Portal impersonation allows you to open the portal as the customer sees it, without needing their login credentials. This makes it easy to check the customer's experience, validate settings, or reproduce a problem.
Important:
Only available to users with Tenant Admin rights.
The customer must have an active portal account.
The customer portal must be activated in the environment.
Where can you find this function?
Go to the customer's details page, click on “more” and select “customer portal From here you can watch the customer portal for 15 minutes ⏱️.
How does it work?
1. Start of the impersonation
You click on 'Log in to the customer portal'.
A warning will appear that says:
Click Login to confirm.
2. During the impersonation
The portal opens in a new tab.
At the top you will see a blue banner:
"Impersonation mode: You are currently viewing the customer portal as this customer. All actions are logged for security reasons."
You can end the session immediately via 'End this session'.
All actions you perform are logged with your user data.
3. End of the session
Automatic: The session expires after 15 minutes.
Manually: Click 'End this session' in the banner.
Token expired: The system will automatically log out and show the login page.
When do you use this?
Support for customer issues
See exactly what the customer sees, for example with notifications or error messages in the portal.Testing and validating settings
Verify that a customer sees the correct rates, contracts, or documents.Training or demonstration
Use impersonation to show customers live how a specific action works in the portal.
Summary:
The impersonation session is temporary (15 minutes).
All actions are logged and visible in the audit trail.
You will see a blue banner when the session is active.
The session can be terminated manually at any time.
Only users with Admin rights can use this feature.