Accessing and Reviewing Session Replays

Summary

This guide covers how to locate, access, and view recorded user sessions (Session Replays / session recordings) to analyze user behavior within your application.

Permissions and access

Session Replays (session recordings) are restricted to admins only.

• Feature: Session Replays / session recording
• Access level: Admin only (often labeled Super Admin in the product)
• Impacted users: Non-admin roles will not have access and may not see the Session Replays option in the UI.

What changed

• Previously: Session recording access may have been available to non-admin users (depending on roles/permissions).
• Now: Only admins can access session recordings.

When to Use This

Use this feature to investigate specific user interactions, troubleshoot issues by seeing what the user saw, or audit historical usage data.

Step-by-Step Instructions

1. Confirm you are signed in as an admin (often Super Admin).
2. Go to the Settings menu in the sidebar.
3. Scroll down and select Session Replays.
   • Note: The Session Replays menu item is visible to admin accounts only.
   • This will display a list of all recorded sessions, including details like Session ID, User ID, Agent, Start Time, and Duration.
4. Locate the specific session you wish to view.
5. Click the Play icon (triangle button) on the right side of the session row.
6. The Session Replay window will open.
   • The video will automatically load.
   • Use the timeline bar at the bottom to scrub through the video or verify if it is the correct session.

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Action required

If you need access to session recordings:

• Request an admin to retrieve the recording for you, or
• Request a role/permission update according to your organization’s process.

If your organization uses custom roles, ensure the correct users are designated as admins.

Troubleshooting

I can’t find Session Replays in Settings

• Confirm you’re signed in as an admin.
• If you are not an admin, contact your organization’s admin to request access (or follow your internal escalation/role-change process).

Common Questions

What information is shown in the session list? The list provides a comprehensive overview including the unique Session ID, the User ID associated with the session, the specific Agent used, the date/time the session started, and the total duration of the interaction.

Can I view older sessions? Yes, you can use the pagination controls at the bottom of the list to navigate through pages of historical sessions.

Why don’t I see the Session Replays option? Session replay (session recording) access is restricted to admins only. If you don’t have that role, the option may be hidden.