Heatmaps and session replays

Heatmaps

Intelligence → Heatmaps shows, for each page and device (desktop, tablet, mobile), where visitors click, the most-clicked elements, rage clicks (three or more quick clicks in one spot: usually something that looks clickable but isn't, or is slow) and how far people scroll. Heatmaps are on by default; turn them off in Site settings.

If session replay is on, the clicks are drawn on top of a recorded copy of the page. Otherwise they're drawn on a blank page outline.

Session replays

1. 1Turn on Session replay in Site settings → Heatmaps & session replay and choose how many sessions to record (10% is a good start).
2. 2Recordings appear under Intelligence → Session replays within a minute of a visit.
3. 3Open one to play it back: change the speed, skip idle time, or jump to any page in the visit.

Privacy

• Only visitors who accept analytics cookies are recorded or counted.
• Everything typed into form fields is always masked in the browser: it never reaches Customer360.
• Add the class ex-mask to mask an element's text, or ex-block to leave it out completely. Mask all text replaces every word on the page.
• Recordings are kept for 30 days and are deleted with the person's other data on an erasure request.
• Watching replays needs the See contact details permission, and every viewing is written to the audit log.