Impersonation

Impersonation opens the client portal as a selected client so an authorized team member can reproduce a problem or help with a workflow. Actions taken in that session use the client's portal context.

Requirements

The impersonation routes require view_clients, and the account must qualify as an admin or team member for impersonation. The selected identity must be an eligible client in the workspace. Clients need a verified email before impersonation can start.

If the client has no linked login, the app may need to create or link its client identity first. It will still require client email verification; impersonation does not bypass that step.

Start a Session

1. Open Impersonation in the team workspace, or use an available impersonation action on a client.
2. Find the client and start the action.
3. Review and confirm the dialog.
4. Wait for the client dashboard to load. The impersonation banner identifies the session.

Use the session to inspect the relevant client experience. Confirm any changes with the client before making them.

Return to Your Account

Click Stop Impersonation in the banner. The app returns to the team dashboard as your original account. Finish the session when the investigation is complete.

Troubleshooting

• Cannot start: Check your workspace role and client-view permission, the selected client's workspace membership, and email verification.
• Unexpected client view: Check the client's organization and access settings; the session follows that client's context.