Multi-tenant access decides whether an administrator can work on client organisations other than your own. Without it, chat still works, but only against your own organisation and the practice client.

Two separate settings both have to allow it. One is set on your organisation, the other on the group the person belongs to.

Turning on the organisation setting alone changes nothing for anybody, which is why this looks broken more often than it is.

How it works

The organisation setting is the master switch. It sits under Multi-tenant access in the AI Agent section of Settings, labelled Enable multi-tenant AI access.

The second setting lives on an access group. Each person inherits it from the group they are in.

Both are checked on every request that touches a client. Failing the first gives a message about your organisation. Failing the second gives a message about your account.

A third case looks like the second and is not. Where no access groups exist at all, everybody is refused, and the message says so and names the master administrator as the person who fixes it.

Good to know

Your own organisation and the practice client bypass both checks. That is deliberate, and it is why the problem only appears on the first real client.

Every action taken this way is still permission-gated and recorded. Multi-tenant access decides which organisations are reachable, not what may be done in them.

What to do next

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the control works and saving fails, Avvi replies “Master admin access required”. That is the same permission problem, reported when you save rather than before.

Open Settings, go to AI Agent, turn on Enable multi-tenant AI access under Multi-tenant access, then select Apply AI settings.

Then go to Users & Roles, create at least one access group, give it multi-tenant access, and put the relevant administrators in it.

Confirm it worked by asking Avvi something read-only against a real client. A result means both checks passed.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Who do I ask to get access?

A: Any administrator with full access in Avvi. Tell them which setting you were trying to reach and what you needed to change.

Q: Do I need this to manage my own organisation?

A: No. Your own organisation and the practice client work without it.

Q: I turned it on and nothing changed.

A: The group setting is separate. Check that an access group exists and grants multi-tenant access.

Q: Can I give it to one administrator and not another?

A: Yes. Put them in different access groups.

Q: Does the client have any say?

A: Yes. A client can be set to refuse AI management, and that refusal is reported by name.

Related pages

Avvi says you do not have permission covers the refusal this setting produces when it is off.