What Avvi needs before it can manage a client
Five separate things have to be true. Each one fails with a different message, so the message tells you which one is missing.
Five separate things have to be true before you can work on a client through chat, and they are checked in order.
Missing any one produces its own distinct message. That message is the fastest way to tell which one is missing.
Two are set on your organisation, one on the person asking, one on the client, and one is the client belonging to you at all.
Check them in that order. The organisation-level ones block everybody at once.
Admin consent sits outside that list. Consent does not stop you selecting a client or starting a conversation.
Consent stops the actions working once you are in, which is why a consent problem looks like everything failing rather than being locked out.
| What has to be true | Where it is set | What you see when it is missing |
|---|---|---|
| The client belongs to your organisation | Added under My Clients | Access is refused for that client |
| Multi-tenant access is on for the organisation | Settings, under Multi-tenant access | A message that multi-tenant chat is not enabled for your organization |
| Access groups exist at all | Settings, access groups | A message that your organisation has no access groups configured, naming the master administrator as the person who fixes it |
| The person’s group has multi-tenant access | Settings, in the group’s permissions | A message that your account does not have multi-tenant access permission |
| The client has not opted out | On the client record | A message naming the client and saying it has disabled MSP AI access |
| Admin consent has been granted | The client’s own Microsoft sign-in | Actions fail rather than access being refused |
Good to know
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.
Your own organisation and the practice client skip both multi-tenant checks.
The skip is why a new administrator can chat happily against both, then be refused on the first real client with nothing having changed.
The third row catches out more people than the others.
Turning on the organisation switch changes nothing while no access groups exist, because the person still has no group granting them access.
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.
Related pages
Granting consent, turning on multi-tenant access, and giving a client’s own staff access each have their own page.
The practice client is the safe place to confirm your own setup works before a real client is involved.