AllTalk Support : How to impersonate

How to Impersonate an Agent in AllTalk

Step 1: Access the Agents List

• On the Home page, click your name in the top-right corner.

• From the dropdown menu, select Agents.

• This will display a list of agents you manage.

Step 2: Start Impersonation

• Locate the agent you want to impersonate and click Manage.

• A notice will appear confirming that you are now impersonating the selected agent.

Note: You must have the appropriate permissions (Manager or Admin role). Current implementation uses a manager code or agent code for hierarchy control since RBAC is not fully deployed yet.

Step 3: Perform Actions

• While impersonating, you can view and manage conversations, leads, and other dashboard features as if you were the agent.

• Limitations: Certain sections like Billing are restricted during impersonation.

• Only one session token is allowed at a time.

Stop Impersonation

• To return to your own account, click Stop Impersonating located at the top center of the window.

⚠️ Important Notes

• Security: Use impersonation only for troubleshooting or training purposes.

• Compliance: Follow company policies when accessing another user’s account.