If Evo Copilot, Evo Feed, or other Evo-linked features are not visible in Access Care Planning, there are several layers that must all be in place. This article explains each one and what to check.
Evo Copilot is not visible
For Evo Copilot to appear in ACP, all of the following must be true:
1. Copilot must be enabled at tenant level by Access. The Enable Evo Copilot setting is a system-level preference in ACP that defaults to off. It can only be enabled by Access staff, not by Tenant Administrators. If Copilot has been purchased but does not appear, contact your Account Manager to request activation.
2. The user must have an active Evo account linked to ACP. Copilot is delivered through the Evo Platform. A user must be logged into Evo and have ACP linked to their Evo account. See Link Access Care Planning to Access Evo for setup steps.
3. Functional cookies must be enabled. Copilot requires functional cookies to operate. If a user has rejected non-essential cookies, Copilot will not appear. To resolve:
Click the hamburger menu (☰) in the top-left corner of ACP.
Go to Resources, then Cookie Policy, then Manage cookie preferences.
Enable Functional cookies and save.
📌 Note: Alternatively, functional cookies can be enabled via Access Evo settings. Go to your name in the top right of Evo, click My Settings, then click the cookie icon and enable the cookies.
4. The user must not be an Evo Administrator. Evo Admin users cannot see the ACP product in the Evo dropdown by design. If a user holds the Evo Admin role and needs to use Copilot in ACP, they should access ACP through a separate standard Evo user account.
Evo Feed notifications are not appearing
For Evo Feed notifications from ACP to appear, the following must all be configured:
Enable Evo Feed at tenant level. As with Copilot, the Enable Evo Feed setting is a system-level preference that defaults to off. Contact your Account Manager if Feed has been purchased but is not active.
For missed visit alerts in Feed (Branch Administrators only):
Go to Configuration, then Tenant Preferences.
Ensure Alert and Notification Service Status is enabled in Web Console Preferences.
Go to the relevant branch and edit the Alert Notification Settings.
Set Notification Type to Access Feed or ALL.
📌 Note: Missed visit alerts via Evo Feed are only available for Branch Administrators. Tenant Administrators and Carers do not receive missed visit alerts via Feed.
For automation-triggered Feed notifications: When configuring an Automation Rule, select Send Evo Feed Item as an action. The recipient must have an active Evo account linked to ACP. If no recipients have linked Evo accounts, the Feed item will not be delivered.
Features are still not showing after checking all of the above
If you have confirmed tenant-level enablement, linked Evo accounts, and correct cookie settings, and features are still not visible, the most likely cause is that the user's session is caching an older permission state. Ask the user to:
Log out of both ACP and Evo completely.
Clear their browser cache or try in an incognito/private browser window.
Log back in through the Evo Platform dropdown.
If features are still not visible after this, raise a support case via the Access Digital Assistant. Include the feature name, the user's username, and the ACP server version.