Tech Note: Setting up Pendo for end-user impersonation

In many modern SaaS applications, it is possible for internal users (employees) to impersonate their end-users. If your application allows for this - it is important that you update your Pendo installation to work effectively when an internal user is impersonating an end-user. 

In most cases where an employee is impersonating an end-user, you will want Pendo to initialize with the visitor ID of the user controlling the mouse (employee) rather than the end-user visitor ID. This may take a little extra engineering effort - but is important to get right. 

There are two main reasons this is important: 

Analytics - If you are passing the end-user visitor ID to Pendo when an employee is impersonating that user, the activity the employee is taking is recorded under the end-user visitor record in Pendo rather than the employees. This causes your analytics to be less accurate as some of the usage analytics are from 'real' end-user activity and some of it would be from internal employee activity. 

Guides - If you are passing the end-user visitor ID to Pendo when an employee is impersonating that user, the guides the employee sees (and dismisses) will not be shown again to the 'real' end-user since in Pendo it will show that the end-users visitor ID already saw and dismissed the guide. 

 

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