Support Team Access
Support Team Access gives account Owners full control over when the QuickReply support team can access their account for troubleshooting or operational assistance.
Instead of default administrative access, support can only log into your account when the Owner explicitly extends access. Access can be disabled at any time, and all activity is recorded.
Overview
Support Team Access is designed to improve:
Control – Access is managed directly by the account Owner
Transparency – Every action is logged
Security – Support sessions are terminated immediately when access is disabled
This ensures that troubleshooting and onboarding assistance happen within clearly defined access boundaries.
Who Can Manage Support Team Access?
Only the Owner of the account can manage this feature.
Owner
Yes
Yes
Yes
Admin
No
No
No
Member
No
No
No
Support Team Access settings are not visible to Admins or Members.
When to Extend Access
Owners typically extend access when:
Troubleshooting technical issues
Investigating Journey or automation behavior
Reviewing configuration or integrations
Assisting with onboarding or setup
Once support assistance is complete, access can be disabled immediately.
How It Works
Support Team Access is controlled via a toggle in your account settings.
Extending Access
When the Owner turns the toggle ON:
Support agents can securely log into the account
A status indicator confirms access availability
Access remains active until the Owner disables it.
Disabling Access
When the Owner turns the toggle OFF:
All active support sessions are immediately terminated
Support agents are logged out instantly
New login access is blocked
This action takes effect immediately.
Where to Find the Setting
Navigate to:
Settings → Access Control → Support Team Access
Use the toggle to extend or disable access.
Audit Trail
Every change to Support Team Access is recorded automatically.
The audit log includes:
Owner name
Owner email
Action performed (Extend / Disable)
Date and time of the action
This provides clear visibility for internal governance and compliance needs.
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