Session replay

Path: Analytics → Session Replay

Session Replay records user sessions so you can watch exactly what a user did in your product during or around an agent conversation. Open it from the play button icon in the Analytics sidebar.

Replay list

Each row shows:

User — who the session belongs to.
Recording ID — unique identifier for the recording.
Start Time — when the session began.
Start URL — the page the user was on when the session started.
Duration — how long the session lasted.

Filter by Start time (default: last 7 days) or use + More Filters to narrow by user or URL.

flowchart LR
  F["Form field"] --> M{"Privacy rule?"}
  M -->|"MASK"| MA["Replace with ****"]
  M -->|"UNMASK"| UM["Capture actual text"]
  M -->|"EXCLUDE"| EX["Skip entirely"]
  style F fill:#e8ecff,stroke:#1842ef,color:#0a0e1a
  style M fill:#e8ecff,stroke:#1842ef,color:#0a0e1a
  style MA fill:#fef3c7,stroke:#d97706,color:#0a0e1a
  style UM fill:#d1fae5,stroke:#059669,color:#0a0e1a
  style EX fill:#fee2e2,stroke:#dc2626,color:#0a0e1a

Watching a replay

Click any row to open the recording. Playback shows exactly what the user saw on screen, with agent conversation events overlaid as a timeline.