Description
Strategy
Deliver a mobile experience so intuitive and user-friendly that new users can adopt it effortlessly and power users encounter minimal friction. This requires a clear line of sight into real-world behavior so we can continuously refine the experience.
Background
We rely on FullStory to observe user behavior and friction points in real time, enabling fast product iteration and effective user research. Historically, our mobile app integration allowed us to view all sessions with the exception of intra-organization chat, which remained masked by design. However, recent reviews show that this visibility has regressed.
Problem
Currently, 100% of FullStory sessions on mobile are fully masked, severely limiting our ability to do user research or investigate product issues on that platform. This regression affects a large portion of our user base—45,878 users (53%) and 119,660 sessions (47%). The earliest mobile version with retained sessions is 9.1.46, and the issue is already present there, suggesting the integration was broken in that version or earlier. We’ve lost the signal we depend on.
Solution
Identify the exact app version where the FullStory masking behavior changed by reviewing SDK and privacy rule integration history, starting with versions prior to 9.1.46. Restore the previous configuration where only intra-org chat is masked and all other elements are visible. Once fixed, validate the behavior in staging and re-confirm with test sessions post-deploy to ensure masking rules are working as intended.