Who can use this: Tech admin
Available on: Enable Essentials, Enable
Ideal for: Tech admin
If a team member can't open a Coaching or Enable feature, a seat or permission setting is usually the cause. Find the section that matches what they're seeing and work through the checks.
The Coaching page redirects or shows an upgrade prompt
When a team member navigates to Coaching and sees a redirect or an upgrade prompt, it means either their seat isn't assigned or their permission profile doesn't include Coaching page access. Both must be in place for the page to load.
Check each of the following:
Seat assigned: In Admin center, go to Settings > Team members, select the team member, and confirm they have an Enable Essentials or Enable seat under Seats. If the seat is missing, assign it and ask them to try again.
Coaching page access enabled: Go to their permission profile in Settings > Permission profiles. In the Pages section, confirm Coaching is enabled. Enable it if it isn't, then ask them to refresh.
Note:
If a team member navigates to an Enable feature without a seat, Gong redirects them to an access request page without an error message. A redirect is a strong signal that the seat is missing.
Cannot score calls or see scorecard results
Scoring calls and viewing scorecard results are controlled by separate permissions. Check each one that applies.
Score calls permission missing: In the team member's permission profile, under Call and email actions, confirm Score calls is enabled. This permission requires an Enable Essentials seat.
Cannot see others' completed scorecards: In the team member’s permission profile, under Call and email actions, enable View all answered scorecards. This permission is off by default and requires an Enable Essentials seat. The team member must also have access to the call.
Scorecard not appearing on the call page: Check the scorecard’s visibility setting. A scorecard set to Scorer is visible on the call page only to the person who scored it, unless the viewer has View all answered scorecards permission. Learn more about scorecard visibility settings.
Initiatives page is locked or missing
Initiatives require Enable Essentials. If the page shows a lock icon or is not visible, check the following.
Seat: Confirm the team member has an Enable Essentials or Enable seat.
Initiatives page permission: In their permission profile, in the Pages section, confirm Insights is enabled and Initiatives is selected within it.
Insights stats scope: If the page loads but shows no data, check the Insights stats scope setting. It may be configured to a scope that returns no results.
Cannot open an AI Trainer training
AI Trainer requires the full Enable seat, not Enable Essentials. Trainees also need Coaching page access, because trainings open from the Coaching menu.
Seat type: Confirm the team member has an Enable seat (not Enable Essentials) assigned in Admin center > Team members.
Coaching page access: In their permission profile, in the Pages section, confirm Coaching is enabled. Without it, My trainings doesn't appear in the Coaching menu.
Training assigned: Confirm the training has been assigned to them by a manager or enablement builder. Trainees can only access trainings that have been assigned to them.
Navigation: Ask the team member to go to Coaching > My trainings. Use Assets > Trainings for creating and managing trainings.
Enable was accessible and now it's not
Sudden access loss is most often caused by a seat being removed or reassigned, typically during a package migration or after an accidental change.
Seat removed: Check in Admin center > Team members that the Enable seat is still assigned.
Legacy seat conflict: If your company recently migrated plans, a legacy Enable seat assignment may prevent the correct seat from being assigned. Remove the old Enable seat assignment before assigning the new one.
Permission profile changed: Check whether the team member's profile was recently updated or switched to a different profile. Re-enable Coaching page access if it was removed.
Note:
If the seat is assigned and the permission profile looks correct but access still isn't working, contact Gong support. Include a screenshot of the seat assignment and the permission profile.
Frequently asked questions
Can a team member request Enable access themselves?
No. Seats can only be assigned by an admin in Admin center. If a team member is redirected to an access request page, they can submit a request from there, but an admin must approve and assign the seat.
Why does the Coaching inbox load but show no team members or data?
An empty Coaching inbox usually means the Coaching stats setting in the permission profile is set too narrowly, or the manager doesn't have direct reports configured in Gong's hierarchy. Check that setting in their permission profile and confirm the team hierarchy is set up in Admin center. Learn more about setting up Enable access.