Recording links

A recording link lets someone without Faylee, such as a customer, record their screen in the browser and send it to your workspace. The API opens and closes these links, so a support bot or a script can ask for a recording as part of a ticket. For how the person on the other end records, see Recording links.

What comes in through a link is filed under the member who opened it, in the folder the link names. It is a video recording with reporter_name and reporter_email set from what the sender typed.

The recording link object

Field	Type	Notes
`id`	integer
`title`	string	Shown to the person recording
`message`	string or null	Shown to the person recording
`external_ref`	string or null	Your reference for the link, such as a ticket URL or id
`url`	string	The address to send. Uses the workspace’s own link domain when it has a verified one
`expires_at`	string or null	ISO 8601. `null` means the link never expires
`created_at`	string	ISO 8601
`blocked_reason`	string or null	Why the link no longer accepts recordings, or `null` while it does

blocked_reason is set when the link has expired, was turned off, or the member who opened it has left the workspace. It is a sentence you can show to a person, for example This link has expired. Ask whoever sent it for a new one.

Open a link

POST /recording_links with a recording_link object.

Field	Type	Required	Notes
`title`	string	yes	Up to 120 characters
`message`	string	no	Instructions for the person recording
`external_ref`	string	no	The ticket or conversation the link is for. It comes back in the `recording_link.completed` webhook
`expires_in_days`	integer	no	`1`, `7` or `30`. Any other value, or none, means the link never expires
`folder_id`	integer	no	Where recordings sent through the link are filed. A folder from `GET /folders`

curl -X POST https://app.faylee.app/api/v1/recording_links \
  -H "Authorization: Bearer $FAYLEE_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "recording_link": {
      "title": "Show us the export problem",
      "message": "Open the report, click Export, and narrate what you expected.",
      "external_ref": "https://acme.zendesk.com/agent/tickets/4821",
      "expires_in_days": 7
    }
  }'

201 returns the link:

{
  "id": 77,
  "title": "Show us the export problem",
  "message": "Open the report, click Export, and narrate what you expected.",
  "external_ref": "https://acme.zendesk.com/agent/tickets/4821",
  "expires_at": "2026-10-08T09:12:44.000Z",
  "created_at": "2026-10-01T09:12:44.000Z",
  "url": "https://app.faylee.app/record/3mQ8xYfL2vNc7RtA9kWpZs4e",
  "blocked_reason": null
}

Send url to the person you want a recording from. A missing title, or a folder from another workspace, gets 422. Opening a link is written to the workspace’s audit log.

List open links

GET /recording_links returns the workspace’s links that have not been turned off, newest first, up to 100:

{
  "recording_links": [
    {
      "id": 77,
      "title": "Show us the export problem",
      "message": "Open the report, click Export, and narrate what you expected.",
      "external_ref": "https://acme.zendesk.com/agent/tickets/4821",
      "expires_at": "2026-10-08T09:12:44.000Z",
      "created_at": "2026-10-01T09:12:44.000Z",
      "url": "https://app.faylee.app/record/3mQ8xYfL2vNc7RtA9kWpZs4e",
      "blocked_reason": null
    }
  ]
}

Expired links stay in the list with blocked_reason set until you turn them off.

Turn a link off

DELETE /recording_links/:id stops the link from accepting recordings and returns 204. Recordings already sent through it stay in the workspace. Turning a link off is written to the audit log.

curl -X DELETE https://app.faylee.app/api/v1/recording_links/77 \
  -H "Authorization: Bearer $FAYLEE_TOKEN"

Anyone who opens the link afterwards is told it no longer accepts recordings.

Know when a recording comes in

Subscribe a webhook endpoint to recording_link.completed. Faylee sends it when someone finishes sending a recording through a link. Its data.recording has source set to recording_link and a recording_link object with the link’s id, title and external_ref, so you can match the recording to the ticket that asked for it.