Session replay software for customer bug reports.

Session replay software records what a person does in a web or mobile app, such as clicks, scrolling, input and page changes, so a team can play it back later. Gleap uses session replay for customer reports: when a customer reports a bug from the widget, a replay of the session before the report is attached to the ticket with the screenshot, logs and device data.

The JavaScript SDK records the page with rrweb and keeps a rolling buffer in the browser's memory, up to about the last 15 minutes and less on heavy pages. Route changes in a single-page app stay in the recording; a full page load starts a new one. When the customer opens a report form in the widget, the SDK takes that buffer and uploads it with the report. Without a report, the recording stays in the browser. Canvas elements and cross-origin iframes are not recorded by default.

Reports sent through widget forms, such as bug reports, website feedback and your own custom forms, unless the form excludes replays. The default feature request form leaves them out. Chat conversations with Kai Support or your team carry the customer's data and logs but no replay, and silent crash reports sent from code exclude it by default.

No. Web replays and app replays are off for new projects. Turn them on under Project settings, Developer options, Replays. The dashboard marks replays as beta and recommends testing them in a staging environment first. App replays for iOS and Android are not yet recommended for production apps.

Web apps through the JavaScript SDK, with a replay rebuilt from page changes. The iOS and Android SDKs build app replays from periodic screenshots; a high quality mode captures more frames and can affect app performance. React Native, Flutter and Capacitor apps run on the native SDKs, so their app replays follow the same setting.

Password inputs are masked by default. To mask every input, call Gleap.setReplayOptions({ maskAllInputs: true }) before the SDK initializes. Add the rr-mask class to mask an element's text and rr-block to replace an element with a placeholder of the same size. The replay options list every setting, and network logs have their own filters for keys and domains. App replays on iOS and Android are built from screenshots and have no masking options, so test them before you turn them on.

In the ticket. The Replay chip opens the player with play and pause, click markers on the timeline and 1x, 2x or 4x speed. A side panel lists console logs, clicks, network requests and events in step with the playhead, with filters for errors, warnings and network. A teammate can download a web replay as a standalone HTML file for someone without a Gleap seat.

No. Gleap attaches replays to the reports customers send. It does not offer funnels, heatmaps or a library of every visit. Keep a product analytics tool where those are core requirements; Gleap covers the reported issue and the conversation around it. Compare Gleap and LogRocket or Gleap and Smartlook.

Recording runs in the browser and uploads only with a report. The dashboard notes that web replays can slow down submitting a report, and that the high quality mode for app replays can affect app performance. Test replays in a staging environment before you turn them on in production.

Session replay runs in the background and covers the steps before the report. Screen recording is an option in the report form on the web: the customer shares their screen on purpose, for up to two minutes, with optional voice narration. Both arrive in the same ticket.

The report arrives in Gleap's AI help desk as a ticket with the replay, logs and device data, and your team replies to the customer from the same ticket. From Team, Kai Support can analyze new bug reports first and return a finding with evidence. Confirmed bugs can go to Kai Code, which opens a pull request for your engineers to review and merge. See the whole workflow in AI customer support for SaaS.

Session replay is included from Team ($149 per month billed annually, $179 billed monthly), together with unlimited seats, Kai Support's investigations and Kai Code. Console logs and custom data come with bug reports on every plan. AI usage is billed separately. See pricing.

Jam, Marker.io and Userback also attach a session replay to bug reports. Gleap puts the report into the same shared inbox as your customer conversations, where Kai Support answers customers and your team replies. Compare the details for Jam, Marker.io and Userback.