Live watching

Live watching streams a signed-in customer's page to the Live view in Intray while someone on your team is watching. When nobody watches, the SDK captures nothing and never downloads the recorder. Intray stores no replay.

All text and every input value are masked until you mark them public.

createLiveWatch (browser) -> your server route -> Intray POST /v1/support/sessions

The browser never holds the Intray key. Your server reads the signed-in user from its own session, asks Intray for a short-lived token, and returns it.

Set it up

INTRAY_LIVE_KEY=ilw_...
INTRAY_LIVE_BOOTSTRAP_URL=https://<your Intray API base>/v1/support/sessions
SITE_URL=https://app.example.com

npm install @intray/live

// Server only.
export async function bootstrapLiveSession(req: Request, sessionId: string) {
  const user = await requireUser(req);

  const res = await fetch(process.env.INTRAY_LIVE_BOOTSTRAP_URL!, {
    method: "POST",
    headers: {
      Authorization: `Bearer ${process.env.INTRAY_LIVE_KEY}`,
      "Content-Type": "application/json",
    },
    body: JSON.stringify({
      sessionId,
      userId: user.id,
      accountId: user.accountId,
      displayName: user.name,
      origin: process.env.SITE_URL,
    }),
  });
  if (!res.ok) throw new Error(`Intray refused the live session: ${res.status}`);
  return res.json(); // { token, expiresAt, serverUrl, sessionId }
}

import { createLiveWatch } from "@intray/live";

const live = createLiveWatch({
  getSession: (sessionId) => api.bootstrapLiveSession({ sessionId }),
  isPageAllowed: () => location.pathname.startsWith("/app"),
  blockSelector: "[data-support-private]",
});

await live.start();

// On logout or account switch
live.destroy();

Session request

POST /v1/support/sessions with Authorization: Bearer ilw_... and Content-Type: application/json. The body is at most 8 KB. Unknown fields are rejected.

The response is { token, expiresAt, serverUrl, sessionId } with Cache-Control: no-store.

Options

The instance has four methods: start(), stopSharing(), resumeSharing(), and destroy(). Use stopSharing and resumeSharing to give customers their own switch.

States

What your team can see

• All text and every input value are masked before they leave the browser.
• URL query strings and hashes are stripped.
• These are always blocked: canvas, video, audio, iframe, object, embed, password and hidden inputs, credit card and one-time-code fields, [data-live-block], and [data-private].
• Block more regions with blockSelector. Mark any region that shows payment, health, or third-party data.
• To make a label readable, pass publicTextSelector and mark reviewed static labels. .rr-mask, [data-support-mask], [data-live-mask], inputs, textareas, and editable content stay masked even inside a public marker.
• Never put a public marker on a container that can hold customer content.

Troubleshooting

The state goes to unavailable. Intray closed the connection with code 4003, 4008, 1008, or 1009 and the SDK stopped. 4003 means the session is not allowed. 4008 means the application reached its limit of live sessions. For 4003, check that Live view is on, that the key was not rotated, and that origin equals the application's origin exactly. Create a new instance after you fix it.

The state stays on reconnecting. getSession is failing or the connection keeps dropping. The SDK retries with a delay that doubles from 1 second up to 30 seconds. Check your server route's status code against the table above. Code 4001 means the token expired, and the SDK reconnects at once. Code 4010 means the customer's uplink was too slow to keep up.

The state is hidden on a page you expected to see. The tab is in the background, or isPageAllowed returned false for that path.

The session shows in Live but the page is blank boxes. That is the default masking. Add publicTextSelector for labels you have reviewed.

getSession throws "Bootstrap is for another session". Your route returned a different sessionId than the one it received. Pass it through unchanged.

Your origin changed. Origins cannot be edited. Connect a new application with the new origin.