Governed impersonation
A marketing team can do work for a loan officer, posting to their social, updating their site, building their collateral, with a declared purpose and a complete, honest audit trail. That is what governed impersonation (also called “acting on behalf”) makes possible.
What it is
In the mortgage industry, loan officers routinely ask their marketing team to act on their behalf: run their social calendar, update their bio, produce their content. That is the normal way lenders work.
Governed impersonation supports it properly. Someone with permission can step into a loan officer’s account and work as them, but the system treats that as a deliberate, recorded act, not a free-for-all.
The core idea is simple: delegation is fine, forgery is not. Marketing posting on Jane’s behalf is normal and good. A record that says Jane posted it, when marketing did, is not. Delegation and forgery are the same action; only the record tells them apart. So the entire feature is about making the record honest.
The problem it solves
Before this existed, stepping into an account was full read-write, gated nothing, and recorded almost nothing. For a company whose enterprise pitch is compliance, that is the worst kind of gap: an audit trail that could be made to attest to things that never happened is worse than no trail at all, because people believe it. Now the trail is honest and complete.
Who it’s for
Org admins, acting for their own loan officers, and TrueTone staff (super admins), supporting customers across organizations.
The four rules
Declare the mode up front
When you step into an account, you choose view only (you can look, you cannot change anything) or act on behalf (you can make changes). Acting is a choice you make deliberately; it is never the default.
State a real reason
The system rejects boilerplate like “troubleshooting.” A reason that every session gives is not a reason.
Every action is attributed to the real person
The record reads something like: marketing@lender.com, acting as jane@lender.com, on July 14, because: publishing the Q3 rate-drop campaign. Never just “Jane.”
Respect the blocklist
A few things are off-limits, even when acting on behalf. See below.
What you can never do through someone else’s account
Not because delegation is suspect, but because these have no legitimate “on behalf” story and cannot be undone.
| Blocked category | What it covers | Why |
|---|---|---|
| Money | Invoice top-ups, the billing portal, buying credit packs | An admin can already do these as themselves; there is no reason to route spend through a borrowed identity |
| Identity and security | Passwords, MFA, roles | Changing these while wearing someone’s identity is a takeover, and no log entry undoes it after the fact |
| Voice | Re-recording, retraining, or deleting the loan officer’s cloned voice | You can use their voice to make an audiogram or a video voiceover, that is the job. You cannot alter it. A loan officer should never discover that someone else re-cut the voice that speaks in their name; their voice is their identity, more literally than a password |
The blocklist holds even in act-on-behalf mode. There is no elevated mode that lifts it.
Why it matters for the sale
The enterprise value proposition is governed content. This is what “governed” means at the operational level: the customer’s marketing team gets the real workflow they need (acting for their loan officers), and the compliance officer gets a record that is trustworthy about who actually did what, including the fact that it cannot be used to forge a loan officer’s own compliance sign-off.
Good to know
- Live today: declared mode, an enforced (non-boilerplate) reason, full attribution of every action at a single chokepoint, the money, identity, and voice blocklist, and an audit trail that survives even if a user is later deleted.
- Doctrine, for the record: org admins act within their own organization; TrueTone staff can act across organizations; nobody impersonates another staff member.
This page states the same doctrine covered in the super-admin operations guide. If you are a TrueTone staff member using impersonation day to day, the guide has the working checklist; this page is the feature reference.