Every record or only their own: the workspace limit, each role's default, and what the limit covers today.
Record access decides whether everyone in your workspace sees every contact, lead, company, deal and task, or only the records they own. When you limit it, each role decides what its people see: by default, Managers see every record, and Members, Viewers and custom roles see their own. Each of these defaults is yours to change.
People now see records they own and records nobody owns, unless their role sees every record. Lists change the next time someone loads them. To undo it, choose Everyone sees every record and press Save.
The change is recorded in the Audit Trail with who made it and what it changed from.
| Role | While the workspace is limited |
|---|---|
| Admin, and every workspace (tenant) admin | Every record, always |
| Manager | Every record (the role's own default) |
| Member, Viewer, Billing Admin | The workspace's default for roles with no choice of their own: own records, and records nobody owns, unless you change it |
| A custom role, or any role added later | The same workspace default |
A role set on its own (below) keeps its choice. Manager keeps its own default of every record.
Someone with several roles gets the widest of them: a person who is both a Member and a Manager sees every record.
A member from before roles existed, with no role assigned, sees their own records while the workspace is limited, as they did before.
The roles table shows what each role sees today in its Records column, with This role's default or The workspace's default under a role that has no choice of its own. While the workspace shows everyone every record, a role set to its own records reads Every record, with Own records once the workspace limits records under it. The Record access page lists, in its right-hand column, what each role will see once the workspace is limited, with how many people hold it.
While the workspace is limited, someone who sees only their own records sees their own tasks and unassigned tasks. By default they also see any task on a contact, lead, deal or company they can see, whoever it is assigned to, so they know what a colleague is doing on their customer.
Cleared, they see only their own and unassigned tasks. Roles that see every record see every task either way. The change is recorded in the audit log.
Records of your own object types have an owner, like contacts and deals. By default they follow "own records only" too: someone limited to their own records sees their own and unowned custom-object records.
Cleared, everyone sees every custom-object record, as before this setting existed.
A bulk action (assign, delete, restore, convert) can include records the person can't change, for example a selection made before a colleague took a record over.
A merge, an unmerge and dismissing duplicates are always all or nothing.
These settings decide what someone sees when they open a record they would not see in a list: from a hand-off, a notification or a link a colleague sent.
A record opened from a link follows 'own records only' is ticked by default: a record opened from a link follows the same limit as the lists, with the exceptions below. Clear it to keep the old behaviour, where anyone whose role can read a record opens it from a link (the lists stay limited either way). While it is cleared, the two settings below and Bulk actions have no effect.
The sentence under the settings says what they do together. Each change is recorded in the audit log.
The Record access page lists, in its right-hand column, what the limit covers and what it does not cover yet. Today:
The AI Inbox lists what the AI is holding for a person: actions waiting for approval, campaign questions and hand-offs, chats waiting for a person, held text replies and held messages. A member limited to their own records sees only the items about records they can open, and the same items are counted on each queue's tab and on the Home cards. An item they can't see can't be approved, rejected or answered either, from the app or from a connected AI agent: it reads as not found. An item about no record (a reply to someone who isn't a contact yet, a chat with an anonymous visitor) is listed for everyone who can see that queue, so an unanswered message is never hidden.
An item about a record the member can open because they have work on it (a task assigned to them, a hand-off or question routed to them) is listed too, as the record would open. A connected AI agent signed in as the member lists the same items; an API key lists every item, as before.
The lists of conversations follow the limit too: chats, calls, text threads and sent texts, sent emails, a group inbox's threads, the operator panel's live chats and requests, and recent Local Services leads. A member limited to their own records sees only the conversations about contacts they can open, and each list's count and its cards count the same conversations.
A conversation about no contact yet (a new inbound sender, an anonymous visitor on the chat widget, a lead not yet matched to a contact) is listed for everyone who can see that list, so a shared inbox still triages new mail and a new chat is still picked up. A text thread matched to a contact only by its phone number counts as about no contact. A text thread on a number shared with a contact you can't open is hidden: the sent-texts view groups a thread by number, and a thread that includes texts about that contact is left out whole rather than shown in part.
In the operator panel, a line says how many live chats are about records the member can't open, without naming them, so a waiting customer is not silently missing. Those chats can't be opened, written in or taken over by their link either. A connected AI agent signed in as the member lists the same conversations; an API key lists every conversation, as before. Sending is never limited.
A conversation the lists leave out can't be opened from its link either: a chat or text transcript, a call with its recording and coaching report, a group inbox thread and its attachments, and an AI agent's runs on a chat all read as not found. That includes the transcripts on a contact's or lead's own page.
Search follows the limit too: the search box and its results page, semantic search, Find similar on a record, and the calls a coaching report compares against. A result about a record the member can't open is left out, and the counts beside the results count what is shown, so a page can hold fewer results than its limit. A result is about the record it is (a contact, lead, company, deal or custom-object record), the record a note or activity sits on, or the contact a call, chat, text or email is about; a result about no record stays. Find similar on a record the member can't open reads as not found. A meeting's linked records follow the related-list rule: a linked contact, company or deal the member can't open is left out, with a line saying how many. A connected AI agent's search, signed in as the member, follows the same rule; an AI agent working on its own, or an API key, searches the whole workspace, as before.
Clicking a chart on the dashboard lists the conversations behind it. A conversation about a contact the member can't open is left out of that list and of its total; the charts themselves are counts and stay as they are.
The Relationship Intelligence card on a contact, lead, deal or company is one AI-written summary that everyone who can open the record shares. It is built from several records: the record itself, its deal and company, the records its tasks and notes are on, and on a company, the company's contacts and deals. Someone limited to their own records sees the summary only when they can open every one of those records. Otherwise the card reads "This summary draws on records you can't open." and says whose records they are (when the workspace names owners), and the recommended next move is not shown. The same applies to the summary in a deal's brief, in the assistant and in a connected AI agent, and to a list filter on the summary: a summary they can't read counts as absent.
The summary can also use patterns across the workspace's similar deals (how many were won, how long they took), without naming any. Those deals are not records the summary draws on.
An AI-written draft (Suggest with AI when composing a text or an email) follows the same rule: it is written only from the records the person can open, and when something was left out the draft says "Written from the records you can open." The message itself can still be sent: sending is never limited.
A summary written before this rule needs one refresh to record what it draws on; until then, someone limited to their own records sees the line instead. It refreshes on its own within about 15 minutes of being read.
A Manager sees only their own records. Someone changed the Manager role to Sees their own records. Open the role on Roles & Permissions and choose Sees every record.
Someone can't open a colleague's record from a link. That is the limit working: the page says whose record it is (when the workspace names owners) and how to ask for it. They can open it if they have work on it (a task assigned to them on it, or a campaign question routed to them), as A record opened from a link allows. To let them, the owner can assign them a task on the record, an admin can give their role Sees every record on Roles & Permissions, or an admin can clear A record opened from a link follows 'own records only' to restore the old behaviour for everyone.
Someone sees "This summary draws on records you can't open." on a record they own. The summary also draws on a colleague's record: the record's deal or company, or a record one of its tasks or notes is on. They can ask that colleague (the card names them) for access, an admin can give their role Sees every record, or an admin can clear A record opened from a link follows 'own records only'.
Someone sees a colleague's record from a link. Either they have work on it (see above), their role sees every record, or A record opened from a link follows 'own records only' is cleared.
The Record access page is not in the Settings list. Both pages are for tenant admins; ask one to make the change.