When to use it
Daily monitoring
Spot which customer orgs aren’t seeing any sessions, haven’t been trained, or are sitting empty for weeks.
Customer support
A merchant emails you with a question. Open their org in one click, look at their inbox, and reply on their behalf.
Onboarding triage
See at a glance which newly-created orgs still need to be set up properly.
Reporting and BI
Quick visual snapshot of how many orgs you’ve onboarded and how active they are without exporting CSVs.
Getting access
The Admin Console only appears when the org you are signed into has been linked to your partner account as the partner admin org. This is a one-time setup that the OpenCX team performs during partner onboarding — once done, every member of that org sees a “Partner Admin” item in the sidebar.Each partner has exactly one admin org. Existing OpenCX users who are members of that org get console access; you don’t issue new credentials. To add or remove people, manage members of the admin org as you would any other team in OpenCX.
What you see
Once you click Partner Admin in the sidebar, you land on a single screen with three sections:Connected Orgs count
A large headline number at the top showing the total customer orgs linked to your partner account. This counts every org you’ve ever provisioned that hasn’t been deleted.Partner header
Your partner name, support email, and logo as configured in your white-label branding — a quick sanity check that customer-facing branding looks right.Connected orgs table
The main content. Every customer org under your partner account, one row per org, with these columns:| Column | What it tells you |
|---|---|
| Organization | Org name plus the reference ID you use for it in your own system, so you can match a row to your customer record at a glance |
| Status | A health badge — Healthy, Setup incomplete, Inactive, or New (see below) |
| Users | How many people from the customer’s team are using the org |
| Data | How many knowledge sources the AI has access to — crawled pages, uploaded docs, and similar |
| AI | Whether the AI has been given any training or instructions yet |
| Actions | Whether the org has connected any external integrations the AI can take action through |
| Sessions (30d / all) | Conversations in the last 30 days, and lifetime conversation count |
| Last active | Time since the most recent conversation — 2 hours ago, 3 days ago, or Never |
Status badges
The status column rolls all the signals into one verdict so you can scan a long list quickly:- New — created in the last 7 days and hasn’t had any conversations yet. Expected; just give it time.
- Setup incomplete — the AI has nothing to work with: no knowledge, no actions. Reach out to the customer or finish setting it up for them.
- Inactive — set up correctly but hasn’t seen a conversation in the last 30 days. The widget might not be live on the customer’s site, traffic might be low, or the customer may have churned.
- Healthy — set up and seeing recent traffic. Nothing to do.
Working with the table
Search
The search box filters by org name or by your reference ID for it. The list narrows as you type — no need to press Enter. The footer showsX matches of Y total so you always know whether you’re looking at a slice or the full list.
Pagination
Choose10, 25, 50, or 100 rows per page in the bottom-left dropdown. Use the chevron buttons to step through pages or jump to first/last.
The pagination math reflects the current search filter — searching “Acme” with 5 matches shows 1–5 of 5, even if your partner has 10,000 total orgs.
Actions per row
Two buttons live at the right of every row:Open
Drops you straight into the customer’s org. You’ll land on their inbox, exactly as if you were a member of their team — from there you can reply to messages, edit the AI’s instructions, look at reports, configure integrations, anything a regular dashboard user can do, scoped to that one org.Opening an org gives you basic access. Anything that requires admin rights — managing teammates, deleting data — needs the customer’s admin to grant you a role first.
Copy login link
Generates a one-time login URL for that customer org and copies it to your clipboard. You’ll be asked for an email — that’s the address that will be signed in when the link is opened. Common uses:- A customer asks for a magic link on a support call — paste the URL into the chat.
- You want to invite someone (e.g. the customer’s CEO) to look at their inbox without going through a password setup flow.
Frequently asked
Why don't I see the Partner Admin link in my sidebar?
Why don't I see the Partner Admin link in my sidebar?
Can I have more than one partner admin org?
Can I have more than one partner admin org?
No. Each partner has exactly one admin org. If you need multiple teams to manage your orgs, add them all as members of that single admin org.
Does opening a customer org consume one of their seats?
Does opening a customer org consume one of their seats?
No. Partner admin access doesn’t count against the customer’s seat or billing — it’s a separate access grant tied to your partner account.
What happens if I'm already a member of the customer org?
What happens if I'm already a member of the customer org?
“Open” just switches your active org. Nothing is duplicated.
Can my customers see that I opened their org?
Can my customers see that I opened their org?
Yes — anything you do inside their org is visible to them in the usual activity views, attributed to your user. Use this responsibly.
Why does the count in the header sometimes differ from the table?
Why does the count in the header sometimes differ from the table?
The header card shows total connected orgs across your whole partner account. The table footer shows the count of the current search filter. With no search active, both numbers match.
Related
Integration Guide
How to provision the orgs that show up in the console.
Branding
Configure the partner branding that appears in the console header and across customer dashboards.
API Reference
Programmatic alternatives to the actions in the console.
Partner Program
Overview of how the Partner Program works.