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“It’s broken” is hard to act on. With Jam connected, an agent can ask the customer to record their screen with one click. The customer records in their browser, with no extension or account, and the recording shows up in the conversation for your team. Available on all plans. An admin connects Jam once; every agent can then request recordings.

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How it works

  1. In a conversation, the agent clicks Request recording in the reply bar.
  2. The customer gets a recording link:
    • Chat widget: a Record your screen card that opens Jam in a new tab.
    • Email, customer portal, Slack, Teams, Telegram: the link is added to the agent’s reply, so they can adjust the message before sending.
  3. The customer records and submits in Jam.
  4. Jam tells Sayless, and Sayless adds a private note to the conversation with a link to the recording. In the chat widget, the card changes to Screen recording sent.
Each request gets its own reference, so the recording always finds the right conversation. A request is filled once; if the customer records again from the same link, the extra recording isn’t posted.

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What’s in a recording

Jam captures the screen and the customer’s browser, OS, and screen size. Console logs and network requests are included only if your own site has Jam’s capture script installed; see Jam’s recording links guide. Customers can record on desktop Chrome, Edge, Firefox, or Safari.

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Connect Jam

You need to be a workspace admin and have a Jam account with webhooks.
  1. In Jam, open Recording Links and create a link (or copy one you already use).
  2. In Sayless, open Settings > Apps, find Jam, and click Add.
  3. Paste the link under Recording link and click Connect Jam.
The Webhook section now shows your webhook URL.

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2. Add the webhook in Jam

  1. Copy the webhook URL from the Jam settings page in Sayless.
  2. In Jam, open Settings → Webhooks → Manage, and click Add Endpoint.
  3. Paste the URL and select the jam.created event. Save the endpoint.
  4. Copy the endpoint’s signing secret (it starts with whsec_).
  5. Back in Sayless, paste it into the signing secret field and click Save.
Agents now see Request recording in the reply bar. Sayless checks Jam’s signature on every delivery, so only your Jam workspace can post recordings into your conversations.

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Troubleshooting

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Disconnect

Open Settings > Apps, open Jam, and click Disconnect. Links already sent stop reporting back to Sayless. Remove the endpoint from Jam’s webhook settings too.