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Recording links

A recording link lets someone without Faylee record their screen and send the recording to your workspace. They open the link in their browser, record the problem, and send it. They need no account and no extension. The recording lands in your library under the member who made the link.

Recording links suit customers reporting a bug through support, and colleagues who haven’t installed the extension.

Section titled “Making a link in the app”
  1. Open Recording links in the sidebar.
  2. Press New link.
  3. Fill in the form:
    • What should they record? is the title they see at the top of the page, such as “Show us the checkout problem”. It is required.
    • Note for them is optional instructions shown under the title, such as “Start from the cart and try to pay.”
    • Ticket or conversation is an optional address of the support ticket or conversation the link is for. See Linking a link to a ticket.
    • File recordings in puts every recording sent through the link in a folder. It shows when your workspace has folders.
    • Works for sets when the link expires: 1 day, 7 days, 30 days, or Until turned off.
  4. Press Create link, then press Copy link on its row and send it.

The Recording links page lists every link with how many recordings came through it and how long it still works.

Section titled “Making a link from the extension”

You can make a link from the extension popup without opening the app, which is handy while you answer a ticket.

  1. Open the Faylee popup.
  2. Choose Create recording link.
  3. Type what they should show you.
  4. Press Make link and copy it.

The link is copied to your clipboard, ready to paste into your reply. When the tab you have open is a ticket or conversation in Zendesk, Intercom, Freshdesk, Help Scout, Front or HubSpot, the popup says “Recordings will link back to this ticket”, and the link keeps that page as its ticket.

Section titled “Linking a link to a ticket”

When a link has a ticket or conversation address:

  • Each recording sent through it links back to the ticket from its recording page.
  • The email telling you a recording arrived names the ticket.
  • When your workspace has connected Zendesk or Intercom, Faylee adds an internal note to the ticket with what the customer wrote. See Help desks.

What the person sees

Section titled “What the person sees”

The person who opens the link sees its title, your note (or “Acme asked you to record your screen”, with your workspace’s name, when there is none), and three steps:

  1. Press record and pick the screen, window or tab with the problem.
  2. Show what happens, and talk it through if they like.
  3. Press stop, check the video, and send it.

Record my voice too is ticked by default, so their narration is recorded with the screen. They can untick it before they start. Start recording opens the browser’s picker for a screen, window or tab.

While recording, the page shows the elapsed time and Stop recording. They can switch to the tab with the problem, show it, and come back to stop.

The page works in Chrome, Edge, Firefox and Safari on a computer. A browser that can’t record the screen, such as a phone browser, is told to open the link on a computer.

Stop and send

Section titled “Stop and send”

In Chrome and Edge the page also offers Keep stop and send on top of every tab. It opens a small floating window that stays on top while they work in other tabs. The window shows the time, a box for what went wrong, Stop and review, and Stop and send. Stop and send sends the recording at once with what they typed, without the review step.

Reviewing and sending

Section titled “Reviewing and sending”

After they stop, the page shows the video and a form:

  • What went wrong?, which is required.
  • Your name and Email, for follow-up questions, both optional.
  • Page address, if you know it, optional.

Hide parts of the video lets them drag out areas to blur, such as a name or an account number on screen. Each area is blurred for the whole video. Faylee blurs them into the stored video before anyone in your workspace can watch it.

Record again discards the video and starts over. Send recording uploads it and shows the progress. When it is done, the page thanks them and says they can close it.

When a recording arrives

Section titled “When a recording arrives”

The recording is filed in your workspace under the member who made the link, with the reporter’s name and email when they gave them, and in the link’s folder when it has one. Its recording page says it came through a recording link and links to the ticket.

The member who made the link gets a notification under the bell. They also get an email, titled with who sent it and the link’s title, unless they turned off notification emails or chose the hourly digest, in which case it arrives with the digest. See Comments and triage.

Section titled “Turning a link off”

Press Turn off on a link’s row. Nobody can send recordings through it anymore, and recordings already sent stay in the workspace. A link that has expired or been turned off tells the person who opens it that it no longer accepts recordings.

A link also stops working when the member who made it leaves the workspace.

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