Why a customer can't see something

A customer says they can't find the document you attached, or the booking button isn't there. Usually nothing has gone wrong — Qcom is following a rule you set. The reasons fall into three groups, and only the first is something you change.

Everything on an item is judged the same way, whether it's a file, a knowledge answer, a photo or a button.

You set it that way

These are your settings, and you can change them.

• The item is for customers only. Someone who hasn't bought from you yet won't see it at all, and nothing on it will reach them.
• The file or button is for customers only, even though the item isn't. A button can be stricter than the item it sits on — that's how you put a members-only renewal form on a page everyone can read. It can never be more open than the item, because the item is already hidden.
• It's only for customers who already have this. The most common one. The gym timetable is for people on the plan, not for everyone looking at the plan.
• It's only for people in a group. You picked one or more groups, and this customer isn't in any of them.
• It's only once their application is approved. They've applied, and nobody has approved it yet.
• The item isn't published. Drafts aren't visible to anyone, and neither is an older version you've since replaced.

They're not eligible yet

Nothing is broken here either, but the answer sits with the customer's record rather than your settings.

• They're not a customer yet. Messaging you doesn't make someone a customer — a payment, a completed order, a kept appointment or an active plan does. Until one of those happens, customers-only material stays hidden.
• They don't have this particular item. Being a customer of yours and having *this* plan are different things. Someone with home insurance isn't a motor policyholder.
• They had it, but it's paused. A paused plan still makes them your customer, so they keep seeing customers-only material — but they're not a member in good standing of the paused plan, so member benefits stay closed until it starts again.
• They had it, and it ended. They stay a former customer in your records, which is not the same as still holding the thing.

If they should have it and don't, record it on their contact and it applies immediately. See Record what a customer has.

Qcom couldn't complete it

These are worth looking at.

• The button has nothing behind it. A form or case button needs a published form chosen for it. Without one there's nothing to open, so it isn't offered rather than failing when tapped.
• The item was changed while they were looking. If you unpublish or replace a version mid-conversation, buttons from the older one stop working. They'll see it again on the new version.

What a customer is told

Never the rule, and never that something exists which they can't have. They see a short line saying there's more here for customers who already have this, and an invitation to get in touch. Your team can then check the contact and either record what they have or explain.

That's deliberate: telling someone "this is for members only" confirms exactly what they're missing, and on a regulated item that can be a disclosure in itself.

Checking it yourself

Open the item, go to Public placement, and use Preview as to see it the way a member of the public, a customer, or your own team would. It's the fastest way to tell "I set it that way" apart from "they're not eligible" — the preview shows what's held back and why.

Related

• Leads, contacts and customers
• Record what a customer has
• Set up Catalog type settings