01 / 03customer 4f2a
Customer uses product
The browser emits masked rrweb events during the normal session.
Build your own support tooling
Session replay, built into your support product
Customers describe what they remember. rrweb preserves what the browser showed. Build both into the support product you run, so your agents open the failed flow before asking the customer to repeat it, on recordings you store rather than a support-SaaS add-on you rent per seat.
support workspace · customer active
AC
Alex Chenonline now
Import stays on “processing”
ticket #4821Enterprise · EUChrome 138Live session · /imports3s delay
app.acme.com/imports/8241
Processing…marked at 01:42Send to engineering
Find the relevant session from the customer record
Store your account or user identifier as recording metadata and apply data masking before browser events leave the page. Your agents search the customer, filter by time or route, and open the session that matches the ticket.
- Show recent sessions inside the CRM, help desk, or internal support console.
- Filter by page, custom event, error, or release before opening playback.
- Keep identity lookup in your backend so the recording store does not need raw personal details.
support · session search
customer@acme.com checkout
/checkout
Today, 14:32
/billing
Yesterday, 09:18
/settings
Jul 10, 17:04
Let agents watch the session while they speak
Live mode streams browser events while the session runs, a few seconds behind the customer. Enable skip inactive for the saved replay so follow-up review moves past long idle periods.
- Surface whether an upload, checkout, or setup flow is progressing while the customer is on the call.
- Use custom events to mark the step the support workflow is discussing.
- Continue the same recording after the call for engineering follow-up.
live support · customer active
app.acme.com/import
live
Watch the current session a few seconds behind while you speak with the customer.
Give engineering the evidence support already found
Keep the recording id and timestamp on the ticket through escalation. Engineering opens the same browser state in a replay-backed bug report, adds a diagnosis, and sends the verified fix back through one record.
- Share a replay link that opens at the exact moment support marked.
- Attach release, account, console, and network context when your workflow needs it.
- Preserve an audit trail of who opened the recording and why.
ticket handoff · #4821
One record follows the issue
customer report14:31
session opened14:33
engineering note14:41
fix verified16:08
Bring replay into the support workspace
The recorder captures masked customer sessions. Your backend indexes them by safe account metadata, and embedded replay requests only the recordings the signed-in agent is allowed to view.
02 / 03ticket #4821
Ticket finds session
Account metadata, route, and time narrow the recording list.
03 / 03open 01:42
Agent resolves
Replay opens inside the support workflow and follows any escalation.
Build on rrweb your way
The same open recorder works with your infrastructure or ours.
Own the full pipeline
Keep customer recordings inside your support data boundary and enforce access through the identity model you already operate.
Use rrweb Cloud for replay
Use managed ingest and replay, then surface signed recording links or embedded playback inside your support workspace.
Frequently asked questions
How does support find the right recording?
Store a safe internal account or user identifier as recording metadata, then filter by the ticket time, route, custom events, or errors. Keep raw personal details in your customer system and resolve them to the internal identifier on the server.
What is the difference between session replay and co-browsing?
Session replay reconstructs a recorded browser session. rrweb live mode shows that recording a few seconds behind the customer. Full co-browsing products add remote control, shared input, presence, and customer approval flows.
Can the replay live inside a help desk or CRM?
Yes. Embed the replayer in your support interface or open a signed playback URL from the ticket. Your backend should enforce the same tenant and agent permissions as the rest of the customer record.
Can customer support use session replay under GDPR?
GDPR requirements depend on the implementation and purpose. Define a lawful purpose, collect only the data needed for support, mask sensitive fields before transport, limit access and retention, and honour deletion requests. Your legal team should review the final workflow and consent requirements.
How does replay complement a customer explanation?
The ticket explains the customer’s goal and impact. The replay supplies browser evidence. Keeping both together reduces repeated questions and makes escalation more concrete.
Why rrweb over a packaged support-replay SaaS?
A support add-on gives you replay inside its own console, priced per seat, with recordings in its cloud. rrweb gives you the open recorder, event format, and replayer, so you build replay into the support product you already run, store sessions under your own tenant and access rules, and keep escalation on one record. Choose the add-on when a separate console is fine; choose rrweb when replay has to sit inside your support workspace and data boundary.