For every customer in the table, once you have any signed up, its row offers an “Enter” button that takes you into that tenant’s Platform, exactly as its own administrator sees it — the same impersonation mechanism internal staff uses on any tenant (Manual 29, section 9), now applied to a partner over their own customers.
Requirements: Owner or Member role with the impersonation permission.
- Tap “Enter” on the customer’s row.
- Type a reason — required, at least 10 characters — for example “checking the WhatsApp connection the customer reported”.
- Confirm.
Result: you’re redirected to the customer’s Platform with the same permanent banner staff uses for impersonation (“You’re viewing the account of… · action logged for audit”, with an Exit button). Access is full administrator access to the tenant — not a read-only view: you can configure channels, agents, see conversations, and make any change the customer themselves would make. The only thing set apart from normal access is that the action is always audited: the reason, your partner identity, and the tenant you acted on are logged permanently, visible in your Activity (Manual 41) and in the Platform’s internal audit trail.
Important — You can only enter YOUR OWN customers
An attempt to impersonate a tenant that isn’t in your portfolio (another partner’s, or a direct customer of the Platform) is rejected exactly the same as a nonexistent tenant — without leaking whether the tenant exists but belongs to someone else.
Note — “Connect WhatsApp”
Besides “Enter”, if your account has the corresponding permission, each row can also show a wizard to set up that customer’s WhatsApp Business number without you having to enter their panel first.
Warning — Transparency and training reach you too
The EU AI Act’s transparency notice (Art. 50) — that the end customer always knows they’re talking to an AI — stays active inside the customer’s panel you’re impersonating, exactly as their own team sees it (Manual 35). And the training obligation from the same Regulation’s Art. 4 also reaches your own company’s staff who enter your customers’ panels through this route: read Manual 35 before operating real customer accounts, just as a member of an agency’s team would.