Investigate the right session
Your website can retrieve a session URL after capture begins. Handle unavailable or blocked capture without delaying support.
Integrations Fullstory
FullstoryPlanned
See the moment behind “it isn’t working.”
Plan your Fullstory integration with Message. Use a permitted Fullstory session link to help your team investigate a customer-reported issue. A custom implementation can associate that link with the right support request.
Native connector planned. There is no native Fullstory connector in Message settings. Replay is viewed in Fullstory, and automatic context linking is custom work.
Session replay
What we’re planning to connect.
- 01Customer issue
- 02Permitted session link
- 03Agent investigation
Share with authorized teammates
Keep replay access behind Fullstory permissions. Do not expose a private replay URL in a public help article.
Keep the conversation focused
Use the replay to identify a next step, then explain that step to the customer in Message.
The right context
Be precise about what connects.
Define the data, permissions and destination before putting the workflow in front of customers.
Replay link
Use a link to the relevant session or moment, rather than copying all captured data.
Privacy
Mask sensitive fields and respect your site’s consent and capture rules.
Message connection
Attaching session context automatically requires a developer-built mapping. No native replay panel is provided.
Prepare for the connection
Define your first workflow.
- 01
Review capture settings
Confirm which pages and fields may be recorded and how your site obtains consent.
- 02
Build a minimal association
Retrieve the permitted session URL from Fullstory and map it to the correct support reference in your own workflow.
- 03
Test unavailable capture
Try a blocked recorder, a new session and a teammate without replay permission. Support should continue in each case.