Fullstory Privacy Controls

Fullstory Privacy Controls API

Implementation Files: This document covers core concepts. For code examples, see:

• SKILL-WEB.md — JavaScript/CSS (Browser)
• SKILL-MOBILE.md — iOS, Android, Flutter, React Native

Overview

Fullstory's Privacy Controls allow developers to control what data is captured and sent to Fullstory servers. Privacy is implemented through element classification that defines how elements and their content are treated during session recording.

Critical Understanding: Privacy controls operate at the element level on the user's device:

• Excluded content: Never leaves the user's device at all — completely ignored
• Masked content: The actual text never leaves the device. It is replaced locally with a wireframe approximation before anything is sent to Fullstory's servers. Fullstory only receives the wireframed placeholder, never the original text.

Core Concepts

The Three Privacy Modes

Complementary: data-fs-classification

Privacy controls determine whether data leaves the device. data-fs-classification is a separate layer for data that does reach Fullstory — it controls who in your organization can view it.

exclude/mask govern the data pipeline; data-fs-classification governs access control once data is in Fullstory.

Set via setAttribute (see Element Properties). Enum: pii · financial · restricted · unrestricted

Privacy Hierarchy (Most → Least Restrictive)

┌─────────────────────────────────────────────────────┐
│  EXCLUDE                                             │
│  - Element completely ignored                        │
│  - Events targeting element ignored                  │
│  - Gray crosshatch in replay                         │
│  - Nothing sent to Fullstory                         │
├─────────────────────────────────────────────────────┤
│  MASK                                                │
│  - Actual text NEVER leaves device                   │
│  - Replaced locally with wireframe approximation     │
│  - Only wireframe sent to Fullstory servers          │
│  - Element structure sent (knows what was clicked)   │
│  - Events captured                                   │
│  - Text appears as "████████" in replay              │
├─────────────────────────────────────────────────────┤
│  UNMASK                                              │
│  - Full text and content captured                    │
│  - Everything visible in replay                      │
│  - Default mode (unless Private by Default)          │
└─────────────────────────────────────────────────────┘

Key Technical Facts

1. Local Processing: All privacy filtering happens on the device before data is sent
2. Inheritance: Children inherit parent's privacy classification
3. Override: Child can change privacy level within a parent (with exceptions)
4. Strictest Wins: When multiple rules match, the most restrictive applies

What Gets Captured?

When to Use Each Mode

Private by Default Mode

Fullstory offers a Private by Default mode that inverts the default capture behavior for maximum privacy protection.

How Private by Default Works

┌─────────────────────────────────────────────────────────────────────────┐
│  STANDARD MODE (Default)                                                 │
│  └── All content visible → Add exclude/mask to protect                  │
├─────────────────────────────────────────────────────────────────────────┤
│  PRIVATE BY DEFAULT MODE                                                 │
│  └── All content masked → Add unmask to reveal safe content             │
│                                                                         │
│  With Private by Default enabled:                                        │
│  • No text is captured unless explicitly unmasked                       │
│  • Session replay shows wireframes everywhere                           │
│  • Zero risk of accidentally capturing sensitive data                   │
│  • Selectively unmask navigation, buttons, product info                 │
└─────────────────────────────────────────────────────────────────────────┘

When to Use Private by Default

Enabling Private by Default

Private by Default is enabled via Fullstory Support or during account setup:

1. New accounts: Choose "Private by Default" during onboarding wizard
2. Existing accounts: Contact Fullstory Support to enable

⚠️ Warning for existing accounts: Enabling Private by Default may break existing segments, event funnels, or Conversions that rely on text elements. Coordinate with your analytics team before enabling.

Default Exclusions

Fullstory automatically excludes certain content across platforms:

Web (Browser)

• input[type=password] — All password fields
• [autocomplete^=cc-] — Credit card fields (number, CVV, expiry)
• input[type=hidden] — Hidden inputs

Mobile

• Password input fields
• Secure text entry fields
• Credit card input fields (when properly typed)

Important: Don't rely solely on auto-detection. Always explicitly mark sensitive fields.

Critical Data That MUST Be Excluded

These data types should always be excluded, not masked:

Compliance Guidance

PCI-DSS (Payment Card Industry)

• Exclude all payment card data
• Exclude CVV/CVC/security codes
• Exclude cardholder name on payment forms
• Document privacy controls for audits

HIPAA (Healthcare)

• Exclude all PHI (Protected Health Information)
• Exclude medical conditions, diagnoses
• Exclude treatment information
• Use Private by Default mode
• Consider excluding appointment details

GDPR/CCPA (General Privacy)

• Mask all PII at minimum
• Obtain consent for session recording
• Provide opt-out mechanism
• Document data processing

SOC 2

• Implement consistent privacy controls
• Document privacy implementation
• Regular privacy audits
• Access controls for Fullstory data

Troubleshooting

Content Still Visible After Excluding

Symptom: Added exclude but content still appears in replay

Common Causes:

1. Privacy class/attribute added after content rendered
2. Conflicting unmask rule
3. Platform-specific implementation issue
4. Rule not propagating to children

Solutions:

• Apply privacy controls before content renders
• Check for conflicting rules in Settings
• Verify no explicit unmask on children
• Test in actual Fullstory session

Clicks Not Captured on Masked Elements

Symptom: Masking works but interactions not tracked

Common Causes:

1. Used exclude instead of mask
2. Parent element is excluded

Solutions:

• Use mask to keep interaction tracking
• Only use exclude when events shouldn't be tracked

Dynamic Content Not Protected

Symptom: Dynamically loaded content visible in replay

Common Causes:

1. No privacy controls on dynamic content
2. Content rendered before privacy applied

Solutions:

• Include privacy controls in templates/components
• Use selector rules as backup
• Apply controls in component library

Key Takeaways for Agent

When helping developers with Privacy Controls:

1. Always emphasize:

   • Exclude = nothing leaves device, no events
   • Mask = structure sent, actual text never leaves device (wireframed locally), events captured
   • Unmask = everything captured
   • When in doubt, use the more restrictive option

2. Critical data that MUST be excluded:

   • Passwords (any credential)
   • Credit/debit card numbers
   • CVV/security codes
   • SSN/Tax IDs
   • Bank account/routing numbers
   • Medical conditions (HIPAA)
   • Anything regulated (PCI, HIPAA, GLBA, FERPA)

3. Questions to ask developers:

   • What regulations apply (PCI, HIPAA, GDPR)?
   • What data types are in this field?
   • Do you need to track interactions on this element?
   • Is this dynamic content?
   • Are you logging sensitive data to console? (web)

4. Platform routing:

   • Web (JavaScript/CSS) → See SKILL-WEB.md
   • iOS (Swift/SwiftUI) → See SKILL-MOBILE.md § iOS
   • Android (Kotlin/Java) → See SKILL-MOBILE.md § Android
   • Flutter (Dart) → See SKILL-MOBILE.md § Flutter
   • React Native → See SKILL-MOBILE.md § React Native

Reference Links

• Privacy Protection (Web): https://help.fullstory.com/hc/en-us/articles/360020623574
• Privacy Settings: https://help.fullstory.com/hc/en-us/articles/360020622814
• Private by Default: https://help.fullstory.com/hc/en-us/articles/360044349073
• iOS Privacy: https://developer.fullstory.com/mobile/ios/privacy/
• Android Privacy: https://developer.fullstory.com/mobile/android/privacy/
• Flutter Privacy: https://developer.fullstory.com/mobile/flutter/privacy/
• React Native Privacy: https://developer.fullstory.com/mobile/react-native/privacy/