Sharing Recordings

Every Resool recording has two kinds of access: who can watch it inside your workspace, and whether anyone outside can watch it with a link. You control both from the recording's Share panel, where you can also add a password, set the link to expire, allow comments and get notified when someone watches. The recording page then shows who watched, how much of the video they saw, and every comment at its moment in the video.

#Before you begin

• Only the person who made the recording, and workspace admins, can change how it's shared.
• To make links use your own domain instead of Resool's, set up a website domain for recordings in Domains.

#How to choose who can watch inside the workspace

1. Open Recordings and click the recording.
2. In the Share panel, under In the workspace, choose:
   • Only me: only you (and workspace admins) can open it inside Resool.
   • Everyone in the workspace: every member can find and watch it.
   • Specific people and teams: only the people and teams you choose (and workspace admins). Click Choose people or teams… to pick them.

You can also choose this in the recorder before you start. Resool remembers your choice for your next recording.

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Recordings › open a recording › Share panel

The Share panel with "In the workspace" set to Specific people and teams (two people and one team chosen), the "Anyone with the link" switch on, the link with its copy button, the Password section, Link expires set to "In 7 days", and the Allow comments and Notify me when someone watches switches.

File: screenshots/sharing-recordings-share-panel.png

#How to share a public link

1. In the Share panel, turn on Anyone with the link. It's on by default for new recordings.
2. Click the copy button next to the link, or Copy link at the top of the page.
3. Send the link by email, chat or any channel.

Anyone with the link can watch without signing in. Turn Anyone with the link off to stop the link working. Turn it on again to bring the same link back.

To see what viewers see, open the More (⋯) menu and click Open viewer page.

#Protect the link with a password

1. Under Password, type a password of at least 4 characters and click Set.
2. The panel shows Viewers need the password.

Viewers are asked for the password before the video plays. To remove it, click Remove and confirm.

#Make the link expire

Under Link expires, choose Never, In 1 day, In 7 days, In 30 days or Pick a date…. The link stops working at the end of that day. Viewers who open it later see that the video isn't available.

#Allow comments

Turn on Allow comments to let viewers comment on the video page. Viewers comment at the current moment in the video and enter their name, email and phone number. Turn it off to stop new comments.

#Get notified when someone watches

Turn on Notify me when someone watches. You get a notification the first time each viewer watches. You're also notified when someone comments. Choose how you're alerted in Notification settings.

#What viewers see

The public page shows the video with its title and who made it, your workspace's logo and name, and the comments if they're allowed. Viewers can switch the page between English and Arabic, change the playback speed and quality, and watch full screen.

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Public recording link opened in a browser (not signed in)

The viewer page with the workspace logo, the recording title and "By" name, the video player, and the comments list with two timestamped comments and the comment box asking for name, email and phone.

File: screenshots/sharing-recordings-viewer.png

#How to see who watched

On the recording page, the Views card lists each viewer and how much of the video they watched, as a percentage.

• Members who watch inside Resool show with their name.
• Customers who open a link you sent from a conversation show as that contact, because each conversation gets a personal link.
• Other people show with the name they entered when commenting, or as Anonymous viewer.

The Comments card lists every comment with its time in the video. Click the time to jump to that moment. You can reply by adding your own comment at any point.

Under Shared in, you see each conversation, task and ticket where the recording was inserted or attached.

#FAQ and troubleshooting

#A viewer says "Video not available".

What you can do:

• Check that Anyone with the link is on.
• Check Link expires. If the date has passed, choose a new date or Never.
• Make sure the recording wasn't deleted.

#I sent a recording in a conversation, but the customer can't open it.

The link in a conversation uses the recording's public link, so Anyone with the link must be on. Turn it on in the Share panel; the link you already sent starts working again.

#Can I tell which customer watched?

Yes, when you sent the link from a conversation with Insert a recording. The view shows the contact's name. Links shared any other way show the viewer's name only if they comment.

#Can someone outside my workspace download the video?

The viewer page plays the video; the Download button is on the recording page inside Resool.

#Can a webhook tell my system when a recording is watched?

Yes. Subscribe to the Recording watched event. See Webhooks.

#What's next?

• Screen Recordings
• Domains
• Webhooks