Session replay

Session replay records how a visitor moved through your site or app and lets you play it back like a short video. You see where the pointer went, what was clicked, where the person scrolled and where they stopped. For example, a support or product team using Hotjar, PostHog or Microsoft Clarity can watch a replay of someone abandoning a checkout and see that a form field kept rejecting their input.

Numbers show that something is wrong, and replays show what it looks like to the customer. They are useful for finding bugs, confusing steps and rage clicks that no report would reveal. They matter when you fix conversion problems or investigate a complaint. Replays also raise privacy questions, because they can capture personal information, so they need careful setup. If you handle sensitive data, check the controls before turning them on.

• Ask how the tool masks sensitive fields such as passwords, payment details and personal data.
• Test whether you can filter replays by page, event, device or users who hit an error.
• Check how long recordings are kept and whether you can delete them on request.
• Ask whether recording is sampled or covers every session on your plan.