In this article you will learn how to resolve conversation visibility issues in supervisor profiles in Atom.
🛠️ Troubleshooting Section (step by step)
Verify the user's role
Go to the Settings section of Atom.
Navigate to "User Management" and search for the name of the affected user.
Make sure their role is "Supervisor" and not "Administrator" or "Agent".
Review the groups assigned to the supervisor
Navigate to the supervisor's profile in the user settings and verify which groups they are assigned to.
Compare conversation groups with assigned groups
Confirm whether the conversations that the supervisor cannot see belong to groups they are not assigned to.
Evaluate custom permissions (if applicable)
If your AtomChat instance has customizations, check if there are additional rules that limit visibility.
✅ Possible Solutions
Assign the supervisor to the necessary groups: If you want them to see more conversations, simply assign the supervisor to the relevant groups from the user settings.
Change the user's role to administrator: If the user is expected to have full visibility of all conversations, consider changing their role to administrator. Remember that this grants broader permissions.
📝 Additional Notes
An administrator can see all conversations, regardless of groups.
A supervisor can only see conversations from the groups they are assigned to.
This logic cannot be modified from the standard settings panel.
💡 Practical Example / Use Case
Situation: Maria, a supervisor on the sales team, reports that she can only see one chat when she should be able to see several.
Diagnosis: Maria is only assigned to one group, so she can only see conversations from that group.
Solution Applied: By assigning her to the missing groups from her profile, she was able to view all the necessary conversations.
☎️ When to Contact Support?
Contact support if:
The user has the correct permissions and still cannot see the chats.
Group changes are not reflected after several minutes.
The secret is in the groups! 🚀
In Atom, the supervisor role has a "selective view": they can only see what belongs to the teams they are assigned to. If your supervisor feels they are missing information, the solution is as simple as reviewing their profile and adding them to the corresponding groups or, if they need total supervision, elevating their rank to administrator. Organize your permissions and keep your team under control! ✅