Find the session
Zendesk, Intercom, Salesforce Service Cloud, and Freshdesk integrations put the replay link in the ticket. Or search by the customer's identifier.
Support
Stop asking customers to describe their screen.
Find the customer's session by identity or by a six-digit code they read to you. Watch the last five minutes. If they are still on the page, ask to co-browse, talk, draw, or click for them, one consent at a time.
Signals 0 fired
Why generated from this session
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What the customer saw, with the failed upload and the frustration signals the agent would see in the ticket.
In the ticket
Context before the first reply.
Read the summary
Every session with a Signal gets a plain-language summary: what they tried, where it broke, whether they finished. No forty-minute scrub.
Start Live Assist
If the customer is still on the page, request co-browse. The banner shows your name; they accept or decline. Then voice, then drawing, then control, each separately.
Copilot
A suggestion, not a script.
During a live session the copilot watches the same Signals and recent steps you do and suggests the likely cause and the next step, with links to the knowledge base article that matches.
After the call, a ticket is drafted automatically with the recording link, a summary of what happened, and every action taken, all audited.
Privacy for your customers too
Masking still applies during co-browse. Sensitive fields are blocked from remote control by policy. Call recording is its own explicit consent, and recordings are treated as PHI for healthcare tenants.
Call quality
“It was choppy” becomes a number.
They could not hear me
One-way audio: packets leaving one side and arriving at neither. We name it from the statistics instead of asking the customer to test their headset again.
My camera does not work
The browser rejected the request because another application holds the device. The rejection class is in the timeline before any video was negotiated.
It only breaks at work
Their network blocked peer-to-peer and forced a relay. The candidate types prove it, and the Calls view shows whether it is one customer or one whole network.
Thirteen call detectors run automatically, each with a quality score and a jump straight to the moment in the replay. Call quality →
The story behind every bug.
Free for 1,000 sessions a month. Strict masking, conditional recording, and Signals are all included.
Get started
Replay your first session in five minutes.
Free for 1,000 sessions a month, no credit card. Or leave a work email and we will reach out about the private beta for healthcare and support teams.
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We'll reach out to about the private beta.
We'll email when Backstory opens.