Session Recordings

Watch video replays of visitor sessions to understand exactly how people interact with your store. Session recordings reveal user behavior that analytics alone can't show.

Overview

Session recordings capture:

  • Mouse movements - Where visitors point and hover
  • Clicks - What they click on
  • Scrolling - How they navigate pages
  • Form interactions - Input behavior (content optionally masked)
  • Page navigation - Journey through your store

Watching a Recording

Accessing Recordings

  1. Go to Visitors
  2. Click on a visitor
  3. Click Watch Recording for any session

Or directly from the visitor list, click the play icon on sessions with recordings.

Player Controls

The recording player includes:

  • Play/Pause - Start or stop playback
  • Progress bar - Scrub through the recording
  • Speed controls - 1x, 2x, 4x, 8x playback speed
  • Skip inactive - Automatically skip periods of no activity
  • Page navigation - Jump between pages in multi-page sessions

Multi-Page Sessions

When a visitor views multiple pages, you'll see:

  • Page segments - Visual timeline showing each page
  • Page list - Clickable list of all pages viewed
  • Page duration - Time spent on each page
  • Auto-advance - Automatically plays the next page

Click any page segment or list item to jump to that page.

Recording Information

Session Details

Each recording shows:

  • Session number - Which visit for this visitor
  • Date and time - When the session occurred
  • Duration - Total session length
  • Pages viewed - Number of pages visited
  • Traffic source - Where the visitor came from

Visitor Information

  • Visitor ID - Unique identifier
  • Location - Country and city
  • Type - New or returning visitor

Device Information

  • Platform - Desktop, Mobile, or Tablet
  • Browser - Chrome, Safari, Firefox, etc.
  • Operating System - Windows, macOS, iOS, Android, etc.

Session Outcome

  • Purchased - Visitor completed a purchase (shows order value)
  • Cart Abandoned - Had items in cart but didn't buy (shows cart value)
  • Just Browsing - No cart activity

Understanding Recordings

What You'll See

Recordings show a reconstruction of the visitor's screen:

  • Page content as they saw it
  • Cursor position and movements
  • Clicks (highlighted)
  • Scroll behavior
  • Page transitions

What's Not Recorded

For privacy and technical reasons:

  • Checkout pages - Shopify checkout is not recorded
  • Password fields - Always masked automatically
  • iframes - External content may not appear
  • Videos - External video players show placeholder

Masked Content

Depending on your settings:

  • Input content - Text in form fields (if masking enabled)
  • Customer details - Personal info on order pages (if masking enabled)

Checkout Page Recordings

Shopify checkout pages cannot be recorded due to security restrictions. You'll see a "Not recorded" indicator for checkout pages in the timeline.

This is normal behavior - focus on pre-checkout behavior to understand abandonment.

Recording Unavailable

Sometimes recordings may be unavailable:

  • File deleted - Old recordings are periodically cleaned up
  • Processing - Very recent sessions may still be processing
  • No video enabled - Video recording was disabled in settings

Historical session data (pages, events, duration) is still available even without video.

When viewing a recording:

  • Previous Session - View the visitor's earlier session
  • Next Session - View the visitor's later session
  • Back to Visitor - Return to the full visitor profile

Tips for Analysis

Look for Friction Points

  • Hesitation before clicks
  • Multiple clicks on non-clickable elements
  • Rage clicks (rapid repeated clicking)
  • Scrolling up and down (confusion)

Understand Navigation Patterns

  • How visitors find products
  • Common paths through your store
  • Where they spend the most time
  • Exit points

Compare Converting vs. Non-Converting

Watch sessions from visitors who:

  • Purchased (what did they do right?)
  • Abandoned cart (where did they get stuck?)
  • Left without adding to cart (what's missing?)

Focus on Outcome Types

Use the session outcome (Purchased, Cart Abandoned, Just Browsing) to quickly find relevant sessions.

Privacy & Compliance

ReplayPRO is designed with privacy in mind:

  • No personal data in recordings - When masking is enabled
  • Checkout excluded - Payment pages are never recorded
  • Password protection - Password fields automatically masked
  • User control - Settings let you control what's captured

Review your Settings to ensure appropriate masking levels.

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