Record Library and Sharing

Recordings are organized by workspace. Share behavior depends on the recording, workspace settings, and the selected access mode.

Library visibility

If a recording is missing from the library, confirm the active workspace, account email, creator, upload status, and whether the recording was created under another workspace or local-only flow.

Share links

Ask the customer to copy the latest share link from the intended recording. If the recipient cannot open it, verify the link has not expired, the access mode allows that recipient, and the recipient is signed in when required.

External viewers

External viewers may not have the same access as workspace members. If a customer expects an external viewer to see a recording, support should confirm the customer intentionally chose an external-safe sharing mode.

Privacy boundaries

Support should avoid opening private recording content unless break-glass or approved access procedures apply. For ordinary cases, rely on metadata, customer-provided screenshots, visible error text, and share-link settings.