How to Impersonate or Assume Identity of a Contact
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 customer account, agents should have Impersonate contact permission.
For impersonating a contact, open a contact profile of the user whom you want to impersonate and Click Impersonate.
Note: 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
For accessing the Impersonate option, an agent should have the Impersonate Contact permission assigned to his or her role. Refer to this article to know more about Roles and permission.
Check out this video tutorial for more details.
