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Why Don't I See Bob's Contacts / Deals / Meetings?

CRMown has an org-wide visibility setting (Settings → Privacy → Visibility) that controls whether non-admin users see every record in the org or only ones they own. The default is "Open" — everyone sees everything. If your org admin switched to "Owned" or "Team-based", non-admin users see a narrower slice. OWNER and ADMIN roles always see everything regardless of the setting.

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Steps

  1. Go to Settings → Privacy → Visibility to check the current mode (only OWNER and ADMIN can see this dropdown).
  2. If it's "Open" — every user sees every contact, deal, task, calendar event, conversation, meeting, and quote. Default for new orgs.
  3. If it's "Owned" — non-admin users see only records assigned to them: Contact.assignedTo = self, PipelineItem.ownerId = self, Task.assignedToId or createdById = self, Meeting.userId = self, CalendarEvent.userId = self, Quote.createdBy = self, Survey.createdBy = self, Screen Recording createdBy = self, Audio Note createdBy = self.
  4. If it's "Team-based" — same as Owned, but expanded to include records owned by anyone on a Team you belong to. Set up Teams under Settings → Teams.
  5. Conversations have a special rule: unassigned ones stay visible to everyone (so the inbox triage workflow still works). Once assigned, they narrow to that user.
  6. Screen Recordings & Audio Notes follow the same rule (scoped by their creator). Additionally, a Screen Recording set to "Private" is only ever visible to the person who created it — even in Open mode and even to other non-admins — separate from the org-wide visibility setting.
  7. Records with a NULL owner (e.g. an old contact that was never assigned) become invisible to non-admins under Owned/Team-based. Admins can flip back to Open temporarily, fix the assignments, then flip back.

Good to know

  • Plan tier (Starter / Pro / Max) does NOT affect visibility — plans control what features you can use, not who sees what data. Same applies to Suite activations.
  • OWNER and ADMIN bypass every visibility mode — necessary so admins can audit, train AI, and clean up data. Roles like TEAM, EXECUTIVE, etc. are subject to the filter.
  • BYOS (Drive / OneDrive / Dropbox) recordings folder respects the same setting — Phase 1 covered the per-meeting subfolders. Other suite folders (Web Studio forms, Marketing campaigns) currently stay org-shared.
  • AI features (data quality scans, agent search) run with admin-equivalent visibility internally so they can find duplicates across reps even when humans can't.
  • Activity feed (dashboard timeline) under Owned/Team-based only shows actions performed by visible users — so a rep won't see "Sarah moved Contact X to Customer" if Sarah isn't in their team. Per-entity activity (on a contact detail page) is contextual to the entity's own visibility.
Example: Acme has 80 reps on Max. The OWNER flips visibility to "Team-based" and sets up two teams: East-Coast and West-Coast. East-Coast reps now see contacts/deals/meetings/conversations owned by anyone on East-Coast (not West-Coast), but the OWNER and the two ADMINs still see everything. When a West-Coast rep accidentally gets assigned an East-Coast contact, an East-Coast rep can't see it until ownership is transferred. Admin can audit by flipping to Open temporarily.

Troubleshooting

A contact disappeared from my list
Org switched to Owned/Team-based and either (a) the contact was reassigned to someone else, or (b) it had no assignedTo (NULL).
Fix: Ask an admin to flip to Open mode briefly; check the Contact detail to see who it is currently assigned to. Re-assign if appropriate.
"My team" mode is too restrictive — I should see Bob's deals because we collaborate
Bob isn't on a team you belong to.
Fix: Settings → Teams → add Bob (or yourself) to a shared team. Visibility expands automatically — no per-record action needed.
Old conversations are missing from the inbox
Under Owned/Team-based, only conversations assigned to a visible user show up. Unassigned ones stay visible (triage queue), but ones assigned to other reps don't.
Fix: Re-assign the conversation, or ask an admin to flip the mode.

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