Agent WranglersSupport and staff access
Give staff their own accounts and check callers before changing anything. Support sees a customer's view only with a reason, a time limit and a trail.
- Required 3
- Recommended 1
Required
Use separate staff accounts
RequiredGive staff accounts that are separate from customer accounts, signed in through company single sign-on with a passkey or security key.
Check who is asking before support changes an account
RequiredNever change an email, phone number, factor or owner because someone asks by phone, chat or email. Send them to the in-app flow or the recovery process instead.
Impersonate customers only with a reason and a time limit
RequiredLet staff view an account as its customer only with a recorded reason, for at most 60 minutes. Make it read-only by default and log it for the customer.
Recommended
Ask business customers before support looks in
RecommendedLet organisation owners grant support access for a set time, and refuse impersonation of their members without a grant.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers accounts playbook: https://agentwranglers.se/playbook/accounts/support-and-staff-access.