Action guide
Know exactly when staff acted as a customer
POST
/v1/events · admin.impersonation.startedEmit an `admin.impersonation.started` event whenever a staff member impersonates a customer for debugging or support. Emit `admin.impersonation.ended` when the session is closed.
When to emit
Before the impersonation session token is issued. Block the feature entirely if Recalled is down, or emit synchronously.
Example payload
await recalled.events.create({
action: "admin.impersonation.started",
actor: { id: user.id, email: user.email },
organization: user.organizationId,
metadata: {
reason: "value",
ticketId: "value",
durationLimitSeconds: "value"
},
});Metadata to include
Keep metadata flat and consistent across your service so it plays well with search and CSV exports.
| Key | Purpose |
|---|---|
reason | support_ticket, debug, account_recovery |
ticketId | Your support tool ticket id, if any |
durationLimitSeconds | Maximum duration of the session |
Suggested retention
Keep for at least 24 months, impersonation is the single most audited action in any back-office.