Team
Support access
Let COEC support look at your account read-only and redacted, for a limited time, and see every request they make.
COEC support cannot see your organization unless you allow it. Owners and admins grant access under Organization → Settings → Support access for up to 14 days and can revoke it at any time.
What support can see
- Your organization in read-only mode with viewer permissions: settings, stores, conversations and analytics.
- Shopper names and emails are masked; emails, phone numbers and addresses in messages are redacted; attachments are hidden; order details are reduced to number and status.
- Support cannot change anything, cannot impersonate users and never sees unredacted shopper data.
Transparency
- Owners and admins get an email whenever a support session starts, with the support person's first name, the reason and the expiry.
- Every request during the session appears in the audit log.
- A support session lasts at most 60 minutes and ends at once when you revoke access.
Ask support to describe the issue first: most questions can be answered from the request id (req_…) shown with an error, without access to your account.
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