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Features > Remote Assistance

Managing session recordings

Created on March 13th, 2024

Only you can play back session recordings of those sessions that were initiated by you. The other agents cannot access your session recordings. Soon after the session ends, the recording becomes available on the Reporting dashboard. Learn more about accessing the reports.

To play the recording, choose either of the following options.

  • To stream the recording without leaving the Reporting dashboard, hover over the session you want to replay and click it. Then under Session records click the PLAY icon.
  • To download the recording, start playing the file and select the three dots on the far right at the bottom of the screen and click the DOWNLOAD icon. Session recordings are saved in .mkv format and can be played back for example using VLC media player.

Important: Recordings are stored for 90 days.

  • This field is for validation purposes and should be left unchanged.

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