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Use Impersonate to open the customer app in your browser as a user, for
example to see exactly what they see while you work a support request. You need
write-tier Platform Admin access and a reason for the action.
- Open Users and click the user’s row.
- In Actions, select Impersonate.
- Verify the email address, choose Read-only or Full access, enter
your reason, and select Start impersonation.
The customer app opens in the same tab, signed in as the user, on their
organization’s home page. The session lasts 30 minutes; to keep working after
that, start a new impersonation from the user’s page. Any Bizzy sign-in of your
own in this browser is replaced.
Read-only, the default, lets you look without changing anything: saving,
sending, deleting, connecting an integration, and the agent chat are all
refused, and the page tells you the session is read-only. Full access acts
as the user: anything you do counts as their own action.
Impersonate is not offered while the user is restricted or has no active
organization; the Actions panel says which.
The user’s audit log records user.impersonate.start, the staff actor, your
reason, the mode, and the organization the session opened on. If the action
fails, no session is handed over.
What the customer app shows
While you impersonate, a banner at the top of every page shows the user’s
email, your email, the mode, and the time left. When the 30 minutes run out, the
customer app returns to its sign-in page. Select Stop impersonating in the
banner to end the session sooner: the customer app signs out, you return to the
user’s page in the Platform Admin App, and the user’s audit log records
user.impersonate.stop.
Ending an impersonation
While someone is impersonating the user, the user’s page shows Impersonation
active with the number of sessions, who opened them, and when the latest one
expires. The count under Active sessions is the user’s own sign-ins and
leaves impersonation sessions out.
- Open Users and click the user’s row.
- In Actions, select End impersonation.
- Verify the email address, enter your reason, and select End
impersonation.
Every active impersonation session for the user ends; the user’s own sessions
stay signed in. A customer-app tab that is already open can keep working for up
to five minutes before it signs out too. If there is nothing to end, you see
“No active impersonation sessions to end.”
A session that reaches the end of its 30 minutes ends on its own and writes no
audit entry.
The user’s audit log records user.impersonate.stop, the staff actor, your
reason, and the sessions ended. If the action fails, the sessions stay active;
your reason remains in the dialog so you can retry. Last modified on October 3, 2026
