Fix: AI Options Are Missing

Why This Matters

You have heard about the AI tools, or you used them last week, and now they are not there. The AI menu is gone from the navigation bar, or the AI buttons you expected on a screen are missing.

Almost always this comes down to permissions, and it takes about a minute to sort out.

The AI Menu Is Not in My Navigation Bar

If you are on a team, your access to AI is controlled by a single permission called AI Features. It is either granted or denied for each team member, and when it is denied the entire AI menu disappears. Not part of it. All of it.

The account owner or an administrator can change this. In the team member's Account Settings, under Permissions, look for AI Features in the Access group, alongside Deals, Messages, and Texting. Switch it to Grant and save.

Sign out and back in, and the AI menu will be there.

If you are the account owner and the AI menu is missing entirely, contact support.

I Can See the AI Menu but Not Buy AI Credits

That is expected. Buying credit packs is restricted to the account owner, and the AI Features permission does not change it.

If the account needs more credits, ask your account owner to purchase a pack.

The AI Tools Are There but Nothing Happens

Check your credit balance. It is shown in the badge at the top right of every AI page, and in the AI Credits panel on the AI Dashboard.

Every AI action costs credits, and when the account runs out, there is nothing left to spend. Monthly credits come back on the 1st of each month. If you need them sooner, the account owner can buy a credit pack.

Remember that everyone on the account shares one credit pool, so it is possible for someone else's work to have used up the balance. The AI Usage Report shows who spent what.

I'm Looking for an AI Button That Isn't There

A few AI options only appear in specific places, so it is worth checking that you are on the right screen.

Build with AI appears on the Email Templates, Landing Pages, and Workflows list pages, and it opens the matching AI Builder.

Write Email with AI appears in two places: on the New Email Template screen after you click Add Email Template, and in the Actions menu on a contact record.

Compose with AI Writer appears on a contact's Connected Inbox tab, but only if you have connected Gmail or Outlook. Without the integration, there is no Connected Inbox tab and no button.

There is no AI option on the Letter Templates screen. To write a letter with AI, start in the AI Writer and use Copy to New Letter Template when your draft is ready.

Questions and Answers

Q: I granted AI Features but the menu still isn't showing. What now?

A: Have the team member sign out and sign back in. Permission changes take effect on the next sign in.

Q: Can I give a team member access to just the AI Writer and not the Builders?

A: No. AI Features is a single switch covering all the AI tools. A team member either has the whole AI menu or none of it.

Q: Why can I use the AI tools but not buy credits?

A: Purchasing is limited to the account owner. It is a separate restriction from the AI Features permission, and it applies no matter what your permissions say.

Q: My credits are gone and it's only the 12th. What happened?

A: Everyone on the account shares one credit pool, so a teammate's work draws from the same balance as yours. Check the AI Usage Report to see where the credits went. Image generation and the AI Builders cost far more than simple text drafts, so a few of those can move the balance quickly.

Guide Type: Fixes & Troubleshooting

Estimated Time: 3 minutes