What Are User Sessions?
When a visitor opens your widget, Marketrix begins capturing DOM-level events using RRWeb (Record and Replay the Web). These recordings are not video files — they are structured event streams that faithfully reconstruct the visitor’s browser state, including page content, scrolling, clicks, and typing. The result is a compact, high-fidelity replay you can watch back at any time. Each session captures:| Detail | Description |
|---|---|
| Session ID | A unique identifier for the session |
| Landing URL | The page the visitor was on when the session started |
| Started At | Timestamp when the session began |
| Event Count | Total number of recorded DOM events |
| Status | Active (still in progress) or Completed |
| User Agent | The visitor’s browser and device information |
Why Sessions Matter
Sessions help you answer questions that chat transcripts alone cannot:- Understand user behavior — See what the visitor was doing on your site before, during, and after chatting with the agent.
- Identify friction points — Spot where users get stuck, confused, or abandon a task.
- Evaluate agent performance — Watch how the agent’s guidance played out in the context of the actual page the user was viewing.
- Debug issues — Reproduce problems that users report without asking them to describe every step.
- Improve your knowledge base — Discover gaps where users ask questions your agent cannot answer well.
Viewing Sessions
- Navigate to Sessions
- Select a connection from the connection picker (sessions are scoped to a connection)
- Browse the sessions list
- Total — all sessions for the selected connection
- Active — sessions currently in progress
- Completed — sessions that have ended
- Events — total recorded events across all visible sessions
Replaying a Session
- Find the session you want in the list
- Click the play button or click anywhere on the row
- A fullscreen replay window opens
- Session info panel — session ID, landing URL, start time, event count, and status
- Replay player — a full reconstruction of the visitor’s screen with playback controls
- Speed controls — play at 0.5x, 1x, 2x, or 4x speed
- Timeline scrubber — jump to any point in the session
Sessions that are still active may not have replay data available yet. The play button is only enabled once recording data has been uploaded.
Using Sessions to Improve Your Agents
After watching a few sessions, look for patterns:- Common questions — If many visitors ask the same thing, add that information to your knowledge base.
- Wrong answers — If the agent gives inaccurate guidance, update the relevant knowledge documents or refine the agent’s instructions.
- Missed opportunities — If users seem confused but never engage the widget, consider adjusting your widget integration placement or styling.
- Workflow gaps — If users struggle with a specific flow, run a simulation targeting that area so the agent learns it better.
Privacy Considerations
Session recordings capture the DOM state of the page the visitor is on. Keep the following in mind:- Sensitive data — If your pages display personal information (account details, payment info, etc.), that content may appear in replays. Design your pages to mask sensitive fields where possible.
- User awareness — Depending on your jurisdiction, you may need to inform visitors that session recording is active. Check your local privacy regulations (GDPR, CCPA, etc.).
- Data retention — Session data is stored securely and associated with your tenant. Contact support@marketrix.ai if you need to discuss retention policies.