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What it is for

To check what the client sees, without changing anything. You open the organization’s app in another tab, in read-only mode.

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Who can do it

Only the agency Owner and Admin can open as client. An organization being deleted does not show the button.

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Where to click

The Open as client button appears:
  • at the top of the organization;
  • in the side panel of an organization under Organizations;
  • in the Users list, in the person’s side panel;
  • in Today, as a shortcut.

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Step by step

1

Click Open as client

The window “Open (organization name) as client” opens. It warns you: you will see the app in read-only mode, the access is logged in the audit and the client can see that the agency opened it.
2

Give the reason

Write the Reason, from 5 to 300 characters. For example: check the support queue at the owner’s request.
3

Choose the length

Under Session length, choose 15, 30, 60 or 120 minutes. The default is 30 minutes. After that time, the session ends on its own.
4

Open the app

Click Open the client app. The client’s app opens in a new tab.

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What happens next

In the app, a banner says: “You are viewing as (organization) · read only. This access is logged and (organization) can see who entered.”
  • Sending, replying and changing chats stay with the client’s team. The reply field shows “Read-only”.
  • Write actions show “Read-only session: nothing was changed.”
  • When the time is up, “The read-only session has ended.” appears.
The access is recorded in the agency’s Audit log and is visible to the client.

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Common errors

  • “Tell the reason (5 to 300 characters).”
  • “Only the agency Owner and Admin open as client.”
  • “Organization not found.”
  • “Could not open right now. Try again.”
  • On the app’s sign-in screen: “Sign in with your agency account to open the organization in read-only mode.” Sign in to the agency portal and try again.

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