Home Session Replay Session Replay Overview What is session replay in Heap, and how do I get it?

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What is session replay in Heap, and how do I get it?

This doc is for: Admins Architects

Session replay is for Web only. Native mobile (Android, iOS) session replay is not currently supported but is on our roadmap.

Session replay is an add-on feature for paying customers only. You may try the feature for free for 14 days or 10,000 sessions (whichever comes first), after which you must contact Sales to continue use.

Session replay is a watchable, visual reproduction of a single user’s interactions on a website. 

A session replay combines user behavior with a periodically captured copy of your website content (e.g. images, CSS files, fonts, etc.) to create a viewable reconstruction of the user session. A session replay is not a video recording of your end user’s entire screen. 

Session replay will not slow your page-load time, and its unavailability will not impact your page. To understand session replay’s impact on the speed of your site, see Will session replay slow down my site?

We recommend session replay for:

  • Product managers and designers who want to understand the customer journey. Where do our users get stuck, and why? Instantly watch moments of friction – no more spending hours waiting for the right moment.
  • Support and Operations teams who want to know: what did one customer see before filing a support ticket? Easily find and watch session replays for specific users.

For a visual, interactive walkthrough of these steps and more, check out our Heap University course Getting Started with Session Replay.

Enable or disable session replay

To turn session replay on or off, you will need Admin or Architect privileges in Heap. Navigate to Account > Session Replay > General Settings. Under Capture Status you can see if session replay is currently capturing data. Click Resume capturing to turn session replay on, or Pause capturing to turn it off.

A popup will appear asking you to confirm your choice.

After you turn on capture for Session replay it will take a few hours for sessions to populate.

Once session replay is enabled, you will see the Watch Recording button in Funnels (both the main funnel view and the Top Events view), User sessions, and the definition panel for individual Events.

For more of the ‘why’ and ‘how’ of session replay, see What Are Session Replays & Recordings?