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Here, we've compiled a list of the most frequently asked questions to make your experience with us as seamless as possible.

How do I pronounce Xajeet?

ex-AH-jeet. Xajeet stems from the early 17th Century Greek word, exegesis, which means to interpret or explain.

How do I get started?

Once you have signed up, go to your account settings and add the URL for the website you would like to track. To install the container, copy and paste the code provided into the header of all your pages.

Are there limitations to how much data I can access?

All of our plans come with unlimited team members, personalized dashboards, goal tracking, session recordings and heat maps; however, your data usage depends on which plan you choose. You can learn more here.

How do I track website visitors?

  • Overview provides a high level picture of visits over time
  • Visit Log provides detailed visitor tracking at an elemental level with a cascading view
    • You can see each element interaction, including a replay of recorded sessions
  • Real-Time shows if visitors are on track or if they are “lost” in the digital journey
    • Pro tip: The more elements you see, the longer your visitors are wandering on your site
  • User IDs allow you to search for a specific customer based on a given email address

How do I look up a specific visitor?

You can access User IDs under the Visitors tab on your dashboard. This will show you a list of website visitors who entered their email address during the selected reporting period. To find a specific visitor, click the green search icon on the bottom left hand side and enter the email address.

How do I analyze visitor behavior?

Hover over the User ID and click any of the green icons to view more detailed metrics. The Visitor Profile shows a detailed overview of the visitor’s interactions with your website over time, including how long they have been engaged, how many times they have returned to the site and what elements they interacted with. The Segmented Visit Log shows a detailed log of every visit associated with the User ID. You can click the Play Button icon to replay recorded sessions. Row Evolution shows the user’s engagement over time.

How do I set up my dashboard?

Select the website, segment filter and date period you would like to analyze. By default, the segment filter includes all views, but you can add custom segments to narrow in on your personal goals. You can customize your dashboard by adding widgets, like SEO analysis, so that you are viewing the metrics that are most important to you.

What are segment filters?

The default dashboard gives you a comprehensive overview of all your visitors. Segment filters allow you to set parameters around your data so you can focus on specific areas that matter most to you. For example, you can run reports for every lead you have purchased or every user who visited a certain page.

What is a goal?

Goals are custom milestones or business objectives tracked across the site that can serve as analytical success metrics. They can include visiting a certain page or performing a certain action, for example, submitting a form or requesting more information. Whatever your specific goals are, you can monitor and track how visitors are using your site and make adjustments to get the results you want.

What are heat maps?

Heat maps are visual representations of complex data that show where your customers are spending time on your site. They pinpoint “high” and “low” traffic points so you can see where users are clicking, scrolling or getting stuck on your site.

What are session recordings?

Session recordings let you watch the customer journey unfold. These are screen recordings that show how visitors interact with and use your website so you can understand and improve your user experience.

Why am I seeing an outdated version of my website on heat maps or session recordings?

This happens when a recording references a style sheet (CSS) that is no longer there. Please contact us if this occurs.

What are transitions?

Transitions show you the internal flow of traffic, for example, how a user found you or where they abandoned your site.

Why am I seeing “keyword not defined” in my SEO report?

The keywords and phrases that were used to find your site are hidden or protected by the search engine.

What operating system is the platform compatible with?

The platform is browser based so it is compatible with all modern browsers.

Can I try the service for free?

We offer a free trial with limited session recordings and visibility. Click here to access the free trial.

What do you have available for larger accounts?

Our Enterprise Plan can be fully customized to meet your requirements.

How do I change or cancel my subscription?

Subscription changes can be made any time in the My Account section. Once a subscription is cancelled, the services and tools of your plan will still be available through the expiration date of the account. You will not be billed again after cancellation. You can upgrade or cancel your account at any time with no further obligation and you will continue to have subscription access until that subscription period ends.

What if I have specific questions?

For additional support, please send an email to [email protected]

What is a funnel?

A Funnel defines a series of actions that you expect your visitors to take on their way to converting a goal. By defining a funnel you can improve your conversion rates and revenue as you can determine where you lose your visitors in converting your goal.  

  • Find out where your visitors have problems
  • Find out where they don’t understand the flow of your website
  • Find out where a bug on your website or app occurs
  • Find other problems that get in the way of converting your goals

How can I create funnels?

To create funnels, you must first establish a goal. Within the goal settings, you can enable the funnel feature using the option “Activate Funnel” after adding the Funnel steps. It’s crucial to ensure that the configured funnel accurately mirrors the customer’s journey through your website. To do that take note of all the paths the user would have to go through to accomplish each journey.   If you only want to check the application process, create a funnel for the form pages only. If you want to record the customer journey from a landing page, home page or some servicing page, make sure to include that page as the beginning of the journey on the desired funnel.

My Heatmap screenshot or screen recording is not displaying correctly, and some styling is missing.

Occasionally, your website may require CSS style adjustments to ensure that all browsers and systems can properly interpret and display the intended styles. If you are experiencing issues with certain styles not appearing correctly on your page, please inform us, and we can implement the necessary CSS changes on your website.

I have made changes to my webpage or its styling. How can I remove a previous heatmap?

It’s important to note that only active heatmaps can have their screenshots updated.  If you have made significant alterations to your webpage, we recommend stopping the active heatmap and creating a new one to accurately reflect these changes. On the other hand, if you have only updated or corrected some styles, and no elements have shifted positions on your webpage, you can navigate to the desired active heatmap and select “DELETE SCREENSHOT” located at the end of the page.

My form report does not show friendly Display Names, only input with numbers. Can I have more friendly names?

Yes. Please let us know and we will update your field names with friendly names. The same ones from your existing form on your application or website.

I don’t see any conversions on my forms

A conversion can be set based on a form submission, the form redirection or a custom javascript code.

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