This is a common setup issue, and it usually comes down to a small but important detail.
Many admins understandably assign permission sets and expect users to automatically appear under Act On It → Application Settings. While permission sets are involved, they aren’t what drives user visibility.
Act On It uses a picklist field on the User record called: Act On It User Type. This picklist is what controls Act On It access.
When you update this field:
Changing or clearing the value automatically updates or removes permissions as well.
If you don’t see Act On It User Type on the user record, the field likely hasn’t been added to the page layout yet. A Salesforce Admin can add it in a few clicks:
Repeat steps 5–7 if multiple user page layouts are in use. Once added, return to the user record and refresh. The picklist should now be visible.
Set the appropriate Act On It User Type on the user record and save.
From there, Act On It handles permission assignment automatically and the user will appear correctly under Application Settings.
For a full walkthrough, including a short video, see our detailed article on managing Act On It users.
