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View-as and impersonation

Two tools let you see the platform the way a customer does — an everyday necessity for support and onboarding verification. The tenant selector scopes your own session to one tenant's data; impersonation signs you in as a specific user.

Viewing a tenant's data (tenant selector)

Operator accounts that can view tenants get a tenant selector in the page header, next to the page title: Tenant: followed by the selected tenant's name — or an orange Select a tenant badge when none is selected. Click it, pick a tenant, and the data pages — Dashboard, Conversations, QA, Reports — show that tenant's data, as its administrators see it. The selection sticks for your session until you change it.

Use the tenant selector to:

  • verify a new tenant's first conversations during onboarding;
  • reproduce what a customer reports seeing on their dashboards or conversation lists;
  • work with tenant-scoped pages (for example, uploading a conversation into a specific tenant).

The cross-tenant dashboard offers the complementary top-down path: an aggregate view of all tenants with drill-down into any tenant's analytics.

Note

The tenant selector changes which data you are viewing with your own operator permissions. It does not reproduce a particular user's role, permissions, or field-visibility settings — for that, impersonate the user.

Impersonating a user

Impersonation turns your session into that user's session — same role, permissions, access scope, and profile — so you can see exactly what they see and reproduce their issue.

  1. Go to Administration › User Management › Users (or the tenant's Users tab) and open the user.
  2. Click Impersonate in the toolbar.
  3. You are now signed in as that user. When finished, open the user menu (your name, top right) and click Exit user impersonation to return to your own session.

Notes and safeguards:

  • Impersonation requires the Impersonate permission on your role, and the target user must be visible to your access scope.
  • You cannot impersonate your own account. Root and system-administrator accounts cannot be impersonated at all, nor can inactive users or users without web-portal access.
  • Every impersonation is recorded in the audit trail as a sign-in of the target user annotated with the impersonator's name and login — customers can see that support accessed the account, and by whom.

Warning

While impersonating, anything you do — playing conversations, editing settings, deleting data — happens as the impersonated user. Keep support sessions read-only unless the customer has asked for a change.