Summary: A user's Contractor role is assigned at the department level. Conversations are only visible to that user if they're tagged to one of those specific assigned departments. Profile and booking visibility, by contrast, follows the location that the assigned department belongs to — so being able to see a guest's profile or booking at a location does not mean the user can also see every conversation there, only ones tagged to their own department(s). If a conversation belongs to a department that isn't part of the user's Contractor role assignment, it won't appear in History, Search, or on the guest's profile. This is expected behaviour, not a bug.
Permissions Required: This scenario applies to users with the Contractor role. To check this, a Location Admin or Brand Admin can go to Settings > Users, find the user, and check their Application role > Contractor role.
🗒️ Note: This article covers conversation visibility only. For a full breakdown of what the Contractor role can and cannot see or do across profiles, bookings, notes, tags, requests, and payments, see What Can the Contractor Role See and Do in AXP?.
Steps to check
These steps should be carried out by a Location Admin or Brand Admin, since a Contractor cannot check their own department assignment or see which department a conversation is tagged to.
Confirm the user has the Contractor role — go to Settings > Users, find the user, and check their Application role > Contractor role.
Check which departments are assigned under that user's Contractor role.
Check which department the guest's conversation is tagged to (a Brand or Location Admin can confirm this, since it may not be visible to the contractor themselves).
If the conversation's department isn't one of the departments assigned under the user's Contractor role, this explains why it doesn't appear in History — no error has occurred.
If the user needs to see that conversation, ask a Brand Admin or Location Admin to add the relevant department to their Contractor role's department assignment.
Common Questions
Q: Why can't I find a guest's conversation in the History tab?
A: Conversations are only visible to a user with Contractor roles if the conversation included of the departments their account has been given access to.
If they can see a guest's profile or booking but not their conversation, it means the conversation belongs to a different department than the ones assigned to their account. This is expected behaviour — it keeps conversations visible only to the right teams.
Q: I can see the guest's profile and booking — why not their conversation?
A: Profile and booking visibility work differently from conversation visibility. Being able to see a guest's profile doesn't automatically give you access to every conversation on that profile — conversation access depends on which department the conversation is tagged to, and whether that matches one of your assigned departments.
Q: I work at the same location as the guest — shouldn't that be enough to see their conversation?
A: Not necessarily. Access to conversations is based on department, not location. Working at the same property with a Contractor role in the location doesn't guarantee access to the guest's conversation if it belongs to a department outside your assigned departments.
Q: Is this a bug?
A: No. This is expected, by-design behaviour, to keep conversations visible only to the departments responsible for them.
Q: How can I get access to a conversation I can't currently see?
A: Ask your Brand Admin or Location Admin, who doesn't have Contractor roles, to check which department the conversation belongs to, and to add that department under User details > Application role > Contractor role if appropriate.
Q: Does this affect Search as well as History?
A: Yes. If a conversation belongs to a department outside your access, it won't appear in Search or History, even if you can find the guest's profile itself.
Q: Can I see internal notes on a conversation?
A: Notes follow the same access rules as conversations. If you can't see a conversation because of department access, you won't be able to see notes attached to it either.
Q: What about other guest data, like bookings, contact details, or payments?
A: Those follow different access rules than conversations. See What Can the Contractor Role See and Do in AXP? for a full breakdown of what a Contractor can and cannot access.