Overview
Upgrade a customer to VIP or remove their VIP privileges. VIP status grants complimentary access for a defined period.
:::tip At a Glance
Who is this for?
Support agents granting or revoking complimentary access.
When do I use this?
When a customer needs temporary free access — for example, as a goodwill gesture, a promotion, or during a billing dispute.
What will happen?
The customer's VIP flag is toggled, and an optional end date determines when VIP access expires automatically.
:::
Prerequisites
- A support session must be active for the customer
Steps
Step 1: Open the VIP Control action
From the customer profile, click the VIP Control quick action.
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Step 2: Toggle VIP status
Flip the VIP Customer switch to enable or disable VIP.
Step 3: Set an end date (when enabling)
When enabling VIP, a date-time picker appears. Choose when VIP access should expire. If you leave it blank, VIP remains active indefinitely until manually removed.
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Step 4: Save
Changes save automatically on blur — just move focus away from the toggle or date picker.
Expected Behavior
- Enabling VIP triggers a subscription data refresh so the subscription section reflects the VIP plan.
- Disabling VIP removes VIP access immediately.
- An audit log entry is created with the action details (e.g.,
"Marked user as VIP with end date: 2026-04-15").
If Something Goes Wrong
- VIP toggle not saving? → Ensure you move focus away from the control. Changes save on blur.
- Subscription section still shows the old plan? → Refresh the page. Subscription data re-fetches when VIP changes.
Related
- View customer profile
- Manage subscriptions
- View audit logs