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Using Customer Support Mode

Overview

Customer Support Mode (CS Mode) lets you—as a Dealer Admin—temporarily sign in to a customer’s Builder Portal account. While in CS Mode you can place orders, create or convert quotes, manage lists, invite crew members, and review account details, all without exposing sensitive payment data. Every action is tagged with your user name for a full audit trail.

Key benefits

  • Hands-on onboarding & troubleshooting – resolve issues without a screen-share.

  • Complete transparency – every quote, order, or list shows “Created by Dealer-User in CS Mode.”

Configuration & eligibility

  • Role: Enabled by default for users the Dealer Admin role only.

How to use Customer Support Mode

Starting a CS Mode session

  1. In Dealer Admin, open Accounts and select an account

  2. On the Account Details page, navigate to the Contacts section

  3. Select the Log in as Customer button

  4. Review the confirmation modal. It reminds you which account you’re entering, what you can do, and that all activity is logged. Select Continue to proceed, or Exit to cancel.

Navigating in CS Mode

  • A yellow border surrounds the viewport, and a persistent End Session banner shows the customer name + your own.

  • You land on the customer’s account page first but can navigate anywhere in Builder Portal or on the storefront.

What you can do

Area Allowed actions
Orders Add items, check out with an existing payment method
Quotes Create, accept, convert to orders
Lists Create, edit, delete, convert to quotes/orders
Crew members Invite users, update roles
 

You cannot submit payments, add or edit payment methods, view full card or bank details, or sign documents.

Ending a CS Mode session

  • Click End Session or simply close the tab.

  • The session auto-logs out after 10 minutes of inactivity for security.

Frequently asked questions (FAQs)

I don’t see “Log in as Customer.”

Verify that you have the Dealer Admin role.

Why can’t I add a new payment card at checkout?

Payment management is intentionally blocked in CS Mode to protect customer data. Collect payments through Dealer-Initiated Payments instead.

My session ended unexpectedly—why?

CS Mode logs you out after 10 minutes of inactivity or if your primary Dealer Admin session expires.