This guide is for admins and Builders. It explains how to find out why someone cannot see an Insight they expect to see, and how to fix the most common causes.

Check one user with Check Access

Check Access shows the result Precursive AI gives when a particular user tries to open an Insight, including the cause of any refusal. Anyone who can edit the Agent can use it.

1. Open the Insight record.
2. Select Check Access.
3. In User, choose the user.
4. Select Check Access.

   

The result shows whether the user can open the Insight. If they cannot, it lists the records, fields, permissions, or Zen Agent that block them. Check Access does not give the user access.

Find everyone who has been refused

When several people report the same problem, look for a pattern across users. When a user is refused an Insight they try to open, on a record page, in the Zen Feed, or through an AI assistant, Precursive AI records the refusal on an Insight User Interaction record. Check Access also writes its result to the record of the user it checks. The record has the following fields:

• Access Status: Denied, or Granted after the user next gets access.
• Access Denial Category: Record Access, Field Access, Deleted Records, Agent Access, Check Failed, or Object Permissions.
• Access Denial Reason: the records or fields that blocked the user.
• Access Denied Count: the number of times Precursive AI refused the user this Insight.
• Access Check Source: On-demand when the user tried to open the Insight, AI Assistant when an AI assistant asked for it, or Manual Check when someone ran Check Access for them.

To see the pattern, use the Access Denied list view on Insight User Interactions, or build a report on them. Admins with the Precursive AI Admin permission set see the records of every user.

Refusals during a run, for email recipients and Default Share Group members, do not create Insight User Interaction records. They appear only in the Access Check Log of the Insight. This field records the decisions made during runs, on record pages, and by Check Access. Only users with the Precursive AI Admin or Precursive AI Insights Builder permission set can read it. To keep a history of past refusals, turn on field history for Insight User Interaction. See Set up sharing after an upgrade.

The user sees an access message on the record page

The record page shows "You don't have access to this insight" when the user does not pass the access check.

The message usually has one of these causes:

• The user cannot open one of the records the Insight was built from (Record Access).
• The field-level security of the user hides a field in the context (Field Access).
• The user cannot see the Zen Agent because it is restricted (Agent Access).
• Precursive AI could not read the context of the Insight, so the check failed (Check Failed).

To fix the problem:

1. Run Check Access for the user to find the record or field that blocks them.
2. Grant the missing access in Salesforce, or add the user to the Agent Viewers group of the Agent.
3. Ask the user to open the record again. The record page checks access on every visit.

For Check Failed, run the Agent again for the record to produce a new Insight. If the new Insight is refused with Check Failed too, contact Precursive Support.

If the user should see the Insight even though their access hides the data, consider System Mode. See Let anyone see an Insight with System Mode.

The record page says the Insight cannot be shown

When the only records that block the user were deleted after the Agent ran, the record page shows "This insight can't be shown" and "Some of the records no longer exist. Run the agent again." Precursive AI records the refusal as Deleted Records.

To fix the problem, select Run Agent on the Precursive AI component, or run the Agent again for that record. The new Insight is built from the records that exist now.

Check Access reports Object Permissions

Check Access reports Object Permissions when the user has no Read access to Insights or Zen Agents, usually because they have no Precursive AI permission set. These users do not see the Precursive AI component at all. To fix the problem, assign them a Precursive AI permission set. See Precursive AI permission sets.

The Insight is missing from the Zen Feed

The Zen Feed shows only the Insights a user passes the access check for, and it runs these checks when the feed opens. If an Insight the user expects is not there, the cause is usually one of the following:

• The feed is still checking. On a first visit, the feed can take a few seconds to fill.
• The feed refused the Insight earlier. The feed does not check the same Insight again.
• The user cannot see the Agent, or the record the Insight is about.

To fix the problem:

1. Check the Access Status of the user for that Insight.
2. Fix the access of the user.
3. Ask the user to open the record. The record page always checks access again, and the Insight then appears in their feed.

Platform license users cannot see Opportunity Insights

A Salesforce Platform license does not include access to Opportunities or Opportunity Products. Precursive AI therefore refuses these users every Insight built from them, whatever their permissions. To give these users the Insights, choose one of these options:

• Base the Agent on objects the users can read.
• Set the Opportunity Context Source to System Mode. This works only when the Agent is based on an object the users can read, because Precursive AI always checks the record the Insight is about.
• Set the Agent to System Mode, and add the users to its System Mode Viewers group. Only members of the group get the Insights this way.

A recipient did not receive an Insight email

Precursive AI emails Insights only from scheduled runs and from Send preview email in Preview Insight. It emails only recipients who pass the access check, apart from External Email Recipients. A missing email usually has one of these causes:

• Email Enabled is not selected on the Agent. It is not selected by default.
• The run was started from a record, a list view, or a Flow. These runs share Insights with recipients but do not send email.
• The access check refused the recipient for that record.
• The salience of the Insight was below 40. Precursive AI emails only Insights with a salience of 40 or higher, and this threshold is fixed.

To find the cause:

1. Open the Insight for the record the recipient expected.
2. Check the Debug Log field. If Precursive AI did not email some recipients because they failed the access check, it adds a Recipient Access note that lists them.
3. Run Check Access for the recipient to see what blocks them.
4. Grant the missing access, or add them to the Agent Viewers group if the Agent is restricted. The next scheduled run includes them.
5. If they pass the check, review Email Enabled and the recipient fields on the Email tab of the Agent, and its Salience Instructions.

Default Share Group members do not get access

Default Share Groups give access only to people who pass the same checks as everyone else, and only to some kinds of members. If members do not get access, check for these causes:

• The group contains nested groups or roles. Only direct user members get access.
• The members cannot see the Agent, or they do not pass the record and field check.
• The value in Default Share Groups is not the API name (DeveloperName) of the group.

To set up the groups correctly, see Insight sharing and access control.

Everyone can see every Insight

If people can see Insights they should not, for example from a restricted Agent or about records they cannot open, the sharing setting of the Insight object is not Private. Salesforce then shows every Insight to everyone, and Precursive AI does not check access. This is common in orgs that installed Precursive AI some time ago.

1. Open Precursive AI Settings > App Settings.
2. Check the Sharing Settings tile.

To fix the settings, see Set up sharing after an upgrade.

A user still sees an Insight after losing access

A person keeps access to an Insight after they are granted it. If they later lose access to one of its records, they can still see the Insights they opened before. Precursive AI checks every new Insight against their current access. See Insight sharing and access control.

Contact Support

If none of these sections explains the problem, contact Precursive Support. Include the ID of the Insight record, the user, and the result of Check Access.