Visits and session replay
The Visits screen lists every visit to your store, newest first. One row is one visit: someone who comes back three times in a morning fills three rows. For one row per person, use People.
Find it under Visitors > Visits in Advanced view, or the Visitors entry (tab Visits) in Simple view. It needs the Session replays permission.
Step 1: Read the list
By default each row shows Name, Date/time, Pages, Duration, Source, What happened (for example Added to cart or Reached checkout), Visit value and Watched. Click Columns to add more: landing and exit page, visit number, browser, OS, device, country, region, city, UTM fields, window size, scroll depth, and Expiring soon for recordings your retention setting will soon delete. Your choice is saved for you and follows you from one device to another. Visit value needs the Revenue & orders permission; without it, the column shows a lock.
Click the star on a row to Star this visit, so you can find it again with a filter.
Step 2: Narrow the list
The bar above the table asks a more precise question than “show me everything”:
- The period: Today, Yesterday, Last 7 days, Last 30 days, Last 90 days or All time.
- The steps: All, Cart, Checkout, Paid and Live. Paid appears once your orders are linked to visits. Live shows visitors active in the last two minutes, refreshed every ten seconds; your filters do not apply to it.
- The menus: Source, Campaign, Shopping feed (country), Creative, Device and Country. Each menu label shows the value you picked, so you can read your filters without opening them.
- Landing page contains…: type part of an address, such as
/products/ceramic-mug. - Filters: build rules on pages, engagement, traffic source, technology, location, custom user data and events. Combine them with AND or OR, then click Apply.
- Segment: pick a ready-made or saved group, such as Returning or Frustrated. See People for how segments work.
- Online visitors only: keeps your filters and shows only visits active in the last two minutes.
A sentence under the bar, Showing…, says every filter in plain words. Clear all removes them.
Export CSV downloads the filtered list with the columns you chose, up to 5,000 visits. Narrow the dates to export the rest.
Step 3: Watch a recording
Click a row. The replay opens on the left, and what Whence knows about the visitor sits on the right: status, what they put in the cart, orders, products looked at, how they arrived and every visit. See Added to cart for that section.
The player has Play and Pause, a timeline you can click, and speeds of 1×, 2×, 4× and 8×. Idle stretches are skipped. Marks on the timeline show frustration signals; clicking one jumps to two seconds before it. The address of the visit is added to your browser history, so you can copy the link, and the browser back button closes the player. Esc closes it too.
Messages you may see
- This visit is still going on: the first moments have not reached Whence yet. Open it again in a minute.
- This visit cannot be replayed: the recording starts midway, without a full snapshot of the page.
- Nothing was recorded for this visit: the visitor left before the first snapshot.
- The recording of this visit is not available: it may be older than your retention period, or it never reached Whence. See How long data is kept.
- Some pages of this visit are hidden: pages showing the customer’s account or order are removed without the Customer data permission.
Blocking a visitor (for example yourself or a competitor) happens from their details panel. See People.