How to Grant and Manage User Impersonation Access

1. What This Feature Does

The User Impersonation feature allows administrators to grant one user access to another user’s account in a controlled and secure way.

This enables delegation without sharing credentials and allows users to:

• Log in to another user’s account (Login Access)
• Send messages or files as another user (Send Access)

2. Who Can Use It

• Admin users can grant and manage user impersonation access

Plan-Based Behavior

For All Plans (Except Individual Plans)

• User Impersonation is available on all multi-user plans
• Admins can grant and manage access between users
• Access is controlled at the individual level

For Individual Plans

• User Impersonation is not available
• This is because Individual plans support only a single user and do not include delegation features

For Enterprise Plans

• Access to this feature can be controlled through Manage Roles

When enabled:

• Specific roles can be granted permission to manage impersonation

When disabled:

• The feature is not available to those roles

3. Step-by-Step Instructions

A. Grant User Impersonation Access

1. Navigate to Settings
2. Select User Impersonation
3. Click Grant Access

4. Enter the following details:

• User Granting Access
  • Enter the email of the user whose account will be accessed
• User Receiving Access
  • Enter the email of the user who will receive access

5. Select one or both access types:

• ☐ Login Access
  • Allows the user to log in as the other user
• ☐ Send Access
  • Allows the user to send messages/files as the other user (within shared channels)

6. Click Confirm

• The impersonation relationship will be created and displayed in the table

B. View and Understand the Table

Once access is granted, it will appear in the table with the following columns:

• User Receiving Access
• Email Receiving Access
• User Granting Access
• Email Granting Access
• Login Access (Yes/No)
• Send Access (Yes/No)
• Actions

C. Edit User Impersonation Access

1. Locate the impersonation relationship in the table
2. Click the Edit (pencil icon) under the Actions column
3. Update the access types:

• Enable or disable:
  • Login Access
  • Send Access

4. Confirm your changes

D. Remove User Impersonation Access

1. Locate the impersonation relationship
2. Click the Delete (red X icon)
3. Confirm the deletion

• The access will be removed immediately

E. Bulk Delete User Impersonation Access

1. Select multiple impersonation entries
2. Click the Bulk Options dropdown
3. Select Delete
4. Confirm the action

Changes are applied immediately. There is no Save button.

4. What Happens After

• The user receiving access can immediately:
  • Log in as the other user (if Login Access is enabled)
  • Send messages/files as that user (if Send Access is enabled)
• Any changes to access permissions take effect instantly

Important Behavior

• Access can be configured as:
  • Login only
  • Send only
  • Both
• Login Access:
  • Allows full account access via the profile dropdown
• Send Access:
  • Only works when both users are part of the same channel
• Deleting access:
  • Immediately removes all impersonation capabilities

Security and Audit

• All impersonation activity is logged
• Actions are tied to the impersonated account for auditing
• Access should be granted carefully and reviewed regularly

5. Best Practice

To use User Impersonation effectively:

Grant the Minimum Required Access

• Use Send Access for simple delegation
• Use Login Access only when full account access is needed

Avoid Overlapping Access

• Keep impersonation relationships clean and intentional
• Avoid granting unnecessary duplicate access

Review Access Regularly

• Remove access when no longer needed
• Helps maintain security and compliance

Use Bulk Delete Carefully

• Bulk actions cannot be easily reversed
• Double-check selections before confirming