What permissions, location or role is needed to have access to chat agents?

Q&A
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1

I used the chat agent last week and it worked, I was trying to use it today and it shows this message “Chat agents isn’t available due to your region, role or permissions right now”. Nothing changed on my end, do anybody have an idea of what happened?

2

Hi. Thanks you for your question! :slight_smile: Many of our community Experts and folks from our team are on holiday right now. I asked “My Assistant” (universal chat) in Quick Suite, and got this back.
@Brett Could you review and validate the answer below on Monday after you return from holiday?

“Possible Causes and Solutions

1. Custom Permissions Restrictions

Your Quick Suite administrator may have restricted chat agent access through custom permissions.

There are two types of restrictions:

  • Complete chat agent restriction: All chat agent functionality is disabled (chatting with default agent, custom agents, and creating new agents)

  • Chat agent creation restriction only: You can still chat with agents but cannot create new ones

Solution: Contact your Quick Suite administrator to verify your custom permissions profile and ensure the “Chat agent” capability is enabled for your user account or group.

2. Role-Based Access

Quick Suite admins control who can access and create chat agents.

Your user role (author or reader) must have the appropriate permissions enabled.

Solution: Ask your administrator to:

  • Check if chat agents are enabled for your role

  • Verify you’re assigned the correct user type with chat agent access

  • Review your custom permissions profile in the admin console

3. Regional Availability

While chat agents are available in most Quick Suite regions, there may be regional limitations for certain features.

Solution: Verify with your administrator that:

  • Your Quick Suite instance is in a supported region for chat agents

  • No regional restrictions have been applied to your account

4. Recent Permission Changes

Since you mentioned it worked last week, your administrator may have recently:

  • Modified custom permissions profiles

  • Changed your user role or group membership

  • Applied new restrictions to chat agent capabilities

Immediate Steps to Take

  1. Contact your Quick Suite administrator and ask them to:

    • Check your custom permissions profile under Manage Quick Suite > Customization > Custom permissions

    • Verify the “Chat agent” capability is enabled for your account

    • Confirm no recent changes were made to chat agent access policies

  2. Verify your account status:

    • Ensure your Quick Suite subscription is active

    • Confirm you haven’t been moved to a different user group with restricted permissions

  3. Check for system-wide changes:

    • Ask if chat agent access was recently restricted organization-wide

    • Verify if other users are experiencing the same issue”

3

Hi @malouv,
Here is a full breakdown of the regions that support Quick Suite;

What region is your account setup in? Is it possible that your region accidentally got changed? You can check what your current region is through the person icon in the top right corner and there will be a teardrop logo next to the current region.

1 Like
4

Hi,

I have the same issue: I relocated in Sept from Paris to Tokyo in the Amazon Ads team. I setup Quicksuite but do not have access to Chat Agent functionality (while my current JP colleagues AND my former FR colleagues have access to it). Same “Chat Agents not available” error.

How can I contact my QS administrator to check the above permissions steps?