A session replay lets you watch a visit unfold: where someone clicked, how far they scrolled, where they hesitated. It’s like sitting next to your customer, which is also why it has to be done with care.
Replays aren’t screen recordings
A replay doesn’t capture the visitor’s screen. The TalkRobin script records changes to your own web page and the visitor’s interactions with it, and the player rebuilds the page from those changes. It never sees other tabs, other apps or anything outside your website.
What should never be recorded
- Passwords and payment card numbers
- Anything a visitor types into a form, unless you have a strong reason and their consent
- Health, financial or government ID details shown on the page
- Private messages or account details displayed to signed-in users
How TalkRobin protects visitors
Every input is masked before data leaves the visitor’s browser, so typed text, including passwords and card numbers, is never recorded. You can hide any other part of a page by adding a data-private attribute or the talkrobin-private class. Replays are only available to your own team, and they’re kept for your plan’s history window.
Be open with your visitors
Mention chat, visitor analytics and session replays in your privacy policy. If your visitors are in places with cookie consent laws, turn on consent mode so recording only starts after they agree.
Use replays to fix things, not to watch people
The best use of replays is practical: find the form field everyone abandons, the button that looks clickable but isn’t, the error that only happens on mobile. Fix it, and every future visitor benefits.
