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How to Impersonate or Assume Identity of a Contact
1 min read
Updated:
Aug 05, 2025
Sometimes, it’s necessary to impersonate a customer account to investigate issues or problems that the customer has reported. This can be a helpful troubleshooting step for customer support or system administrators.
To impersonate a contact, follow the given steps:
- Go to the Contacts module >Contacts to open contacts listing page.
- Select Verified Contacts view.
- Open a contact profile of the user whom you want to impersonate.
- Click Impersonate option.
- Only verified contacts can be impersonated.
- To impersonate a user for other brands, use the respective brand’s URL or ensure that the portal URL matches the corresponding brand’s URL.
Access Permissions
To impersonate a user, an agent should have the Impersonate Contact permission enabled for his or her assigned role.
To know more about roles and permissions, refer How to Manage Roles and Permissions
Check out this video tutorial for more details.
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