Session Recordings

Session Recordings lets you replay what visitors did on your website: where they clicked, scrolled, and got stuck. Frustration signals flag the sessions worth watching, and a click heatmap shows where each visitor clicked.

Who can use it

The Session Recordings tab appears when your workspace has the Recording add-on, which the workspace owner or an admin turns on under Add-ons on Billing. It also needs the chat module. Owners and admins see recordings for the whole workspace, and agents see their own.

The recordings list

Each row is one recording, with these columns:

• Brand, Site, Agent, and Visitor: where and with whom it was recorded.
• Type: Session for an automatic recording of an engaged visitor, Co-browse for a co-browse session, or Screen for a screen share.
• Signals: the frustration signals found in the session (see below).
• Length and When: how long it ran and when it ended.

Use the search box to filter by brand, site, agent, or visitor. Click Needs attention to show only sessions with at least one frustration signal; the button shows how many there are.

Frustration signals

Hover a signal to see what it means.

• Rage clicks: the visitor clicked the same spot rapidly, a sign of frustration or a stuck page.
• Dead clicks: the visitor clicked something that did nothing, possibly a broken or unclear element.
• Confused scroll: lots of back and forth scrolling, as if the visitor was looking for something.
• Quick exit: the visitor interacted but left within a few seconds.
• Page error: a JavaScript error was captured during the session.

Replay a session

1. Click View on a row, then View recording to load it. Click Hide to close it again.
2. Play the replay. For screen shares, the recording plays as a video.
3. For session and co-browse replays, the Friction timeline below the player lists every rage click, dead click, and page error with the element it hit. Click any entry to jump the replay to that moment.
4. Click Show heatmap to overlay where on the page the visitor clicked, and Hide heatmap to remove it.

Click Download MP4 to save a video of the recording. When a recording belongs to a chat, Open chat takes you to the conversation.

Live Monitoring

To watch a visitor's page live instead of after the fact, use the View page button in the Inbox. It comes with the separate Live Monitoring add-on on Billing.

Looking for audio from phone or web calls? Those are on Call Recordings.