For users who are currently active within your app, FullStory offers you the option to fast forward to a live view within session playback. This can be especially helpful with chat or phone support, as well as an alternative option for screen sharing during conference calls.
When are sessions live?
For sessions that are actively recording and we are still receiving events from a user (meaning the last page in their session is still open), you'll see a "Go Live" button at the end of the playback bar. Once you click on the button, you'll essentially be riding along in near real time with the user with no need to refresh the playback. (Expected latency is approximately 1-5 seconds)
We'll let you know the current status of the user's activity as long as the session is still recording:
- "User is active" will show up in green and indicates the customer is currently in the tab.
- "User in inactive" will show up in yellow and indicates the tab is in focus but the customer's mouse isn't moving.
- "Tab is unfocused" will show up in gray and indicates the customer is in another tab.
Of course, we wouldn't want Go Live functionality to get in the way of viewing your sessions! If you need to see something in the playback under the Go Live modal, just hover over it for transparency:
In an effort to serve your sessions faster and to bring the most value to Go Live, sessions will be available instantly for viewing. The newest sessions will show up at the top of the user list.
These most recent and live sessions are not necessarily fully indexed for search. Indexing is triggered by user-directed page transitions. As a result, for long-running single pages – or single-page apps in particular – you may observe a 5-30 minute delay before new sessions are indexed and returned in your search results.
How does Go Live interact with integrations?
Several of our integrations, such as Olark, Intercom, and UserVoice have built in links that will allow you to quickly jump into sessions where Go Live is active (assuming you're responding to conversations immediately upon receiving). When you click on the session link, you'll be taken to the beginning of the session. Click on "Go Live" to be transported to the real time view of your user's interactions.
Additionally, you can use FS.getCurrentSessionURL to add a FullStory session link to your support tickets or other workflows. This will deliver you a curated list of live sessions ready to go!
Why don't some of my "online" sessions show the Go Live option?
Our online indicator in search results is indicating sessions that have had activity in the past 30 minutes and are not yet closed. It is possible for some of these sessions to no longer be recording an active user, in which case we will not give you the option to Go Live. This is most commonly the case if a page has recently timed out or been closed due to the end-user’s machine going offline.