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See what happened instead of asking

When your site identifies its users, you can find a customer by their ID and watch what happened on their visit.

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The Users screen: a table of users with last seen, sessions, engagement time, country and signals.

A support conversation, with the visit open

A sample conversation.

  1. I clicked to use my discount and nothing happened. I don’t know what I did wrong.

  2. Find the customer

    Filter the user list by your own user ID and open their profile. Users and events

    User ID is user_1039

  3. Watch their session

    Every session they had is on the profile, with its replay. Session replay

    A session card for user_1039, with its entry and exit page, duration and clicks.

  4. Spot where it went wrong

    Markers on the timeline show rage clicks, dead clicks and U-turns. Frustration signals

    The session’s journey on the checkout page, listing a rage click and a dead click on Apply code.
  5. You did nothing wrong. Apply code didn’t respond when you clicked it. I’ve sent this to the team who can fix it.

  6. Share it with a colleague

    Filters and the open session live in the link, so a signed-in teammate sees the same thing. Filters and segments

You’ll need one thing first. Finding a customer by ID works once your site tells Heatlytics who’s logged in. Identify your users

Stop asking for screenshots

We’ll show you how a support conversation looks when you can open the visit.

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