Fullstory Privacy Controls

Fullstory Privacy Controls API

Overview

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

Critical Understanding: Privacy controls operate at the DOM level in the user's browser:

• 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 (in the browser) 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

Privacy Hierarchy (Most → Least Restrictive)

┌─────────────────────────────────────────────────────┐
│  EXCLUDE (.fs-exclude)                              │
│  - Element completely ignored                        │
│  - Events targeting element ignored                  │
│  - Gray crosshatch in replay                         │
│  - Nothing sent to Fullstory                         │
├─────────────────────────────────────────────────────┤
│  MASK (.fs-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 (.fs-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 in the browser before data is sent
2. Inheritance: Children inherit parent's privacy class
3. Override: Child can unmask/mask within a masked/excluded parent (with exceptions)
4. Strictest Wins: When multiple rules match, the most restrictive applies
5. CSS Selector Based: Rules can be defined via classes or CSS selectors in Settings

Default Exclusions

Fullstory automatically excludes:

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

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 fs-mask/fs-exclude to protect            │
├─────────────────────────────────────────────────────────────────────────┤
│  PRIVATE BY DEFAULT MODE                                                 │
│  └── All content masked → Add fs-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                 │
└─────────────────────────────────────────────────────────────────────────┘

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.

When to Use Private by Default

Unmasking Strategy for Private by Default

When Private by Default is enabled, use .fs-unmask to reveal safe content:

<!-- Private by Default: Must explicitly unmask safe content -->
<body>  <!-- Everything masked by default -->
  
  <!-- Unmask navigation (no PII) -->
  <nav class="fs-unmask">
    <a href="/products">Products</a>
    <a href="/pricing">Pricing</a>
    <a href="/about">About</a>
  </nav>
  
  <!-- Unmask product info (no PII) -->
  <div class="product-card fs-unmask">
    <h2>Product Name</h2>
    <p class="price">$99.99</p>
    <button>Add to Cart</button>
  </div>
  
  <!-- Customer info stays masked (default) -->
  <div class="customer-details">
    <p>Name: John Smith</p>  <!-- Masked by default ✓ -->
    <p>Email: john@example.com</p>  <!-- Masked by default ✓ -->
  </div>
  
  <!-- Payment still excluded (always) -->
  <div class="payment-form fs-exclude">
    <input type="text" name="cardNumber" />
  </div>
</body>

Using CSS Selectors for Bulk Unmasking

Instead of adding classes to every element, use CSS selector rules in Settings:

/* Unmask all navigation links */
nav a

/* Unmask all product titles */
.product-card h2, .product-card h3

/* Unmask all prices */
.price, [data-price], .product-price

/* Unmask all buttons */
button, .btn, [role="button"]

/* Unmask error messages */
.error-message, .alert, [role="alert"]

Reference: Fullstory Private by Default

API Reference

CSS Classes

<!-- Exclude: Nothing captured, events ignored -->
<div class="fs-exclude">...</div>

<!-- Mask: Structure captured, text replaced -->
<div class="fs-mask">...</div>

<!-- Unmask: Everything captured (override in masked context) -->
<div class="fs-unmask">...</div>

Legacy Classes (Still Supported)

<!-- Legacy: Use fs-exclude instead -->
<div class="fs-block">...</div>

⚠️ BUILD TOOL WARNING

Modern CSS build tools may remove "unused" classes, breaking privacy controls:

// DANGER: CSS purge tools might remove fs-* classes!
// In tailwind.config.js, postcss.config.js, etc., safelist these classes:
module.exports = {
  safelist: [
    'fs-exclude',
    'fs-mask', 
    'fs-unmask',
    'fs-block'  // legacy
  ]
}

Always verify privacy classes survive your build process by:

1. Inspecting production HTML for fs-* classes
2. Testing in Fullstory to confirm masking/exclusion works
3. Using CSS selector rules in Settings as backup

✅ GOOD IMPLEMENTATION EXAMPLES

Example 1: Protecting Password Fields

<!-- GOOD: Password field excluded (automatic, but explicit is better) -->
<div class="login-form">
  <label for="email">Email</label>
  <input type="email" id="email" name="email" />
  
  <label for="password">Password</label>
  <input 
    type="password" 
    id="password" 
    name="password" 
    class="fs-exclude"
  />
  
  <button type="submit">Login</button>
</div>

Why this is good:

• ✅ Explicit exclusion (doesn't rely on auto-detection)
• ✅ Password never leaves device
• ✅ Login button clicks still captured
• ✅ Email field still visible for debugging

Example 2: Masking User Profile Information

<!-- GOOD: User profile with appropriate masking -->
<div class="user-profile">
  <!-- Mask PII but allow click tracking -->
  <div class="profile-header fs-mask">
    <img src="avatar.jpg" alt="User avatar" />
    <h2>John Smith</h2>  <!-- Masked: appears as "████ █████" -->
    <p>john.smith@company.com</p>  <!-- Masked -->
  </div>
  
  <!-- Public content - unmask -->
  <div class="profile-actions fs-unmask">
    <button>Edit Profile</button>
    <button>Settings</button>
  </div>
  
  <!-- Sensitive financial data - exclude entirely -->
  <div class="payment-methods fs-exclude">
    <h3>Saved Payment Methods</h3>
    <div class="card">**** **** **** 4242</div>
  </div>
</div>

Why this is good:

• ✅ Name and email masked (visible structure, no text)
• ✅ Action buttons fully visible for UX analysis
• ✅ Payment info completely excluded (not even structure)
• ✅ Avatar images still visible for context

Example 3: Healthcare Form with Mixed Privacy

<!-- GOOD: Healthcare form with HIPAA-appropriate privacy -->
<form class="patient-intake-form">
  <!-- PHI must be excluded, not just masked -->
  <fieldset class="fs-exclude">
    <legend>Medical History</legend>
    <label>Current Medications</label>
    <textarea name="medications"></textarea>
    
    <label>Medical Conditions</label>
    <div class="condition-checkboxes">
      <label><input type="checkbox" name="diabetes" /> Diabetes</label>
      <label><input type="checkbox" name="heart" /> Heart Disease</label>
      <!-- Even checkbox interactions are excluded -->
    </div>
  </fieldset>
  
  <!-- Appointment preferences can be masked -->
  <fieldset class="fs-mask">
    <legend>Appointment Preferences</legend>
    <label>Preferred Date</label>
    <input type="date" name="preferred_date" />
    
    <label>Preferred Time</label>
    <select name="preferred_time">
      <option>Morning</option>
      <option>Afternoon</option>
    </select>
  </fieldset>
  
  <!-- Navigation elements unmasked -->
  <div class="form-navigation fs-unmask">
    <button type="button">Previous</button>
    <button type="submit">Submit</button>
  </div>
</form>

Why this is good:

• ✅ PHI (medications, conditions) completely excluded
• ✅ HIPAA compliance - no health data leaves device
• ✅ Non-PHI preferences masked (structure visible)
• ✅ Navigation buttons visible for funnel analysis

Example 4: E-commerce Checkout with Granular Privacy

<!-- GOOD: Checkout with appropriate privacy levels -->
<div class="checkout-page">
  <!-- Order summary - can show product names -->
  <section class="order-summary fs-unmask">
    <h2>Your Order</h2>
    <div class="item">
      <span class="name">Premium Widget</span>
      <span class="qty">x 2</span>
      <span class="price">$99.98</span>
    </div>
    <div class="total">Total: $109.98</div>
  </section>
  
  <!-- Shipping address - mask the details -->
  <section class="shipping-address fs-mask">
    <h2>Shipping To</h2>
    <p class="name">John Smith</p>
    <p class="street">123 Main Street</p>
    <p class="city-state">San Francisco, CA 94102</p>
  </section>
  
  <!-- Payment - exclude entirely -->
  <section class="payment-info fs-exclude">
    <h2>Payment Method</h2>
    <input type="text" name="card_number" placeholder="Card Number" />
    <input type="text" name="expiry" placeholder="MM/YY" />
    <input type="text" name="cvv" placeholder="CVV" />
  </section>
  
  <!-- Action buttons visible -->
  <div class="actions fs-unmask">
    <button>Edit Cart</button>
    <button type="submit">Place Order</button>
  </div>
</div>

Why this is good:

• ✅ Order details visible (useful for conversion analysis)
• ✅ Shipping PII masked but structure shows flow
• ✅ Payment card data completely excluded (PCI compliance)
• ✅ Actions visible for funnel analysis

Example 5: Search Results with Selective Masking

<!-- GOOD: Search results with selective privacy -->
<div class="search-results">
  <!-- Search term can be visible for analytics -->
  <div class="search-header fs-unmask">
    <span>Results for: "wireless headphones"</span>
    <span>50 results</span>
  </div>
  
  <!-- Product grid - unmask for analysis -->
  <div class="product-grid fs-unmask">
    <div class="product-card">
      <img src="product.jpg" alt="Wireless Headphones" />
      <h3>Premium Wireless Headphones</h3>
      <span class="price">$199.99</span>
      <button>Add to Cart</button>
    </div>
    <!-- More products... -->
  </div>
  
  <!-- Customer reviews might contain names -->
  <div class="reviews fs-mask">
    <div class="review">
      <span class="author">Sarah J.</span>  <!-- Masked -->
      <span class="text">Great product!</span>  <!-- Masked -->
      <span class="rating fs-unmask">★★★★★</span>  <!-- Unmasked -->
    </div>
  </div>
</div>

Why this is good:

• ✅ Search terms visible for search analytics
• ✅ Product info visible for conversion analysis
• ✅ Reviewer names/content masked (privacy)
• ✅ Ratings still visible (useful for UX)

Example 6: Component Library with Built-in Privacy

// GOOD: React component library with privacy classes built-in
import React from 'react';

// Text Input - automatically masked
export function TextInput({ label, sensitive = false, ...props }) {
  const privacyClass = sensitive ? 'fs-exclude' : 'fs-mask';
  
  return (
    <div className={`form-field ${privacyClass}`}>
      <label>{label}</label>
      <input type="text" {...props} />
    </div>
  );
}

// Password Input - always excluded
export function PasswordInput({ label, ...props }) {
  return (
    <div className="form-field fs-exclude">
      <label>{label}</label>
      <input type="password" {...props} />
    </div>
  );
}

// Credit Card Input - always excluded
export function CreditCardInput({ label, ...props }) {
  return (
    <div className="form-field fs-exclude">
      <label>{label}</label>
      <input 
        type="text" 
        inputMode="numeric"
        autoComplete="cc-number"
        {...props} 
      />
    </div>
  );
}

// Public content - explicitly unmasked
export function PublicContent({ children }) {
  return (
    <div className="fs-unmask">
      {children}
    </div>
  );
}

// Usage
function CheckoutForm() {
  return (
    <form>
      <TextInput label="Full Name" name="name" />  {/* Masked */}
      <TextInput label="Email" name="email" />     {/* Masked */}
      <TextInput 
        label="SSN" 
        name="ssn" 
        sensitive={true}  {/* Excluded */}
      />
      <PasswordInput label="Password" />  {/* Excluded */}
      <CreditCardInput label="Card Number" />  {/* Excluded */}
      
      <PublicContent>
        <button type="submit">Submit</button>  {/* Visible */}
      </PublicContent>
    </form>
  );
}

Why this is good:

• ✅ Privacy built into component library
• ✅ Consistent application across app
• ✅ Sensitive prop for high-risk fields
• ✅ Developers don't need to remember privacy classes

❌ BAD IMPLEMENTATION EXAMPLES

Example 1: Over-Excluding (Losing Analytics Value)

<!-- BAD: Entire page excluded -->
<div class="checkout-page fs-exclude">
  <!-- EVERYTHING is excluded - no analytics at all! -->
  <h1>Checkout</h1>
  <div class="items">...</div>
  <div class="payment">...</div>
  <button>Place Order</button>  <!-- Can't see conversions! -->
</div>

Why this is bad:

• ❌ No visibility into checkout flow
• ❌ Can't analyze conversion funnel
• ❌ Button clicks not captured
• ❌ Overkill - only payment needs exclusion

CORRECTED VERSION:

<!-- GOOD: Granular privacy -->
<div class="checkout-page">
  <h1>Checkout</h1>
  <div class="items fs-unmask">...</div>
  <div class="payment fs-exclude">...</div>
  <button class="fs-unmask">Place Order</button>
</div>

Example 2: Relying Only on Auto-Detection

<!-- BAD: Assuming Fullstory will auto-detect all sensitive fields -->
<form>
  <!-- Not excluded! No password type or autocomplete -->
  <input name="social_security_number" placeholder="SSN" />
  
  <!-- Not excluded! Custom credit card field -->
  <input name="credit_card" placeholder="Card Number" />
  
  <!-- Not excluded! No standard pattern -->
  <input name="secret_pin" placeholder="PIN" />
</form>

Why this is bad:

• ❌ SSN field not auto-detected (no type=password)
• ❌ Credit card not auto-detected (no autocomplete=cc-number)
• ❌ PIN code sent in clear text
• ❌ Relying on convention without verification

CORRECTED VERSION:

<!-- GOOD: Explicit exclusion for all sensitive fields -->
<form>
  <input 
    name="social_security_number" 
    placeholder="SSN" 
    class="fs-exclude"
  />
  <input 
    name="credit_card" 
    placeholder="Card Number" 
    class="fs-exclude"
    autocomplete="cc-number"
  />
  <input 
    name="secret_pin" 
    placeholder="PIN" 
    type="password"
    class="fs-exclude"
  />
</form>

Example 3: Masking When Should Exclude

<!-- BAD: Using mask for highly sensitive data -->
<div class="account-info fs-mask">
  <p>SSN: 123-45-6789</p>  <!-- BAD: Should be excluded! -->
  <p>Bank Account: 12345678</p>  <!-- BAD: Should be excluded! -->
  <p>Routing: 021000021</p>  <!-- BAD: Should be excluded! -->
</div>

Why this is bad:

• ❌ Mask only hides text, structure is still sent
• ❌ Financial data should be excluded entirely
• ❌ Even wireframe could reveal sensitive info format
• ❌ Regulatory risk (PCI, etc.)

CORRECTED VERSION:

<!-- GOOD: Exclude highly sensitive financial data -->
<div class="account-info fs-exclude">
  <p>SSN: 123-45-6789</p>
  <p>Bank Account: 12345678</p>
  <p>Routing: 021000021</p>
</div>

Example 4: Forgetting Child Elements

<!-- BAD: Parent masked but sensitive child needs exclusion -->
<div class="user-card fs-mask">
  <h3>Account Details</h3>
  <p>Name: John Smith</p>  <!-- Masked - OK -->
  <p>Email: john@example.com</p>  <!-- Masked - OK -->
  
  <!-- BAD: Credit card inherits mask, but needs exclude! -->
  <div class="saved-payment">
    <p>Card: **** **** **** 4242</p>
    <p>Expiry: 12/25</p>
  </div>
</div>

Why this is bad:

• ❌ Payment info only masked, not excluded
• ❌ Card structure visible
• ❌ Could infer card type from structure
• ❌ PCI compliance issue

CORRECTED VERSION:

<!-- GOOD: Override to exclude payment section -->
<div class="user-card fs-mask">
  <h3>Account Details</h3>
  <p>Name: John Smith</p>
  <p>Email: john@example.com</p>
  
  <!-- Explicitly exclude payment section -->
  <div class="saved-payment fs-exclude">
    <p>Card: **** **** **** 4242</p>
    <p>Expiry: 12/25</p>
  </div>
</div>

Example 5: Dynamic Content Without Privacy Classes

// BAD: Dynamically added content without privacy consideration
function showUserDetails(user) {
  const html = `
    <div class="user-popup">
      <p>Name: ${user.name}</p>
      <p>Email: ${user.email}</p>
      <p>Phone: ${user.phone}</p>
      <p>SSN: ${user.ssn}</p>
    </div>
  `;
  // No privacy classes! All content visible
  document.body.insertAdjacentHTML('beforeend', html);
}

Why this is bad:

• ❌ Dynamically created content has no privacy
• ❌ SSN exposed in plain text
• ❌ All PII visible in replay

CORRECTED VERSION:

// GOOD: Apply privacy classes to dynamic content
function showUserDetails(user) {
  const html = `
    <div class="user-popup fs-mask">
      <p>Name: ${user.name}</p>
      <p>Email: ${user.email}</p>
      <p>Phone: ${user.phone}</p>
      <p class="fs-exclude">SSN: ${user.ssn}</p>
    </div>
  `;
  document.body.insertAdjacentHTML('beforeend', html);
}

Example 6: Console Logging Sensitive Data

// BAD: Logging sensitive data to console (captured by FS)
function processPayment(cardNumber, cvv) {
  console.log('Processing payment:', cardNumber, cvv);  // BAD!
  console.log('User SSN:', user.ssn);  // BAD!
  
  // Process payment...
}

Why this is bad:

• ❌ Console logs are captured by Fullstory
• ❌ Card number and CVV in console
• ❌ SSN in console
• ❌ Privacy classes don't affect console

CORRECTED VERSION:

// GOOD: Never log sensitive data, or disable console capture
function processPayment(cardNumber, cvv) {
  console.log('Processing payment for card ending:', cardNumber.slice(-4));
  // Or use FS.log which you control:
  FS('log', { 
    level: 'info', 
    msg: 'Payment processing initiated' 
  });
  
  // Process payment...
}

// Or disable console capture in Fullstory settings

PRIVACY MODE COMPARISON

What Gets Captured?

When to Use Each Mode

CSS SELECTOR RULES (Settings UI)

In addition to CSS classes, you can define rules via Settings > Data Capture and Privacy > Privacy.

Supported Selectors

/* Tag name */
input

/* Class */
.sensitive-field

/* ID */
#credit-card-input

/* Attribute */
[data-sensitive="true"]
[autocomplete^="cc-"]

/* Descendant */
.checkout-form input

/* Child */
.payment > input

/* Multiple classes */
.form-field.sensitive

Unsupported Selectors

/* NOT supported in Fullstory privacy rules */
:hover
:focus
:nth-child()
::before
::after
:not()

Example Rules in Settings

FORM PRIVACY FEATURE

Fullstory's Form Privacy feature (accounts created after Nov 10, 2021) provides additional automatic protection:

Automatically Protected

• Input fields without explicit unmask
• Textarea content
• Select/dropdown selected values
• Content editable elements

Form Privacy Modes

TROUBLESHOOTING

Content Still Visible After Excluding

Symptom: Added .fs-exclude but content still appears

Common Causes:

1. ❌ CSS specificity issue
2. ❌ Class added after page load
3. ❌ Rule not propagating to children
4. ❌ Conflicting unmask rule in Settings

Solutions:

• ✅ Check browser DevTools for class
• ✅ Add class before Fullstory initializes
• ✅ Check Settings for conflicting rules
• ✅ Verify no fs-unmask on children

Clicks Not Captured on Masked Elements

Symptom: Masking works but clicks missing

Common Causes:

1. ❌ Used .fs-exclude instead of .fs-mask
2. ❌ Parent is excluded

Solutions:

• ✅ Use .fs-mask to keep click tracking
• ✅ Only use .fs-exclude when events shouldn't be tracked

Dynamic Content Not Protected

Symptom: AJAX-loaded content visible in replay

Common Causes:

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

Solutions:

• ✅ Include privacy classes in template
• ✅ Use CSS selector rules as backup
• ✅ Apply classes 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 (replaced with wireframe 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 clicks on this element?
   • Is this dynamic content?
   • Have you checked console logs for leaks?

4. Best practices:

   • Build privacy into component library
   • Use explicit classes, don't rely on auto-detection
   • Test in Fullstory to verify masking/exclusion
   • Also disable console capture if logging sensitive data

REFERENCE LINKS

• Privacy Protection: 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
• Form Privacy: https://help.fullstory.com/hc/en-us/articles/4411898245271

This skill document was created to help Agent understand and guide developers in implementing Fullstory's Privacy Controls correctly for compliant session recording.