Decision Site

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Common Issues

Solutions to frequently encountered role problems

Solutions to frequently encountered problems with roles and permissions.

Cannot Create Decision Sites

Symptoms

  • "Create Decision Site" button missing or disabled
  • Error when trying to create
  • Create option not available

Causes and Solutions

Your Role Is COLLABORATOR or GUEST

Issue: Only ADMIN and CREATOR can create Decision Sites.

Check your role:

  1. Go to Settings → Profile
  2. Look at your organization role

If you're COLLABORATOR: → Ask organization ADMIN to upgrade you to CREATOR

If you're GUEST: → You're external - must be re-invited as internal team member with CREATOR role

Organization Doesn't Have Deal Room Entitlement

Issue: Feature not enabled for your organization.

Solution: → Contact organization ADMIN → ADMIN should check billing/subscriptions

Cannot See Meetings or AI Assistant

Symptoms

  • Meetings tab missing from navigation
  • AI Assistant tab missing
  • Only see Home and Help button

Cause: You're a GUEST

Issue: GUEST users have limited navigation.

GUEST sees:

  • Home (Relationship 360)
  • Help button (pulsing icon)

GUEST doesn't see:

  • Meetings
  • AI Assistant
  • Agents

Solution:

  • If you're external: This is expected behavior (view-only access)
  • If you're internal: Ask ADMIN to upgrade your role to CREATOR or COLLABORATOR

Verification:

  1. Go to Settings → Profile
  2. Check your organization role
  3. If GUEST and should be internal, ask for upgrade

Cannot Edit Decision Site

Symptoms

  • Everything appears read-only
  • Edit buttons missing or disabled
  • "You don't have permission to edit" message

Causes and Solutions

You're a GUEST

Issue: GUEST is view-only.

Solution:

  • If external: Expected behavior
  • If internal: Ask ADMIN to change role to COLLABORATOR or CREATOR

Decision Site Not Shared With You

Issue: CREATOR and COLLABORATOR can only edit shared Decision Sites.

Solution:

  • Ask Decision Site owner to share with you
  • Or ask organization ADMIN (has access to all sites)

Decision Site Owner Set to Private

Issue: Site access restricted to owner only.

Solution: → Ask owner to share the Decision Site with you or your team

Cannot Add/Remove Team Members

Symptoms

  • Add/Remove buttons missing in team settings
  • "You don't have permission" error
  • Cannot manage team membership

Causes and Solutions

You're Team MEMBER (not OWNER)

Issue: Only team OWNER and organization ADMIN can manage teams.

Check your team role:

  1. Go to Settings → Teams
  2. Find the team
  3. See your role (OWNER or MEMBER)

Solution:

  • Ask team OWNER to promote you to OWNER
  • Or ask organization ADMIN

Organization ADMIN Should Bypass This

If you're organization ADMIN: → You should be able to manage any team regardless of team role → If this doesn't work, check you're actually ADMIN (Settings → Profile)

Cannot Change Someone's Role

Symptoms

  • Role dropdown disabled
  • "You don't have permission to change roles" message
  • Change role button missing

Cause: You're Not an ADMIN

Issue: Only organization ADMIN can change organization roles.

Solution: → Ask your organization ADMIN to make the change

Exception:

  • Users can request role changes (sends notification to ADMIN)
  • ADMIN must approve

If you're ADMIN and still can't change:

  • Check if it's the last ADMIN (can't remove last ADMIN)
  • Check if trying to upgrade GUEST (must re-invite instead)

Cannot Upgrade GUEST to CREATOR

Symptoms

  • GUEST role cannot be changed to CREATOR/COLLABORATOR
  • Role change fails
  • "Must re-invite user" message

Cause: GUEST Cannot Be Upgraded Directly

Issue: System limitation - GUEST role requires re-invitation.

Solution:

  1. Remove GUEST user from organization
  2. Re-invite them with new role (CREATOR or COLLABORATOR)
  3. They'll receive new invitation email
  4. They accept with new role

Why: GUEST is treated differently (external vs internal distinction)

Deal Pulse Score Not Increasing from Buyer Activity

Symptoms

  • Buyer is active but score isn't reflecting 1.5x bonus
  • Buyer activity seems underweighted
  • Score lower than expected

Cause: Contact Not Marked as BUYER

Issue: Contact marked as SELLER or no contact role assigned.

Check:

  1. Open Decision Site
  2. Go to Contacts
  3. Find the buyer contact
  4. Check their contact role

Solution:

  • If not marked BUYER: Edit contact and assign BUYER role
  • Change takes effect in next Deal Pulse calculation (overnight)

Important: Organization role (GUEST) doesn't affect scoring - must assign BUYER contact role

Team Access Issues

Problem: "Team Member Can't Access Decision Site"

Symptoms:

  • Person is team member but can't see Decision Site
  • "Access denied" when trying to view
  • Site not appearing in their list

Causes and Solutions:

Team Access Control Set to OWN

Issue: OWN means only owner can access, even team members can't see.

Check:

  1. Open Decision Site settings
  2. Look at Team Access Control
  3. If set to OWN, that's the issue

Solution: → Change to TEAM (only team members) or ORGANIZATION (all org members)

Decision Site Not Owned by Team

Issue: Decision Site isn't actually assigned to the team.

Check:

  1. Open Decision Site settings
  2. Look at Team assignment
  3. Verify it's assigned to correct team

Solution: → Assign Decision Site to the team

Role Confusion Issues

Problem: "Person Has Wrong Permissions"

Symptoms:

  • Can do less than expected
  • Can do more than expected
  • Permissions don't match role description

Diagnosis Process:

Step 1: Check ALL their roles

  • Organization role (Settings → Profile)
  • Team role (Settings → Teams)
  • Contact role (Decision Site → Contacts)

Step 2: Understand which role controls what

  • Organization role → Most permissions (create, edit, navigation)
  • Team role → Team management only
  • Contact role → Analytics only (no permissions)

Step 3: Verify against matrix → Use Permissions Matrix

Common confusion:

  • "I'm team OWNER but can't create Decision Sites" → Need CREATOR or ADMIN organization role
  • "I'm BUYER but can't edit" → BUYER is contact role (analytics), need different org role
  • "I'm ADMIN but can't edit Decision Site" → Actually can, bypasses most restrictions

Permission Request Issues

Problem: "Role Change Request Stuck"

Symptoms:

  • Requested role change days ago
  • No response
  • Status unclear

Causes:

ADMINs Haven't Approved

Issue: Role change requests require ADMIN approval.

Solution:

  1. Ask ADMIN to check organization requests
  2. ADMINs go to Settings → Requests
  3. Approve or deny pending requests

Request Was for ADMIN

Issue: ADMIN changes require existing ADMIN approval and strong justification.

Solution: → Follow up with ADMIN directly → Provide business justification

Navigation Issues

Problem: "Pulsing Help Button Won't Go Away"

Symptoms:

  • Purple pulsing help icon on navigation
  • Won't disappear after clicking
  • Appears every login

Cause: You're a GUEST user

Explanation:

  • GUEST users see special "What's Decision Site?" help button
  • Pulsing animation indicates first visit
  • This is normal for GUEST role

Solution:

  • If you're external: This is expected (part of GUEST experience)
  • If you're internal: Ask ADMIN to change your organization role

Debugging Steps

When Permissions Don't Make Sense

Step 1: Verify all roles

text
Check:
- Organization role (Settings → Profile)
- Team roles (Settings → Teams)
- Contact roles (Decision Site → Contacts)

Step 2: Check against permissions matrix → Permissions Matrix

Step 3: Identify discrepancy

  • Can do something you shouldn't? → May have higher role than expected
  • Can't do something you should? → May have lower role than expected

Step 4: Request change

  • Ask organization ADMIN for organization role changes
  • Ask team OWNER or org ADMIN for team role changes
  • Edit contact yourself if you can edit the Decision Site

Prevention

Avoid Common Mistakes

Set roles correctly on invitation:

  • External users: GUEST (automatic)
  • Internal sales reps: CREATOR
  • Internal support: COLLABORATOR
  • Internal leadership: ADMIN (sparingly)

Mark contact roles immediately:

  • External: BUYER
  • Internal: SELLER
  • Don't forget this step (affects Deal Pulse scoring)

Review roles quarterly:

  • Remove departed users
  • Adjust for changed responsibilities
  • Verify ADMINs still appropriate

Document standard role assignments:

  • Which job function gets which role
  • Makes onboarding consistent
  • Reduces errors

Next Steps