What is the difference between Open dashboard and View as customer?

Open dashboard takes you into their dashboard with nothing locked: you stay logged in as yourself and can set up anything, including features their plan hides. A bar at the top shows whose dashboard you are in. View as customer (called Login as customer before September 2026) shows their dashboard exactly as they see it, with their plan's limits. Use Open dashboard to do the work, and View as customer to check what they can see.

Why can't I find a Settings menu in my agency account?

There isn't one. Agency-side configuration lives under Business, Platform, and Resources. The Manage -> Settings menu only exists on the customer side. Open a customer account (Business -> Customers -> Manage Customers -> Open dashboard), use the Customer tab if your sidebar shows it, or log in as a customer to see it.

Where are Analytics and AI Insights? They are not in my sidebar.

They are tabs on the Dashboard page. Open the Dashboard and use the tab strip at the top: Analytics, QR Analytics, AI Insights, Search AI.

I added someone as a sales agent but can't find them under Team.

Sales agents and team members are different things. Sales agents live at Business -> Sales Agents and get their own flat sidebar when they log in. Team members belong to a customer organization and are managed at Manage -> Settings -> Team inside that account.

A customer says a menu item from this guide is missing for them.

Check their plan first: Business -> Billing & Revenue -> Custom Plans -> Features & Options. A feature set to hidden is removed from their menu entirely; set to upgrade it shows with a lock. Then check the unlock rules above: some items also need a connection, a purchase, or Stripe.

Where do I escalate or find support resources?

Docs live at Resources -> Learning -> Docs & Guides, the Skool community link is under Resources -> Learning -> Community, and chat support is the widget in the bottom corner of the dashboard.

On this page 6 sections

10 min readGetting Started

Platform Navigation Map

The complete map of where everything lives: the agency sidebar, the customer sidebar, the sales agent sidebar, and the screens that hide until something unlocks them.

Your guide, at your pace

Scan the overview. Open a section for its full steps and details.

New to these terms?

API: A way for two apps to share information or carry out tasks for each other.
SMS: A text message sent to a mobile phone number.
Webhook: An automatic message sent to another app when something happens, such as a new review arriving.

EmbedMyReviews shows a different sidebar depending on who is logged in: your agency account, a customer account, or a sales agent account. Most "I can't find it" moments come from looking in the right place on the wrong sidebar.

This guide is the canonical map. If a menu item is missing for you, check the visibility rules at the bottom. Several items only appear once something is enabled, purchased, or connected.

One platform, three sidebars

Your agency sidebar (Business, Platform, Resources) holds everything about running your business on EMR. To go into a customer's dashboard, go to Business -> Customers -> Manage Customers and click Open dashboard on the customer. Your sidebar becomes that customer's (Reviews, Auto Respond and Posts at the top, then Grow, Display, Connect, Manage) with nothing locked, even features their plan hides, and a bar at the top shows You're in plus the customer name, a Nothing locked badge, View as customer, and Back to Agency.

Steps and details

Some accounts also show an Agency / Customer switcher at the top of the sidebar. It is a shortcut to the same customer view, with a location switcher to pick the customer. It appears automatically once you have your first customer (and from day one if you signed up to use EMR for your own business). Accounts created before September 2026 always have it. You can show or hide it under Platform -> White-Label -> Configuration -> Advanced -> Customer tab in your sidebar.

The sidebar follows the page: an agency-only page (for example Platform -> AI & Automation -> Auto Respond) always shows the agency sidebar, and a customer-only page (for example a customer's Auto Respond) always shows the customer sidebar, whichever way you arrived: a link inside a page, a docs link, or a bookmark. Shared pages such as the Dashboard, Profile, Notifications, Organizations, and API & Webhooks keep whichever side you last used.

Important: the agency sidebar has no top-level Settings menu. Agency-side configuration lives under the Business, Platform, and Resources sections. The Manage -> Settings menu exists only on the customer side.

Agency sidebar: Business, Platform, and Resources sections for your own operations
Inside a customer's dashboard (Open dashboard or the Customer tab): Reviews, Auto Respond and Posts at the top, then the Grow, Display, Connect, and Manage sections, showing their dashboard with nothing locked
Business -> Customers -> Manage Customers -> View as customer (also in the top bar while you are inside an account; the button was called Login as customer until September 2026) shows their dashboard exactly as they see it, with their plan's limits
In the location switcher, your own agency's organization is labelled Your agency (internal). It is not a customer
Sales agents get their own flat sidebar: Dashboard, Customers, Sales Intelligence and Local Search Grid (each only if enabled on their agent record), and Settings -> Profile

The Agency tab, section by section

Steps and details · includes a table

The Agency tab, section by section
Menu path	What lives there
`Dashboard`	Overview plus the Insights tab strip: `Analytics`, `QR Analytics`, `AI Insights`, `Search AI`. These are tabs on the Dashboard page, not sidebar items
`Business -> Customers`	`Manage Customers` / `User Directory` / `Orders` / `Organizations`
`Business -> Billing & Revenue`	`Custom Plans` / `Custom Products` / `Connect Stripe`: how your customers pay you
`Business -> Sales Intelligence`	The prospecting workspace: `Prospect Search`, `Prospect Reports`, `Pipeline` tabs, plus `Public Form`, `Branding` and `Settings` links in the page header (agency owner only)
`Business -> Niche Finder`	Niche research tool
`Business -> Local Search Grid`	Grid rank scans
`Business -> Location Portfolio`	Every location of every customer in one place, with the branches that need attention first
`Business -> Publishing`	Google Business Profile posts across all customers: `Approvals` / `Needs Attention` / `Playbook` tabs (agency owner only)
`Business -> Sales Agents`	Create and manage sales agents. These are not team members
`Platform -> White-Label`	`Configuration` / `Domains` / `Website` / `Help Center` / `Translations` / `Report Branding`
`Platform -> Messaging`	`Email` / `Transactional Emails` / `Email Designs` / `SMS` / `WhatsApp` (coming soon)
`Platform -> AI & Automation`	`Artificial Intelligence` / `AI Prompts` / `Auto Respond` / `API & Webhooks` / `Integrations` / `Onboarding Blueprint`
`Resources -> Learning`	`Getting Started` / `Docs & Guides` / `Asset Vault` (legal templates, brand assets, Figma files) / `Community`
`Resources -> Account`	`Subscription` / `Profile` / `Notifications` / `Billing` / `Affiliate Program`: how you pay EMR and manage your own account
`Resources -> Developer`	`AI Hub` / `Logs` / `Sync Status`

Menu path · What lives there

Dashboard: Overview plus the Insights tab strip: Analytics, QR Analytics, AI Insights, Search AI. These are tabs on the Dashboard page, not sidebar items
Business -> Customers: Manage Customers / User Directory / Orders / Organizations
Business -> Billing & Revenue: Custom Plans / Custom Products / Connect Stripe: how your customers pay you
Business -> Sales Intelligence: The prospecting workspace: Prospect Search, Prospect Reports, Pipeline tabs, plus Public Form, Branding and Settings links in the page header (agency owner only)
Business -> Niche Finder: Niche research tool
Business -> Local Search Grid: Grid rank scans
Business -> Location Portfolio: Every location of every customer in one place, with the branches that need attention first
Business -> Publishing: Google Business Profile posts across all customers: Approvals / Needs Attention / Playbook tabs (agency owner only)
Business -> Sales Agents: Create and manage sales agents. These are not team members
Platform -> White-Label: Configuration / Domains / Website / Help Center / Translations / Report Branding
Platform -> Messaging: Email / Transactional Emails / Email Designs / SMS / WhatsApp (coming soon)
Platform -> AI & Automation: Artificial Intelligence / AI Prompts / Auto Respond / API & Webhooks / Integrations / Onboarding Blueprint
Resources -> Learning: Getting Started / Docs & Guides / Asset Vault (legal templates, brand assets, Figma files) / Community
Resources -> Account: Subscription / Profile / Notifications / Billing / Affiliate Program: how you pay EMR and manage your own account
Resources -> Developer: AI Hub / Logs / Sync Status

Worth knowing

The API & Webhooks page has its own tab strip: API Tokens, AI Hub, and Webhooks. AI Hub therefore appears in two places: the tab on that page and the fuller dashboard under Resources -> Developer -> AI Hub.

The customer sidebar (and your Customer tab)

Steps and details · includes a table

The customer sidebar (and your Customer tab)
Menu path	What lives there
`Reviews`	The review inbox: reply, tag, filter, respond with AI. Tabs: `All`, `Needs Response`, `Negative`, `Flagged`, and `Removed` for Google reviews that are no longer on Google
`Auto Respond`	Auto-respond rules (top-level item, not under Settings)
`Posts`	Google Business Profile posts for the current location (top-level item, not a section), on four tabs: `Posts` (`Calendar`, `List`, `Approvals`, `Needs Attention`) / `Media` / `Autopilot` / `Settings` (`Publishing`, `Business Facts`, `Voice and Instructions`, `Approvals and Notices`)
`Grow -> Campaigns`	`Invites` (contacts and lists) / `Request Reviews` (campaigns)
`Grow -> Review Tools`	`Feedback Forms` / `QR Codes` / `NFC` (only after an NFC order exists)
`Display -> Social Proof`	`Widgets` / `Social share`
`Connect -> Integrations`	`Sources` (review platforms) / `Custom Sources`, and, only when you are inside the customer account from your agency (`Open dashboard` / `Customer` tab), `Automations`
`Manage -> Settings`	`Profile` / `Reports` / `Notifications` / `Organizations` or `Locations` / `Team` / `Api & Webhooks` / `SMS` / `Email` / `WhatsApp` (coming soon) / `Email Settings`. Each appears only when the plan and permissions allow it
`Manage -> Services`	The services and add-ons you sell (a single page, no sub-menu). Appears only for customer logins, only when at least one service is live, and only when the plan's Services Page option is not hidden
`Manage -> Billing`	`Subscriptions` / `Buy credits` / `Credit usage` / `Billing Portal`. Appears only for customer accounts, and only when the plan's Billing Pages option is not hidden

Menu path · What lives there

Reviews: The review inbox: reply, tag, filter, respond with AI. Tabs: All, Needs Response, Negative, Flagged, and Removed for Google reviews that are no longer on Google
Auto Respond: Auto-respond rules (top-level item, not under Settings)
Posts: Google Business Profile posts for the current location (top-level item, not a section), on four tabs: Posts (Calendar, List, Approvals, Needs Attention) / Media / Autopilot / Settings (Publishing, Business Facts, Voice and Instructions, Approvals and Notices)
Grow -> Campaigns: Invites (contacts and lists) / Request Reviews (campaigns)
Grow -> Review Tools: Feedback Forms / QR Codes / NFC (only after an NFC order exists)
Display -> Social Proof: Widgets / Social share
Connect -> Integrations: Sources (review platforms) / Custom Sources, and, only when you are inside the customer account from your agency (Open dashboard / Customer tab), Automations
Manage -> Settings: Profile / Reports / Notifications / Organizations or Locations / Team / Api & Webhooks / SMS / Email / WhatsApp (coming soon) / Email Settings. Each appears only when the plan and permissions allow it
Manage -> Services: The services and add-ons you sell (a single page, no sub-menu). Appears only for customer logins, only when at least one service is live, and only when the plan's Services Page option is not hidden
Manage -> Billing: Subscriptions / Buy credits / Credit usage / Billing Portal. Appears only for customer accounts, and only when the plan's Billing Pages option is not hidden

Worth knowing

This is a customer-side screen. Because you are in your agency account, you can reach it two ways: go to Business -> Customers -> Manage Customers and click Open dashboard on the customer: you go into their dashboard with nothing locked, even features their plan hides, and a bar at the top shows whose dashboard you are in (handy for done-for-you setups or granting access beyond a plan); or choose View as customer on the same page to see their dashboard exactly as they see it, with their plan's limits. If your sidebar shows the Agency / Customer switcher, the Customer tab plus the location switcher is a shortcut to the same place.

Items that hide until something unlocks them

If a menu item from the tables above is missing, one of these rules is almost always why. The first place to check is always the customer's plan: Business -> Billing & Revenue -> Custom Plans -> Features & Options.

Steps and details

Almost every customer-side item is gated by a plan option with three states: enabled, upgrade (visible but locked), or hidden (removed from the menu entirely). Several ship hidden by default.
NFC appears only once the organization actually owns NFC products (after an order)
Manage -> Billing appears only for customer accounts, disappears entirely when the plan hides billing pages, and its Subscriptions and Billing Portal entries need your Stripe to be connected
Manage -> Services appears only for customer logins (not Open dashboard or the Customer tab, so check it with View as customer), only once at least one service in Custom Products is live, and disappears when the plan hides the Services Page. Services paid through Stripe checkout also need your Stripe to be connected
Manage -> Settings -> SMS, Email, and WhatsApp appear only for customer-owned organizations with the matching own-provider plan option; WhatsApp is coming soon and additionally waits on Meta approval
Email Settings (customer sending domain) appears only when the resolved email provider supports custom domains
The bulk Old Reviews button on Auto Respond rules appears only on rules scoped to a specific organization, not on all-organization rules
Resources -> Developer -> AI Hub needs the API access permission plus the AI Hub plan feature
The widget builder stays empty until at least one review source has synced reviews
Posts appears when the plan's Publishing option is not hidden and the customer's What the customer can do themselves level is not Nothing: the agency does everything. Team members also need the View posts permission
Posts -> Autopilot follows its own Autopilot plan option and needs the Create and schedule posts level. With Approve posts only, Posts -> Settings shows only a read-only Business Facts tab
Business -> Publishing is always in the agency owner's sidebar, whatever the plans say
Sales agents and team members never see Business -> Publishing

Quick find: "where do I…"

Steps and details · includes a table

Quick find: "where do I…"
I want to…	Go to
Pay my own EMR subscription or download EMR invoices	`Resources -> Account -> Subscription` and `-> Billing`
Set up how my customers pay me	`Business -> Billing & Revenue -> Connect Stripe`, then `Custom Plans`
Sell a service, add-on, or merchandise to my customers	`Business -> Billing & Revenue -> Custom Products` -> `Create Product` -> `Service or add-on`
See who bought a service	`Business -> Customers -> Orders`
Change my brand logo, colors, favicon, currency, languages	`Platform -> White-Label -> Configuration`
Add a custom domain	`Platform -> White-Label -> Domains`
Connect email / SMS / WhatsApp (coming soon) senders	`Platform -> Messaging`
Connect OpenAI or OpenRouter	`Platform -> AI & Automation -> Artificial Intelligence`
Set the AI model for Google posts	`Platform -> AI & Automation -> Artificial Intelligence` -> `Model for posts (optional)`
Approve Google posts across customers	`Business -> Publishing` -> `Approvals` tab
Turn on Google posts for a customer location	Customer account -> `Posts -> Settings` -> `Publishing` tab, or `Connect -> Integrations -> Sources` -> `Turn On Publishing` on the Google card. For many locations at once: `Business -> Publishing` -> `Review and Turn On` (`Turn On Publishing` on a new account)
Edit AI reply prompts	`Platform -> AI & Automation -> AI Prompts`
Create API tokens, webhooks, or an AI Hub connection	`Platform -> AI & Automation -> API & Webhooks`
Build reusable setup packages for new customers	`Platform -> AI & Automation -> Onboarding Blueprint`
Find the DPA, contract templates, Figma files	`Resources -> Learning -> Asset Vault`
Connect a customer's Google or Facebook	`Business -> Customers -> Manage Customers -> Open dashboard` -> `Connect -> Integrations -> Sources`
Edit a customer's review notifications	Customer account -> `Manage -> Settings -> Notifications`
Add locations to a customer	`Business -> Customers -> Organizations` -> open the organization -> `Create Location`
See why a customer is missing a feature	`Business -> Billing & Revenue -> Custom Plans` -> their plan -> `Features & Options`

I want to… · Go to

Pay my own EMR subscription or download EMR invoices: Resources -> Account -> Subscription and -> Billing
Set up how my customers pay me: Business -> Billing & Revenue -> Connect Stripe, then Custom Plans
Sell a service, add-on, or merchandise to my customers: Business -> Billing & Revenue -> Custom Products -> Create Product -> Service or add-on
See who bought a service: Business -> Customers -> Orders
Change my brand logo, colors, favicon, currency, languages: Platform -> White-Label -> Configuration
Add a custom domain: Platform -> White-Label -> Domains
Connect email / SMS / WhatsApp (coming soon) senders: Platform -> Messaging
Connect OpenAI or OpenRouter: Platform -> AI & Automation -> Artificial Intelligence
Set the AI model for Google posts: Platform -> AI & Automation -> Artificial Intelligence -> Model for posts (optional)
Approve Google posts across customers: Business -> Publishing -> Approvals tab
Turn on Google posts for a customer location: Customer account -> Posts -> Settings -> Publishing tab, or Connect -> Integrations -> Sources -> Turn On Publishing on the Google card. For many locations at once: Business -> Publishing -> Review and Turn On (Turn On Publishing on a new account)
Edit AI reply prompts: Platform -> AI & Automation -> AI Prompts
Create API tokens, webhooks, or an AI Hub connection: Platform -> AI & Automation -> API & Webhooks
Build reusable setup packages for new customers: Platform -> AI & Automation -> Onboarding Blueprint
Find the DPA, contract templates, Figma files: Resources -> Learning -> Asset Vault
Connect a customer's Google or Facebook: Business -> Customers -> Manage Customers -> Open dashboard -> Connect -> Integrations -> Sources
Edit a customer's review notifications: Customer account -> Manage -> Settings -> Notifications
Add locations to a customer: Business -> Customers -> Organizations -> open the organization -> Create Location
See why a customer is missing a feature: Business -> Billing & Revenue -> Custom Plans -> their plan -> Features & Options

Common questions

Related guides

Keep moving through the docs in the order that fits your agency setup.

Getting Started

Organizations and Locations

Getting Started

Team Members and Permissions

Billing & Invoicing

Custom Plans and Stripe Billing

White-Label Setup

White-Label Configuration

Getting Started

Connecting Review Sources

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