Understand the reported journey
An authorized session reference could help a teammate investigate the page the customer struggled with.
Integrations Hotjar
HotjarPlanned
HotjarPlannedHotjar context behind a customer’s problem.
Plan a Hotjar connection focused on permitted troubleshooting references, so support can investigate friction without copying recordings.
Planned connector. Native setup is not available yet. The workflows below describe the intended scope; release depends on provider access and testing.
Analytics
What we’re planning to connect.
- 01Hotjar
- 02Planned connection
- 03Message support
Keep capture controlled
Masking and consent need to be reviewed on the actual website before linking any replay to support.
Handle missing recordings
The support experience must continue when capture is blocked or no permitted recording exists.
The right context
Be precise about what connects.
Define the data, permissions and destination before putting the workflow in front of customers.
Permitted session reference
Consent state
Provider-controlled replay access
Prepare for the connection
Define your first workflow.
- 01
Choose the first workflow
Decide which pages may be recorded and which fields must always be masked.
- 02
Agree on data and permissions
Decide which fields may be read, which people may use them and whether any separate write action is needed. Native setup is not available yet.
- 03
Define the acceptance test
Test a blocked recorder and a teammate without replay access; neither should break the support conversation.
Before you connect
Hotjar integration questions
Can I connect Hotjar to Message today?
The native connector is planned. The workflows on this page describe the proposed design; there is no native installation to activate yet.
What should we test before using it with customers?
Test a blocked recorder and a teammate without replay access; neither should break the support conversation.