SOP - How to impersonate a client on LiteAPI

How to impersonate a client on LiteAPI to understand what they see. 

Contents

• 1. Overview
• 2. The benefits of impersonating the client
• 3. How to impersonate a client on LiteAPI

1. Overview

Our B2b clients use LiteAPI in order to see all the details of the booking as well as any tickets for that booking. They do not use Zendesk. This is why it is vital that when you open Zendesk tickets for a client, that you include the Booking ID under the Nuitee CoreAPI ID *.

2. The benefits of impersonating a client

It can be helpful to impersonate a client for the following reasons:

• You can confirm that a refund / compensation that you have processed on Back Office has been done correctly on LiteAPI. 
• You can view exactly what a LiteAPI client are seeing when they are reviewing a booking.

3. How to impersonate a client on LiteAPI

1. Go to LiteAPI;
2. At the top-left hand corner, click All Users;
3. Type the name of the client into the field called, 'Search by name, email, or user ID' (for example, Revolut, Joy, Pilot);
4. Toggle 'Users with a CoreAPI Feed' OFF so it shows All Users;
5. Look for a profile that has Dashboard Agent under the Role/Feed;
6. Click on the profile to open a new pop-up window;
7. Click impersonate;
8. In the new window, enter the Booking ID of the booking you would like to review.

You can now review a booking just as a client would!

Screenshot demonstrates points 1-6 above.

Screenshot demonstrates points 7-8 above. 

Important

When impersonating a client, please ensure not to press anything such as cancel booking or create new ticket.

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Article created on Tuesday 7th April, 2026