The Sessions Highlights tab provides a curated list of short segments from recorded sessions, each highlighting the critical moments of the issue you’re viewing. These replay videos help you find the evidence of an issue's impact by showing you what a customer experienced when it occurred.

By default, sessions are ordered by recent friction factor and filtered by conditions in which the issue usually occurs. Each row lists the session's date, symptoms, friction factor, browser, operating system, and last funnel step.

Click on an entry to watch the session highlights video.

Below the video, the playback bar displays visual indicators that highlight three types of activities:

• Issue occurrences
• Session symptoms
• User clicks

Wider indicators signify clusters of activities happening simultaneously, providing valuable insights at a glance. Hover over any indicator to reveal more details about the activity. Click on an indicator to jump to the associated point on the video and timeline. 

Learn more about Session Playback.

Pinned Sessions

[issue-pinned-sessions]

Reviewing session videos is a useful practice when diagnosing an issue. However, a high-impact issue could be associated to 50+ sessions, and not all sessions will include events that showcase the error occurring. When reviewing session videos while triaging an issue, watch 5-10 videos and pin events that highlight the issue. Pinning a Session saves the video to the Pinned Sessions tab, which makes it easier to find later.

Furthermore, if your online store is built on a third-party eCommerce platform like Shopify or HyBris, you can generate a link to Share an Issue with the provider's support team so they can investigate the issue themselves. Through the link, the provider's support team can only view pinned sessions, so be sure to pin any relevant sessions before sharing the link.