Providing Shopper Assistance

There are times when customers need help with their order. To see what they see, store administrators can use Login as Customer, which allows them to see what the customer sees and take actions on their behalf.

Any actions taken while logged in as the customer are applied to the actual customer’s account.

When it is enabled for an Admin user, the Login as Customer button will appear in multiple pages:

Login As Customer

Enable Login as Customer

Enabling Login as Customer requires that you enable the feature in your commerce instance and then enable access for Admin users in the user role permissions.

Enable the feature

  1. On the Admin sidebar go to Stores > Settings > Configuration.

  2. In the left panel, expand Customers and choose Login as Customer.

    Configuration options - Login as Customer

  3. Set Enable Login as Customer to Yes.

  4. (Optional) Set Disable Page Cache for Admin User to No to enable the page cache when the Admin user logs in as a customer.

    Disabling the page cache (Yes - default) ensures that the user logging in as Customer will get fresh, uncached data.

  5. (Optional) Set Store View to Log in to Manual Selection if you have a multi-site and/or multi-store setup and want the Admin user to select the store view when logging in as a customer.

  6. When complete, click Save Config.

Enable access for Admin users

  1. On the Admin sidebar, go to System > Permissions > User Roles.

  2. Click a role in the list to edit it.

  3. In the Role Information left panel, click Role Resources.

  4. Change Role Resources on the page to Custom.

    With this option selected, the resource hierarchy is displayed in the page.

  5. Scroll to the Customers parent item and the Login as Customer item underneath. Then, select the resources that you want to enable for the role:

    • Allow Login as Customer - This allows the Admin user to use the Login as Customer feature.
    • View Login as Customer Log - Allows the Admin user to see the Login as Customer Log.

    Role Resources - Login as Customer

  6. Click Save Role.

Login as a customer from the admin panel

  1. On the Admin sidebar, go to Customers > All Customers.

  2. Open a user in edit mode.

  3. In the Customer Information panel, choose the Account Information section.

  4. Set the Allow remote shopping assistance to Yes.

    The administrator can now log in as a user without their permission from the storefront.

Login as Customer logging

Adobe Commerce provides a logging for the Login as Customer actions. It lists all sessions where a Admin user accesses the feature. To access the logged actions, go to the Admin Actions Report.

You can filter the report setting Action Group to Login As Customer at the top of the page and clicking Search.

Filter the Actions Report

Customer account permission for remote shopping assistance

To allow the ability for the merchant to log in as the customer from the Admin, a customer must enable the feature:

  1. Go to the Account Information page.

  2. Select the Allow remote shopping assistance checkbox.

  3. Click the Save button.

Account Information Page

Without this permission, an Admin user cannot login as this customer to provide assistance.

Using Login as Customer

To use Login as Customer, ensure your Admin is configured as described earlier.

Login as Customer allows you to see the site just as the customer does, and allows you to troubleshoot and take other actions for the customer. If you have an assigned user role with the required permissions:

  • You can click Login as Customer on the pages listed in the previous section.
  • The Login as Customer actions are available in the Actions Report.

Any actions taken while logged in as Customer (such as add/remove products) are applied to the actual customer’s order.

On the storefront, a banner is displayed when you are “logged in as customer_name” to provide a reminder of the special state.