own Group Administrator row. This is by design: another administrator must grant this permission to you.
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Tip: The simplest fix is to ask a second administrator to open the group, tick Allow AI Advisor Access on your row, and select Save rows.
Workaround using the Developer Console
If you do not have a second administrator available to grant access, you can update the permission directly using the Salesforce Developer Console.
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Warning: This edits Natterbox configuration data directly. Only proceed if you are comfortable using the Developer Console, and change only the field described below.
First, find the User ID of the person who needs access. Navigate to the Natterbox Users tab, open that user's record, and copy the ID from the record's URL.
Open the Developer Console and go to Query Editor.
Run the following query, replacing the User ID with the ID of the person you want to grant access to:
SELECT Name, nbavs__Group__r.Name, nbavs__InsightAccess__c, Id FROM nbavs__GroupAdministrator__c WHERE nbavs__User__r.Id = 'a2VIc000000XXXXXXX'The nbavs__InsightAccess__c field is the underlying field for Allow AI Advisor Access.
In the results grid, locate the row for the correct group.
Tick the checkbox in the nbavs__InsightAccess__c column for that row.
Select Save rows to commit the change.
Verification
Open the AI Advisor tab as the administrator you granted access to. You should now see the records for the members of the group, not just your own records.