Frequently Asked Questions
1. Can I tag or bookmark important sessions?
Yes. Zoho PageSense allows you to add tags to session recordings for easier organization and analysis.
Tags help categorize recordings based on visitor actions or behaviors such as cart abandonment, failed signups, checkout drop-offs, CTA clicks, or successful conversions. Once tagged, recordings can be filtered later to quickly revisit and analyze similar visitor sessions.
This helps teams identify recurring usability issues and better understand visitor behavior patterns.
2. Can I segment the recordings to view specific audience behavior?
Yes. Session recordings can be segmented using various visitor conditions and audience filters available in Zoho PageSense.
You can filter recordings based on:
- Device type
- Traffic source
- Visitor location
- Returning or new visitors
- Custom events
- Audience conditions
- User actions and behaviors
This helps analyze how different visitor groups interact with your website and identify behavior patterns across specific audience segments.
3. Are responsive layouts captured accurately?
Yes. Zoho PageSense captures visitor interactions separately across desktop, tablet, and mobile devices.
This allows you to analyze how visitors interact with responsive layouts on different screen sizes and identify device-specific usability or engagement issues.
4. Can I pause or stop Session Recording anytime?
Yes. You can pause, resume, or stop a Session Recording experiment anytime from the experiment dashboard.
When paused, the experiment temporarily stops collecting new visitor recordings without deleting previously captured sessions. You can resume the experiment later whenever required.
5. Does PageSense record sensitive user data?
Zoho PageSense provides multiple privacy and masking controls to help prevent sensitive visitor information from being recorded.
You can configure privacy settings to mask:
- Password fields
- Personal information
- Form input values
- Sensitive webpage elements
- URL query parameters
This helps protect visitor privacy while analyzing session behavior.
6. How can I mask personal or form data in recordings?
You can configure masking options from the Privacy settings section while creating or editing a Session Recording experiment.
PageSense allows you to:
- Mask all input elements automatically
- Hide form field values
- Hide URL query parameters
- Exclude sensitive webpage elements from recordings
These settings help ensure sensitive visitor information is not visible in session playback reports.
7. Is Session Recording GDPR compliant?
Yes. Zoho PageSense provides privacy controls and consent management options that help support GDPR compliance requirements.
You can configure:
- Visitor consent banners
- Opt-out options
- Data masking settings
- Privacy restrictions for recordings
This allows organizations to manage visitor consent and protect personal data during session tracking.
8. Can I exclude specific elements from being recorded?
Yes. You can configure privacy and masking settings to hide or exclude specific webpage elements from being captured in session recordings.This is useful for protecting sensitive sections such as payment details, personal information, account data, or confidential webpage content.
9. Why are my Session Recordings not appearing?
Session recordings may not appear due to several reasons, including:
- The PageSense tracking script is not installed correctly
- The experiment is paused or not launched
- URL targeting conditions do not match the webpage
- Visitors have not interacted with the tracked page yet
- Privacy consent settings prevent tracking
- Recording limits or subscription visitor limits are exhausted
Verify the experiment configuration, tracking setup, and visitor activity to ensure recordings are captured correctly.
10. Why are some user actions missing in recordings?
Certain visitor interactions may not appear in recordings if:
- Elements are dynamically loaded after page load
- Content is rendered inside an
<iframe> - Interactions occur within unsupported embedded elements
- Privacy masking settings hide specific interactions
- Dynamic page transitions are not captured properly
In such scenarios, parts of the visitor interaction may not be visible during session playback.
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