Controlling record visibility

Last updated: September 8, 2026

Two reps open the Contacts list on the same account and see different things. That is not a bug - it is Record Visibility, and an admin sets it once for the whole workspace.

The three settings

Go to Settings, open the CRM Settings tab and click Account Settings. Record Visibility is in there. You get one choice, it applies account-wide, and it takes effect immediately - there is no per-record override and no per-user exception.

  • Everyone - every sales member sees every record. This suits most teams: reps cover for each other, handovers do not stall, and the AI summaries work from the fullest picture.

  • Team - sales members see records owned by anyone on their team. Use it when you run separate territories or segments. It reads your team assignments, so anyone not on a team will see very little.

  • Own - sales members see only the records they own. The strictest option, and worth picking deliberately: a rep will not see a colleague's deal even on the same account, so handovers and cover need an owner change first.

Admins and collaborators always see all records, whichever option you pick. This setting only narrows what sales members can see.

FAQs

Does this hide records from admins?

No. Admins and collaborators always see everything. So do you, if you are reading this to set it up.

If I switch to Team, what counts as someone's team?

The teams they are assigned to under Settings > Sales Team > Teams. Somebody who is on no team at all will see only their own records, so check your team assignments before switching.

I set it to Everyone, but my rep still cannot open Pipeline Insights. Why?

Record Visibility and role permissions are two separate controls. Record Visibility decides which records a sales member can open - it does not unlock a view that is limited by role. Pipeline Insights, the second view on the Deals module, is limited to admins and to anyone named as the manager of a team, whichever option you pick. If that rep needs it, name them the manager of a team in Settings - Record Visibility will not do it.

Can I set it per module - contacts one way, deals another?

Not today. It is a single account-wide default covering contacts, companies and deals.

Does it change what the AI assistants can see?

Yes. The assistants answer from the records you are allowed to see. If you are set to Own and you ask about a company that is not assigned to you, the assistant will tell you it cannot find that record.

If you need help or assistance, reach out to us at gethelp@dreamteam.co.