Login as Client & Return

Purpose

The "Login As" feature lets partners access any client's dashboard directly — without needing their password. This enables you to provide hands-on support, configure settings, troubleshoot issues, and demonstrate features, all while maintaining a complete audit trail.

Who Can Access

Prerequisites

• Active partner account
• Client workspace must exist (active or suspended)
• Sufficient partner permissions

Full Walkthrough

Accessing a Client Dashboard

Method 1: From Client List

1. Navigate to Partner Portal → Clients
2. Find the client in the list
3. Click Login As button on the row
4. A new browser tab opens with the client dashboard
5. You're now logged in as the client's primary admin

Method 2: From Client Details

1. Open the client detail page
2. Click Login As Client button
3. A new browser tab opens
4. You're viewing their dashboard

Method 3: Via API (Programmatic)

POST /api/v1/partner/clients/{id}/impersonate

Response:
{
  "login_url": "https://dashboard.skylightchat.com/partner-login?token=ipt_...",
  "expires_at": "2026-03-14T12:15:00.000000Z"
}

What You See as Partner

When logged in as a client:

1. Partner Banner — Yellow banner at top indicates partner session
2. Back Button — "← Back to Partner Portal" in header
3. Full Dashboard — Complete access to all client features
4. Timer — Session time remaining (15 minutes default)

Navigating the Client Dashboard

You have full access to:

• Dashboard and metrics
• Inbox and conversations
• Contacts and tags
• Channels and settings
• Team management
• AI configuration
• Billing (view only)

Returning to Partner Portal

Method 1: Back Button

1. Click ← Back to Partner Portal in the header
2. You're returned to the Partner Portal
3. The client session ends

Method 2: Close Tab

1. Simply close the browser tab
2. The impersonation token expires
3. Your Partner Portal session remains active

Method 3: Session Timeout

1. After 15 minutes of inactivity, session expires
2. Attempting actions shows "Session expired"
3. Close tab and re-initiate if needed

Security & Audit Trail

Token Security

• Single-use: Each token works only once
• Time-limited: Expires after 15 minutes
• Unique per session: New token for each Login As action
• No password access: Partner never sees client password

Audit Logging

All partner actions during impersonation are logged:

Viewing Audit Logs

Partners can view their own audit trail:

1. Go to Partner Portal → Settings → Audit Log
2. Filter by client or date range
3. See all impersonation sessions and actions

Clients can see partner access in their own audit log:

Field & Control Glossary

Login As Button States

Partner Banner Controls

Impersonation Token

Statuses & Badges

Session Status

Client View Indicators

When a client reviews their audit log:

Nested Screens

Login As Confirmation (Optional)

Some configurations show a confirmation:

┌─────────────────────────────────────────────────────────────────┐
│ Login as Client                                             [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ You are about to access:                                        │
│                                                                  │
│ 🏢 Gulf Logistics                                               │
│    Plan: Pro • Status: Active                                   │
│                                                                  │
│ This session will:                                              │
│ • Last up to 15 minutes                                         │
│ • Be logged in the audit trail                                  │
│ • Allow full dashboard access                                   │
│                                                                  │
│                              [Cancel]  [Login as Client]         │
│                                                                  │
└─────────────────────────────────────────────────────────────────┘

Partner Session Banner

┌─────────────────────────────────────────────────────────────────────────────┐
│ ⚠️ Partner Session: You are viewing Gulf Logistics as Rawabi Digital        │
│    Session expires in 12:34        [← Back to Partner Portal]               │
└─────────────────────────────────────────────────────────────────────────────┘

Session Expired Dialog

┌─────────────────────────────────────────────────────────────────┐
│ Session Expired                                             [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ Your partner session has expired.                               │
│                                                                  │
│ Any unsaved changes may have been lost.                         │
│                                                                  │
│ Return to the Partner Portal to start a new session.            │
│                                                                  │
│                       [Return to Partner Portal]                 │
│                                                                  │
└─────────────────────────────────────────────────────────────────┘

How It Connects

Common Use Cases

Technical Support

1. Client reports issue they can't describe
2. Login As to see their exact configuration
3. Identify and fix the issue
4. Document resolution for client

Onboarding Assistance

1. Client is new and needs help
2. Login As to set up channels for them
3. Configure AI agents with their prompts
4. Walk through while on call with them

Troubleshooting

1. Client says "it's not working"
2. Login As to replicate the issue
3. Check settings, permissions, connections
4. Fix or document for engineering

Demonstrating Features

1. Client asks how to do something
2. Login As to show in their actual account
3. Configure a real example
4. Better than generic documentation

Limits & Plan Behavior

Session Limits

What Partners Can't Do

Even during Login As, partners cannot:

• Change client's email/password
• Access billing payment methods
• Delete the client workspace
• Transfer ownership
• Access other partners' clients

Troubleshooting

Login As Button Not Working

Symptoms: Button doesn't respond or shows error

Solutions:

1. Check your partner account is active
2. Verify client workspace exists
3. Try refreshing the page
4. Check browser allows popups
5. Try a different browser

Session Expires Too Quickly

Symptoms: Kicked out before 15 minutes

Solutions:

1. Ensure you're actively using the dashboard
2. Don't leave tab idle in background
3. Initiate a new Login As if needed
4. Session time starts at token generation

Changes Not Saving

Symptoms: Made changes but they didn't stick

Solutions:

1. Check for session expired message
2. Ensure you clicked Save/Confirm
3. Verify client's plan allows the feature
4. Check for validation errors

Cannot Find Audit Log Entry

Symptoms: Action not appearing in logs

Solutions:

1. Check date filter range
2. Verify correct client selected
3. Logs may take 1-2 minutes to appear
4. Check partner audit log, not just client's

Client Reports Unauthorized Access

Symptoms: Client sees unknown partner login

Solutions:

1. Review audit log with client
2. Verify it was your team member
3. Check timestamp against support tickets
4. Confirm partner ID matches your account

Best Practices

Before Login As

• Inform client you'll be accessing their account
• Document the reason for access
• Check if they have sensitive data visible
• Note current time for audit purposes

During Session

• Work efficiently — 15 minute limit
• Take screenshots for documentation
• Avoid changing things without client knowledge
• Test changes before leaving

After Session

• Click "Back to Partner Portal" properly
• Document what you did/changed
• Follow up with client about resolution
• Update support ticket if applicable

Security Hygiene

• Don't Login As from public computers
• Log out of Partner Portal when done working
• Review audit logs periodically
• Report any suspicious activity

Related Articles

• Partner Portal Overview
• Create & Manage Accounts
• Partners API