User Impersonation

User Impersonation allows authorized users to access another user's account view — without requiring password sharing or credential handoff. It's designed to support troubleshooting, experience validation, and account-level review across your franchise hierarchy.

Note: This feature is off by default. To enable it, email helpdesk@franconnect.com. Configurable options include impersonation access scope, impersonation alerts, and same-level (lateral) impersonation.

What you can do:

• Troubleshoot user issues directly from their perspective
• Validate the user experience at lower hierarchy levels
• Review account-specific behavior
• Maintain a full audit trail — all sessions are logged

Who Can Impersonate Whom

Impersonation follows your organizational hierarchy. A user can only impersonate accounts at their level or below, and only within their assigned area.

Hierarchy Table

Lateral (same-level) impersonation is off by default and must be explicitly enabled during feature setup.

Worked Example

Jane is a Divisional user in Division A.

She can impersonate:

• Franchise users within Division A
• Regional users assigned to Division A (if Training & Development Integration is active)

She cannot impersonate:

• Corporate users
• Divisional users in Division B
• Another Divisional user in Division A (unless lateral impersonation is enabled)

Assign Impersonation Access

Required role: Corporate Admin

Impersonation access is configured per user. Each user must be explicitly granted a list of accounts they are permitted to impersonate.

Navigation: Admin > Users > [Select user type] > Action menu > Manage Impersonate User

1. Go to Admin > Users and select the user type: Corporate, Divisional, Regional, or Franchise.
2. Locate the user you want to configure.
3. Click the Action button for that user → select Manage Impersonate User. A side drawer opens.
4. Use the multi-select dropdown to choose which users this person is allowed to impersonate. Users are grouped by type: Corporate, Regional, Divisional, Franchise.
5. Click Save.

Result: The selected users will now appear in that user's Impersonate User menu when they initiate a session.

Start an Impersonation Session

Available to: All authorized users (impersonation access must be pre-assigned by an Admin)

1. In the top-right corner, click the dropdown icon next to your username.
2. Select Impersonate User. A side drawer opens showing users you are authorized to impersonate.
3. Select the user you want to impersonate. The session starts immediately.
4. A banner appears at the top-right: "You are impersonating [username]"

If No Users Are Available

If you haven't been granted any impersonation access, the drawer displays:

"No impersonate access available. You do not have permission to impersonate any users at this time. Please contact your administrator to request access."

End an Impersonation Session

Available to: Any user in an active impersonation session

1. Click the dropdown icon next to the username in the top-right corner.
2. Select End Impersonation.

You are immediately returned to your own user session.

Email Notifications

Users can receive email alerts when impersonation access is assigned to them, and when an active session begins.

Navigation to configure: Options > Integration > Notifications > User Impersonation Email Notifications (checkbox)

Audit & Login Logs

Required role: Admin or Corporate Admin with Login Log access

All impersonation sessions are recorded. Use this to audit who impersonated which account and when.

Navigation: Admin > Access Control > Login Logs > User Logged In tab

1. Navigate to Admin > Access Control > Login Logs.
2. Select the User Logged In tab.
3. Locate the relevant user and click the value in the Login(s) column.
4. Review the Impersonated By Name column to identify who initiated the session.