Session Recording

Session Recording allows you to keep a video archive of important sessions for future reference or evaluation, or to conform with strict compliance and privacy rules.

These will be high quality video archives of everything you do within a session. Masked information stays masked in the archives and as always, Surfly will not store this information but only transfer it to the location defined by you.

AVAILABILITY

At the moment this feature is available on demand.

If you are interested in using this feature, please contact us at sales@surfly.com. We will turn it on for you and then you will be able to set up archiving to your storage.

HOW IT WORKS

Session Recording feature is automated - once set up correctly, it will start by itself at the start of the session, and end when the session is completed.

Turning it on per session, as opposed to turning it on for all sessions, is possible via our APIs. When starting a session using APIs you can pass on the necessary session options.

Steps for setup

Once the feature is made available to you, the options related to setting it up will be enabled.

These are the steps for activating Session Recording:

1. Turn on automated_session_recording_enabled (Dashboard Settings > Options > Session Functionality)

2. Fill in s3_access_key and s3_access_secret (Dashboard Settings > Options > Company Settings)

3. Specify s3_recordings_bucket (Dashboard Settings > Options > Session Functionality)

4. Required Policy Actions for S3 Bucket Configuration

   • GetBucketLocation

   • PutObject

How will you see it turned on?

Session recording is created from the perspective of a following-participant. You will see an indication on the top bar that the session is being recorded:

or in bottom bar in case of mobile devices:

Duration of recording

The length of the recording depends on the type of session. Specifically, it varies based on whether the session is agent-triggered or customer-initiated.

• For sessions started from the dashboard or via API-generated links: Recording begins approximately 1 second after the first user joins the session.

• For sessions started by customer (widget flows): Recording starts approximately one second after the agent joins the session. This is explained in detail here.

• End of Recording: Recording automatically ends when the session ends for both types of sessions. If the session concludes in under 5 seconds of recording duration, the recording will not be saved.

Video files

Video files (.mkv) will be stored in the S3-compatible bucket that you have specified. Video files will be named after the session ID & timestamp. Surfly does not have access to them.

The recording files will be located in bucket root /{session_id}_{timestamp}.mp4