How to review customer sessions (session recording)
Last updated October 8, 2026
Overview
Session Recording lets agents replay a customer's visit to your website or app, second by second, so they can see exactly what happened instead of guessing. From the same player, agents can turn on developer tools to inspect what the customer's browser saw during the session: user actions, network requests, custom events, Sentry errors, and console logs. This helps agents troubleshoot issues faster and gather the technical details engineering needs, without asking the customer to reproduce the problem.
Sessions can be opened from the main menu, or directly from a ticket, so the recording related to a conversation is always one click away.
Key Features
- Full session replay: Open any session from the list to watch a second-by-second recording of the customer's visit.
- Open from a ticket: Click the "Session Recording" icon in the ticket side pane to view the session related to that ticket.
- Skip inactivity: Fast-forward through idle periods and jump straight to the moments where the customer was active.
- Developer tools: Turn on "Show developer tools" to inspect the session's technical data alongside the replay.
- Five debugging tabs: Review "User actions", "Network", "Custom events", "Sentry", and "Console" in one place.
How to review a customer session
Open a session from the main menu
- Click the main menu.
- Go to "Session Recording" .
- Select a session from the list. The full recording of that customer's visit opens.
Open a session from a ticket
- Open the ticket.
- Click the "Session Recording" icon in the ticket side pane. The session related to that ticket opens.
Replay and inspect the session
- Turn on "Skip inactivity" to fast-forward through quiet moments in the recording.
- Turn on "Show developer tools" to open the developer tools panel.
- Click "User actions" to review every click and scroll the customer made.
- Click the "Network" tab to review every request the page made, and look for failed or slow calls.
- Click "Custom events" to review the customer's events in the order they happened.
- Click the "Sentry" tab to review any errors that fired during the session.
- Click the "Console" tab to review the raw console logs.
FAQs & Troubleshooting
Why don't I see any sessions?
Common causes:
- Session recording is turned off in "App Configuration > Session Recording" .
- The domain the customer used is not added, or is not enabled, in the domain list.
- The customer is an unidentified visitor and "Record visitors" is turned off.
- The session was shorter than thirty seconds and "Skip short sessions" is turned on.
Why does part of the page look hidden or blank in the recording?
The element is masked by the workspace's recording mode or by a selector rule. This protects sensitive customer data. Ask an Admin to review the selectors in "App Configuration > Session Recording" if an element you need is hidden.
Why don't I see charts or drawings in the recording?
Canvas elements are only captured when "Canvas recording" is turned on in the session recording settings.
Why are the developer tools tabs empty?
Make sure "Show developer tools" is turned on. If a tab is still empty, no data of that type was captured during the session.
Does turning on recording show sessions from before it was enabled?
No. Only sessions recorded after session recording is turned on are available.