Getting Started

• What is Contentsquare?
• Will Heap slow down my site?
• My developer set up an API but I’m not seeing any data ,what do I do?
• Do Heap’s mobile SDKs support visual labeling?
• How does Heap identify one user from another on mobile?
• How do I stop Ad Blockers from preventing event autocapture?
• Does Heap support Webhooks?
• How do I get real-time data in Heap?
• Heap.push is not a function Console Error
• What is Heap and how do I get an account?
• Heap support offerings
• How does Heap define a session?
• How does Heap define a pageview?
• Can I customize the default session (web or mobile) duration length?
• Can I use Heap and Google Analytics at the same time?
• Does Heap support multiple projects on the same account?
• How does Heap get location data?
• Can I tie together user data across browsers and devices?
• What browsers does Heap support?
• I want to bring mobile data into Heap, but I’m not using a natively supported framework. How do I set this up?
• Does Heap autocapture deep linking automatically?
• How does Heap work with WebViews?
• How do I identify users in Heap?
• What’s the difference between the app ID and env ID in Heap?
• How does Heap differ from other analytics tools?
• Does Heap work with multiple domains or websites?
• Does Heap work well with single-page web apps built on Backbone, Angular, and other frameworks?
• Does Heap work well with hybrid mobile frameworks?
• Does Heap support Subresource Integrity (SRI)?
• Does Heap support AMP (Accelerated Mobile Pages)?
• How can I see my plan type and how many Heap sessions I’ve used?
• Where do I manage my account settings?
• Where do I manage my personal settings?
• How do I update the email address associated with my Heap account?
• Why am I getting an error message that my email address doesn’t match when I try to log in?
• How do I cancel my subscription or close my Heap account?
• Why is my Heap workspace locked?
• How do I uninstall Heap?
• Step 0: Frame Your Business Questions
• Step 1: Enrich Your Dataset Via APIs
• Step 2: Integrate With Your Warehouse & 3rd Party Tools
• Step 3: Plan Your Data Governance Strategy
• Step 4: Establish Categories & Naming Conventions
• Step 5: Create & Manage Definitions
• Step 6: Learn Our Data Governance Tools
• Step 7: Complete Rollout
• Step 8: Create Your First Chart
• Autocaptured Data
• Understanding Heap’s Data Model
• Before Installing: Key Considerations
• How can I check if Heap is installed correctly on my website?
• Tracking Web Custom Events Client-side vs. Server-side
• Installation Guides
• Heap’s Security Disclosure Policy

How Heap Works

• What is Contentsquare?
• What is Heap and how do I get an account?
• Autocaptured Data
• Understanding Heap’s Data Model
• Before Installing: Key Considerations
• How can I check if Heap is installed correctly on my website?
• Tracking Web Custom Events Client-side vs. Server-side
• Installation Guides
• Heap’s Security Disclosure Policy

Setting up Heap

1. Step 0: Frame Your Business Questions
2. Step 1: Enrich Your Dataset Via APIs
3. Step 2: Integrate With Your Warehouse & 3rd Party Tools
4. Step 3: Plan Your Data Governance Strategy
5. Step 4: Establish Categories & Naming Conventions
6. Step 5: Create & Manage Definitions
7. Step 6: Learn Our Data Governance Tools
8. Step 7: Complete Rollout
9. Step 8: Create Your First Chart

Getting Started FAQs

• Will Heap slow down my site?
• My developer set up an API but I’m not seeing any data ,what do I do?
• How does Heap identify one user from another on mobile?
• How do I stop Ad Blockers from preventing event autocapture?
• Does Heap support Webhooks?
• How do I get real-time data in Heap?
• Heap.push is not a function Console Error
• Heap support offerings
• How does Heap define a session?
• How does Heap define a pageview?
• Can I customize the default session (web or mobile) duration length?
• Can I use Heap and Google Analytics at the same time?
• Does Heap support multiple projects on the same account?
• How does Heap get location data?
• Can I tie together user data across browsers and devices?
• What browsers does Heap support?
• I want to bring mobile data into Heap, but I’m not using a natively supported framework. How do I set this up?
• Does Heap autocapture deep linking automatically?
• How does Heap work with WebViews?
• How do I identify users in Heap?
• What’s the difference between the app ID and env ID in Heap?
• How does Heap differ from other analytics tools?

Compatibility FAQs

• Do Heap’s mobile SDKs support visual labeling?
• Does Heap work with multiple domains or websites?
• Does Heap work well with single-page web apps built on Backbone, Angular, and other frameworks?
• Does Heap work well with hybrid mobile frameworks?
• Does Heap support Subresource Integrity (SRI)?
• Does Heap support AMP (Accelerated Mobile Pages)?

Account Settings FAQs

• How can I see my plan type and how many Heap sessions I’ve used?
• Where do I manage my account settings?
• Where do I manage my personal settings?
• How do I update the email address associated with my Heap account?
• Why am I getting an error message that my email address doesn’t match when I try to log in?
• How do I cancel my subscription or close my Heap account?
• Why is my Heap workspace locked?
• How do I uninstall Heap?

Session Replay

• What happens if I go over my session replay limit?
• Rage clicks in session replay
• How can I share session replays?
• What do the face icons mean?
• Session Replay Privacy and Security Settings
• How long does it take for replays to appear?
• Does session replay load at the same time as Heap?
• Session Replay InfoSec Checklist
• What privacy settings does Session replay inherit from Heap?
• How do I prevent session replay from capturing certain data, such as passwords and credit card numbers?
• How do I block bot behavior from being captured in session replay?
• I accidentally captured PII in a session replay. What do I do?
• Why do I get a ‘Something went wrong…’ error when trying to load my replay?
• Why am I missing certain replays that I know I should have?
• Why is my session replay not loading right? (ex. text, borders, or other page content missing)
• How often is my site cached/crawled in session replay?
• Why can’t I see what users are typing into forms?
• Can I trigger a manual re-crawl of my site?
• If my site is updated, will replays from before the site update show the old or new site look?
• How does session replay work on a single page application (SPA) site?
• How does session replay work with dynamically generated CSS?
• How do I exclude dynamically generated CSS selectors?
• Can I choose where to capture sessions from selectively?
• Can I opt out of all input fields?
• Can session replay capture client-side track events?
• Are you recording my user’s screens?
• Do session replay tools track third-party data?
• Will session replay slow down my site?
• Do I need end user consent for session replay?
• Can I change the sample rate on certain pages?
• How is the sample rate defined and applied?
• How do I delete or download a session replay?
• How does session replay work if there is an iFrame on the page?
• How do I get session replay?
• Where can I watch session replays in Heap?
• Does session replay support the wildcard character?
• What does session replay capture?
• How long are session replays stored?
• What browsers does session replay support?
• How soon after it’s been captured can I watch a session replay?
• How is a “session” defined in session replay?
• What cookies does session replay set?
• What is Auryc and why did Heap acquire it?

Popular

• Session Replay Privacy and Security Settings
• Session Replay InfoSec Checklist
• Why am I missing certain replays that I know I should have?
• Why is my session replay not loading right? (ex. text, borders, or other page content missing)
• How do I get session replay?

Session Replay Overview

• Rage clicks in session replay
• How can I share session replays?
• Session Replay Privacy and Security Settings
• Session Replay InfoSec Checklist
• How do I get session replay?
• Where can I watch session replays in Heap?
• What does session replay capture?
• How long are session replays stored?
• What browsers does session replay support?
• How soon after it’s been captured can I watch a session replay?
• How is a “session” defined in session replay?
• What cookies does session replay set?
• What is Auryc and why did Heap acquire it?

Session Replay General FAQs

• What happens if I go over my session replay limit?
• What do the face icons mean?
• How long does it take for replays to appear?
• Does session replay load at the same time as Heap?
• Are you recording my user’s screens?
• Do session replay tools track third-party data?
• Will session replay slow down my site?
• Do I need end user consent for session replay?
• Can I change the sample rate on certain pages?
• How is the sample rate defined and applied?
• How do I delete or download a session replay?
• How does session replay work if there is an iFrame on the page?
• Does session replay support the wildcard character?

Session Replay Data Capture FAQs

• Can I choose where to capture sessions from selectively?
• Can I opt out of all input fields?
• Can session replay capture client-side track events?

Session Replay Site Compatibility FAQs

• How does session replay work on a single page application (SPA) site?
• How does session replay work with dynamically generated CSS?
• How do I exclude dynamically generated CSS selectors?

Session Replay Caching & Crawling FAQs

• How often is my site cached/crawled in session replay?
• Can I trigger a manual re-crawl of my site?
• If my site is updated, will replays from before the site update show the old or new site look?

Session Replay Known Issues

• Why do I get a ‘Something went wrong…’ error when trying to load my replay?
• Why am I missing certain replays that I know I should have?
• Why is my session replay not loading right? (ex. text, borders, or other page content missing)
• Why can’t I see what users are typing into forms?

Session Replay Data Privacy

• Session Replay Privacy and Security Settings
• Session Replay InfoSec Checklist
• What privacy settings does Session replay inherit from Heap?
• How do I prevent session replay from capturing certain data, such as passwords and credit card numbers?
• How do I block bot behavior from being captured in session replay?
• I accidentally captured PII in a session replay. What do I do?
• Why can’t I see what users are typing into forms?
• Are you recording my user’s screens?
• Do I need end user consent for session replay?
• What does session replay capture?
• How long are session replays stored?

[Classic] Session Replay

• [Classic] What happens if I go over my session replay limit?
• [Classic] Rage clicks in session replay
• [Classic] How can I share session replays?
• [Classic] What do the face icons mean?
• [Classic] Session Replay Privacy and Security Settings
• [Classic] How long does it take for replays to appear?
• [Classic] How do I prevent session replay from capturing certain data, such as passwords and credit card numbers?
• [Classic] How do I block bot behavior from being captured in session replay?
• [Classic] Does session replay load at the same time as Heap?
• [Classic] Session Replay InfoSec Checklist
• [Classic] What privacy settings does Session replay inherit from Heap?
• [Classic] I accidentally captured PII in a session replay. What do I do?
• [Classic] Why do I get a ‘Something went wrong…’ error when trying to load my replay?
• [Classic] Why am I missing certain replays that I know I should have?
• [Classic] Why is my session replay not loading right? (ex. text, borders, or other page content missing)
• [Classic] How often is my site cached/crawled in session replay?
• [Classic] Why can’t I see what users are typing into forms?
• [Classic] Can I trigger a manual re-crawl of my site?
• [Classic] If my site is updated, will replays from before the site update show the old or new site look?
• [Classic] How does session replay work on a single page application (SPA) site?
• [Classic] How does session replay work with dynamically generated CSS?
• [Classic] How do I exclude dynamically generated CSS selectors?
• [Classic] Can I choose where to capture sessions from selectively?
• [Classic] Can I opt out of all input fields?
• [Classic] Can session replay capture client-side track events?
• [Classic] Are you recording my user’s screens?
• [Classic] Do session replay tools track third-party data?
• [Classic] Will session replay slow down my site?
• [Classic] Do I need end user consent for session replay?
• [Classic] Can I change the sample rate on certain pages?
• [Classic] How is the sample rate defined and applied?
• [Classic] How do I delete or download a session replay?
• [Classic] How does session replay work if there is an iFrame on the page?
• [Classic] How do I get session replay?
• [Classic] Where can I watch session replays in Heap?
• [Classic] Does session replay support the wildcard character?
• [Classic] What does session replay capture?
• [Classic] How long are session replays stored?
• [Classic] What browsers does session replay support?
• [Classic] How soon after it’s been captured can I watch a session replay?
• [Classic] How is a “session” defined in session replay?
• [Classic] What is Auryc and why did Heap acquire it?
• [Classic] What cookies does session replay set?

[Classic] Popular

• [Classic] Session Replay Privacy and Security Settings
• [Classic] Session Replay InfoSec Checklist
• [Classic] Why am I missing certain replays that I know I should have?
• [Classic] Why is my session replay not loading right? (ex. text, borders, or other page content missing)
• [Classic] How do I get session replay?

[Classic] Session Replay Overview

• [Classic] Rage clicks in session replay
• [Classic] How can I share session replays?
• [Classic] Session Replay Privacy and Security Settings
• [Classic] Session Replay InfoSec Checklist
• [Classic] How do I get session replay?
• [Classic] Where can I watch session replays in Heap?
• [Classic] What does session replay capture?
• [Classic] How long are session replays stored?
• [Classic] What browsers does session replay support?
• [Classic] How soon after it’s been captured can I watch a session replay?
• [Classic] How is a “session” defined in session replay?
• [Classic] What is Auryc and why did Heap acquire it?
• [Classic] What cookies does session replay set?

[Classic] Session Replay General FAQs

• [Classic] What happens if I go over my session replay limit?
• [Classic] What do the face icons mean?
• [Classic] How long does it take for replays to appear?
• [Classic] Does session replay load at the same time as Heap?
• [Classic] Are you recording my user’s screens?
• [Classic] Do session replay tools track third-party data?
• [Classic] Will session replay slow down my site?
• [Classic] Do I need end user consent for session replay?
• [Classic] Can I change the sample rate on certain pages?
• [Classic] How is the sample rate defined and applied?
• [Classic] How do I delete or download a session replay?
• [Classic] How does session replay work if there is an iFrame on the page?
• [Classic] Does session replay support the wildcard character?

[Classic] Session Replay Data Capture FAQs

• [Classic] Can I choose where to capture sessions from selectively?
• [Classic] Can I opt out of all input fields?
• [Classic] Can session replay capture client-side track events?

[Classic] Session Replay Site Compatibility FAQs

• [Classic] How does session replay work on a single page application (SPA) site?
• [Classic] How does session replay work with dynamically generated CSS?
• [Classic] How do I exclude dynamically generated CSS selectors?

[Classic] Session Replay Caching & Crawling FAQs

• [Classic] How often is my site cached/crawled in session replay?
• [Classic] Can I trigger a manual re-crawl of my site?
• [Classic] If my site is updated, will replays from before the site update show the old or new site look?

[Classic] Session Replay Known Issues

• [Classic] Why do I get a ‘Something went wrong…’ error when trying to load my replay?
• [Classic] Why am I missing certain replays that I know I should have?
• [Classic] Why is my session replay not loading right? (ex. text, borders, or other page content missing)
• [Classic] Why can’t I see what users are typing into forms?

[Classic] Session Replay Data Privacy

• [Classic] Session Replay Privacy and Security Settings
• [Classic] How do I prevent session replay from capturing certain data, such as passwords and credit card numbers?
• [Classic] How do I block bot behavior from being captured in session replay?
• [Classic] Session Replay InfoSec Checklist
• [Classic] What privacy settings does Session replay inherit from Heap?
• [Classic] I accidentally captured PII in a session replay. What do I do?
• [Classic] Why can’t I see what users are typing into forms?
• [Classic] Are you recording my user’s screens?
• [Classic] Do I need end user consent for session replay?
• [Classic] What does session replay capture?
• [Classic] How long are session replays stored?

Data Management

• How are anonymous mobile users tracked across sessions?
• How do server-side events impact session behavior?
• Data History
• Can I merge two users into one Identity?
• How do I filter for my own traffic in live data feed?
• How do I get real-time data in Heap?
• How to limit Heap cookie size
• I’m not seeing data in the referrer property for sessions that should have referrer data
• Why are we missing data from a specific customer/company?
• How do I figure out the purpose of an event that was created by someone else?
• Why does the user ID change or not appear in my live data feed?
• HTML & CSS Best Practices
• Best Practices for code changes
• Using Heap With Popular Web Frameworks & Libraries
• Using Heap With Single Page Application (SPA) Websites
• Session Behavior
• Backgrounded Mobile Events
• Using Heap with React Websites
• Impact of DOM Minification on Heap
• General Strategies for Using Heap with a Minified DOM
• React Styling Libraries & DOM Minification
• Dashboards overview
• How do I capture change events from the select2 library?
• Naming conventions overview
• Categories overview
• Shared vs. Personal Spaces
• Projects & Environments
• Live data feed
• Migrating your website platform and maintaining continuity of data in Heap
• Pageview suggestions

Popular

• HTML & CSS Best Practices
• Session Behavior
• Using Heap with React Websites
• Dashboards overview
• Projects & Environments

Code & Framework Management

• HTML & CSS Best Practices
• Best Practices for code changes
• Using Heap With Popular Web Frameworks & Libraries
• Using Heap With Single Page Application (SPA) Websites

React & DOM Minification

• Using Heap with React Websites
• Impact of DOM Minification on Heap
• General Strategies for Using Heap with a Minified DOM
• React Styling Libraries & DOM Minification

Managing Sessions

• How are anonymous mobile users tracked across sessions?
• How do server-side events impact session behavior?
• Session Behavior
• Backgrounded Mobile Events

Data Management Features

• Data History
• Dashboards overview
• Naming conventions overview
• Categories overview
• Shared vs. Personal Spaces
• Projects & Environments
• Live data feed
• Migrating your website platform and maintaining continuity of data in Heap
• Pageview suggestions

Data Management FAQs

• Can I merge two users into one Identity?
• How do I filter for my own traffic in live data feed?
• How do I get real-time data in Heap?
• How to limit Heap cookie size
• I’m not seeing data in the referrer property for sessions that should have referrer data
• Why are we missing data from a specific customer/company?
• How do I figure out the purpose of an event that was created by someone else?
• Why does the user ID change or not appear in my live data feed?
• How do I capture change events from the select2 library?

Data Types

• Transaction event overview
• How is the web hierarchy property populated?
• How do I filter for bot traffic?
• How do I filter for activity by power users?
• How do I filter for activity by internal users/employees?
• How do I filter for activity from my accounts?
• How do I filter for activity by my biggest spenders?
• Why did my event stop working?
• What’s the difference between each of the mobile library properties?
• Rage clicks overview
• In what order are conditional properties evaluated?
• Stateful vs. stateless properties
• Tracking drag and drop events
• I can’t get visual labeling (web) to work. Why?
• How do I figure out the purpose of an event that was created by someone else?
• Why do I see events and users from the future?
• What’s the difference between a property and an initial property?
• How do I get the Marketing Channel/Initial Marketing Channel defined properties?
• Why is my Marketing Channel or Initial Marketing Channel property not classifying traffic as expected?
• How are UTM parameters captured?
• How do I add an existing snapshot to multiple events?
• How can I check if an event is server-side or client-side?
• Why am I seeing duplicate events or session IDs?
• Why would the timestamp of an install event come before the user’s date first seen?
• If I have identical event definitions, which one “wins” to be shown in Users View or my live data feed?
• Why do only some Segment events get a Segment logo?
• Why don’t I see all property values in the filter drop-down?
• I saw a custom event in my live data feed, but I can’t find that event anywhere in Heap
• Why is my snapshot not collecting data?
• Why do pageview snapshots return so many “none” values?
• Events overview
• What is a “raw event”?
• How to label events for web, mobile, react, and angular apps
• Does Heap support the wildcard * character in event definitions?
• Updating and organizing events
• How to capture multiple versions of an event
• How to combine events using a combo event
• How to use custom events to build new events
• How do I know if my event is working?
• Archiving, deleting, and restoring events
• Properties overview
• How to create new labeled properties
• Using regex to define formula properties
• Updating, archiving, and restoring properties
• Visually labeling events (Web)
• Visually labeling events (Android)
• Visually labeling events (iOS)
• Segments overview
• Snapshots overview
• Capture Size of Item When Added To Cart (Single Event on Page) via Snapshots
• Visually labeling events (React Native)
• Updating, archiving, and restoring segments
• Capture Name of Item When Item is Clicked (Multiple Events on Page) via Snapshots
• Capture Company Name From Sign Up Form (Text Input Field) via Snapshots
• Capture Search Queries via Snapshots
• Capture Radio Form Value via Snapshots
• Capture Screen Dimensions via Snapshots
• Capture Screen Resolution via Snapshots
• Capture Orientation via Snapshots
• Using Snapshotted Data in Custom Properties
• Pageview Snapshots

Popular

• Events overview
• Properties overview
• Visually labeling events (Web)
• Segments overview
• Snapshots overview

Visual labeling

• Visually labeling events (Web)
• Visually labeling events (Android)
• Visually labeling events (iOS)
• Visually labeling events (React Native)

Events

• Transaction event overview
• Rage clicks overview
• I can’t get visual labeling (web) to work. Why?
• Events overview
• What is a “raw event”?
• How to label events for web, mobile, react, and angular apps
• Does Heap support the wildcard * character in event definitions?
• Updating and organizing events
• How to capture multiple versions of an event
• How to combine events using a combo event
• How to use custom events to build new events
• How do I know if my event is working?
• Archiving, deleting, and restoring events

Segments

• Segments overview
• Updating, archiving, and restoring segments

Properties

• Stateful vs. stateless properties
• Properties overview
• How to create new labeled properties
• Using regex to define formula properties
• Updating, archiving, and restoring properties

Snapshots

• Tracking drag and drop events
• Snapshots overview
• Capture Size of Item When Added To Cart (Single Event on Page) via Snapshots
• Capture Name of Item When Item is Clicked (Multiple Events on Page) via Snapshots
• Capture Company Name From Sign Up Form (Text Input Field) via Snapshots
• Capture Search Queries via Snapshots
• Capture Radio Form Value via Snapshots
• Capture Screen Dimensions via Snapshots
• Capture Screen Resolution via Snapshots
• Capture Orientation via Snapshots
• Using Snapshotted Data in Custom Properties
• Pageview Snapshots

Event FAQs

• How is the web hierarchy property populated?
• Why did my event stop working?
• How do I figure out the purpose of an event that was created by someone else?
• Why do I see events and users from the future?
• How do I add an existing snapshot to multiple events?
• How can I check if an event is server-side or client-side?
• Why am I seeing duplicate events or session IDs?
• Why would the timestamp of an install event come before the user’s date first seen?
• If I have identical event definitions, which one “wins” to be shown in Users View or my live data feed?
• Why do only some Segment events get a Segment logo?
• I saw a custom event in my live data feed, but I can’t find that event anywhere in Heap

Segments FAQs

• How do I filter for bot traffic?
• How do I filter for activity by power users?
• How do I filter for activity by internal users/employees?
• How do I filter for activity from my accounts?
• How do I filter for activity by my biggest spenders?

Properties FAQs

• What’s the difference between each of the mobile library properties?
• In what order are conditional properties evaluated?
• What’s the difference between a property and an initial property?
• How do I get the Marketing Channel/Initial Marketing Channel defined properties?
• Why is my Marketing Channel or Initial Marketing Channel property not classifying traffic as expected?
• How are UTM parameters captured?
• Why don’t I see all property values in the filter drop-down?

Snapshots FAQs

• Why is my snapshot not collecting data?
• Why do pageview snapshots return so many “none” values?

Charts

• Pages overview
• Acquisition analysis overview
• Sessions overview
• Engagement analysis overview
• Do Heatmaps work with a Shadow DOM?
• Why did the background image of my heatmap change?
• Why doesn’t my heatmap background image line up with the overlay?
• How far back can I set the date range for a heatmap?
• Charts Overview
• How do I see time spent on page?
• Share Charts & Dashboards within your organization
• Schedule email summaries for you & your team
• Explore raw events page overview
• Chart Templates
• Usage over time overview
• Funnel analysis overview
• How do I customize the name of the x-axis or y-axis in a usage over time chart?
• Heatmap analysis overview
• Users overview
• In a funnel, how can I see where the user went instead?
• How can I see the specific people that converted or dropped off in a funnel?
• Why is the count in my funnel different from the count in my usage over time chart?
• Why am I seeing more funnel conversions after applying an event-level filter and a group by?
• Why does effort analysis show 0 interactions between steps when there are top events between those steps?
• Journeys overview
• Retention analysis overview
• Why does the count of users whose first event was in the time range decrease in each row of a retention chart?
• Why is the first row in my retention chart always so high?
• Influence analysis overview
• Filters
• Behavioral Properties
• Group By
• Compare Groups of Users
• Usage Interval Analysis
• Account Health Analysis
• Active Usage Analysis
• Period over Period Analysis
• A/B testing
• Chart Alerts
• Best practices for cross-platform analysis

Popular

• Acquisition analysis overview
• Funnel analysis overview
• Heatmap analysis overview
• Journeys overview
• Filters
• A/B testing

Chart Types

• Pages overview
• Acquisition analysis overview
• Sessions overview
• Engagement analysis overview
• Charts Overview
• Usage over time overview
• Funnel analysis overview
• Heatmap analysis overview
• Users overview
• Journeys overview
• Retention analysis overview
• Influence analysis overview

Chart Features

• Explore raw events page overview
• Chart Templates
• Filters
• Behavioral Properties
• Group By
• Compare Groups of Users
• Usage Interval Analysis
• Account Health Analysis
• Active Usage Analysis
• Period over Period Analysis
• A/B testing
• Chart Alerts
• Best practices for cross-platform analysis

Organize & Share Data

• Share Charts & Dashboards within your organization
• Schedule email summaries for you & your team

Usage Over Time Chart FAQs

• How do I see time spent on page?
• How do I customize the name of the x-axis or y-axis in a usage over time chart?
• Why is the count in my funnel different from the count in my usage over time chart?

Funnel Chart FAQs

• In a funnel, how can I see where the user went instead?
• How can I see the specific people that converted or dropped off in a funnel?
• Why is the count in my funnel different from the count in my usage over time chart?
• Why am I seeing more funnel conversions after applying an event-level filter and a group by?
• Why does effort analysis show 0 interactions between steps when there are top events between those steps?

Retention Chart FAQs

• Why does the count of users whose first event was in the time range decrease in each row of a retention chart?
• Why is the first row in my retention chart always so high?

Heatmap Chart FAQs

• Do Heatmaps work with a Shadow DOM?
• Why did the background image of my heatmap change?
• Why doesn’t my heatmap background image line up with the overlay?
• How far back can I set the date range for a heatmap?

Chart Examples

• Calculate customer lifetime value (CLV)
• How long are chart results cached?
• How do I share a chart?
• Why is my my funnel conversion rate different from my journey conversion rate?
• What does “no data” or “no results” mean?
• Excluding internal users from analysis
• How to create a Power User Curve
• Why is Filter / Group By missing certain properties?
• What determines when an event is counted towards one day instead of the next day?
• Why are my CVR results different from my Funnel results?
• Track marketing campaign effectiveness
• Improve your marketing conversion rate
• Understand attribution
• Google Ads: manual & auto-tagging best practices
• Manage your accounts
• Troubleshoot customer issues
• Determine support strategy
• How does Heap measure daily, weekly, and monthly active users?
• What does Average Time Between measure?
• What does ‘Other’ mean in my analysis results?
• How do I measure Time on Site/Session Duration?
• How do I measure the nth time a user performed an action?
• Why does a ratio or conversion rate chart have different results in a table chart?
• What is the max size of CSV exports?
• How do I filter out None/null results?
• What’s the difference between average time between and first-time retention, and how should I use them?
• How do I track my bounce rate in Heap?
• How do I edit chart tables?
• User and Session IDs aren’t showing up correctly when I import CSVs into Excel, how do I fix this?
• Why do I see referrers from my own domain in Heap?
• Why do values in my analysis change when I change the date range?
• I see session time in the Users view but not in other parts of the app. How can I track time on a page or the average time per session?
• Why am I seeing unusually long sessions in my analysis?
• I see users in the Users View with no events. What causes this?
• Why is the count in my funnel different from the count in my usage over time chart?
• Why is the count in my funnel different from the count unique in my usage over time chart when grouped by something?
• I’m seeing a difference in data between Heap and another analytics tool.
• Why are some iPad sessions showing up as desktop sessions in Heap?
• See what users did before doing a specific event
• See what users did after doing a specific event
• See what time of day your customers are most active
• Analyze new vs. returning users
• Understand your user’s ‘Aha Moment’
• Compare multiple events to see which ones have been done most
• Measure the average time between two events
• Compare groups of users to see how they performed
• See the average event count per user over time
• Calculate conversion rate between two events
• See how long it takes users to convert
• See what paid marketing efforts influenced conversion
• See how many accounts are active daily
• Measure engagement of paying accounts
• Track account-based KPIs
• Identify high-risk accounts

Popular

• Understand attribution
• Google Ads: manual & auto-tagging best practices
• How does Heap measure daily, weekly, and monthly active users?
• I’m seeing a difference in data between Heap and another analytics tool.
• See how many accounts are active daily

Account Health

• Manage your accounts
• See how many accounts are active daily
• Measure engagement of paying accounts
• Track account-based KPIs
• Identify high-risk accounts

Conversion

• Why is my my funnel conversion rate different from my journey conversion rate?
• Track marketing campaign effectiveness
• Improve your marketing conversion rate
• Understand attribution
• Google Ads: manual & auto-tagging best practices
• Calculate conversion rate between two events
• See how long it takes users to convert
• See what paid marketing efforts influenced conversion

Engagement

• Calculate customer lifetime value (CLV)
• How to create a Power User Curve
• Troubleshoot customer issues
• Determine support strategy
• Understand your user’s ‘Aha Moment’
• Compare multiple events to see which ones have been done most
• Measure the average time between two events
• Compare groups of users to see how they performed
• See the average event count per user over time

Retention

• See what users did before doing a specific event
• See what users did after doing a specific event
• See what time of day your customers are most active
• Analyze new vs. returning users

Analysis FAQs

• How long are chart results cached?
• How do I share a chart?
• What does “no data” or “no results” mean?
• Excluding internal users from analysis
• Why is Filter / Group By missing certain properties?
• What does ‘Other’ mean in my analysis results?
• How do I measure the nth time a user performed an action?
• What is the max size of CSV exports?
• How do I filter out None/null results?
• How do I track my bounce rate in Heap?
• How do I edit chart tables?

Date & Time FAQs

• How does Heap measure daily, weekly, and monthly active users?
• What does Average Time Between measure?
• How do I measure Time on Site/Session Duration?
• What’s the difference between average time between and first-time retention, and how should I use them?
• I see session time in the Users view but not in other parts of the app. How can I track time on a page or the average time per session?

Unexpected Results

• What determines when an event is counted towards one day instead of the next day?
• Why are my CVR results different from my Funnel results?
• Why does a ratio or conversion rate chart have different results in a table chart?
• User and Session IDs aren’t showing up correctly when I import CSVs into Excel, how do I fix this?
• Why do I see referrers from my own domain in Heap?
• Why do values in my analysis change when I change the date range?
• Why am I seeing unusually long sessions in my analysis?
• I see users in the Users View with no events. What causes this?
• Why is the count in my funnel different from the count in my usage over time chart?
• Why is the count in my funnel different from the count unique in my usage over time chart when grouped by something?
• I’m seeing a difference in data between Heap and another analytics tool.
• Why are some iPad sessions showing up as desktop sessions in Heap?

Dashboard Templates

• Data Validation
• Audience Overview (Web only)
• Site Overview
• Mobile App Overview
• NPS Overview
• Blog Performance
• Quiz Engagement & Impact
• Promotion Engagement & Impact
• Subscription Retention
• Audience Overview (Web + App)
• Measure Feature Adoption
• Measure Feature Engagement and Impact
• Measure your campaign email performance
• Measure In-App Guides
• Measure your baseline email performance
• Measure Baseline Retention Performance
• Measure Baseline Activation Performance
• Measure Checkout Performance
• Measure Baseline Acquisition Performance
• eCommerce Metrics Overview
• How Easy is it to Navigate My Homepage?
• Increase Usage of Key Features

Popular

• Site Overview
• NPS Overview
• Audience Overview (Web + App)
• Measure Feature Adoption
• Measure Feature Engagement and Impact

Any Team

• Data Validation
• Audience Overview (Web only)
• Site Overview
• Mobile App Overview
• Quiz Engagement & Impact
• Subscription Retention
• Audience Overview (Web + App)
• How Easy is it to Navigate My Homepage?

Product

• Measure Feature Adoption
• Measure Feature Engagement and Impact
• Measure In-App Guides
• Measure Baseline Retention Performance
• Measure Baseline Activation Performance

Customer Success

• NPS Overview
• Measure Feature Engagement and Impact

Marketing

• Blog Performance
• Promotion Engagement & Impact
• Measure your campaign email performance
• Measure your baseline email performance
• Measure Checkout Performance
• Measure Baseline Acquisition Performance
• eCommerce Metrics Overview

Analysis Guides

• Docs Overview
• Resurrect Inactive Users to Boost Adoption
• Target Customers for Marketing Campaigns Based on Average Order Quantity
• Test the Impact of Different Shipping Method Options
• Measure Retention Across Different User Verticals
• Identify Marketing Channel Impact on Retention
• Measure Support Burden
• Identify At Risk Customers
• Optimize the Activation Funnel
• Combine Your Historical User Data
• Identify Users Who Drop Off During Sign Up
• Identify What Visitors Do Before Converting
• Determine Top Events to Define
• Know Which Prospects to Focus Sales Efforts On
• Measure Marketing’s Impact on Conversion
• Measure Quiz Completion’s Impact on Conversion
• Use A/B Testing to Improve Usage
• Measure Activation Time From Sign Up to Onboarding
• eCommerce Demand Analysis
• Set up usage alerting
• Increase Usage of Key Features
• Identify Top Referral Candidates

Popular

• Resurrect Inactive Users to Boost Adoption
• Identify Users Who Drop Off During Sign Up
• Identify What Visitors Do Before Converting
• Use A/B Testing to Improve Usage
• Set up usage alerting

Any Team

• Combine Your Historical User Data
• Identify Users Who Drop Off During Sign Up
• Determine Top Events to Define
• Measure Activation Time From Sign Up to Onboarding
• eCommerce Demand Analysis
• Set up usage alerting

Product

• Resurrect Inactive Users to Boost Adoption
• Test the Impact of Different Shipping Method Options
• Measure Retention Across Different User Verticals
• Measure Support Burden
• Optimize the Activation Funnel
• Identify What Visitors Do Before Converting
• Measure Marketing’s Impact on Conversion
• Use A/B Testing to Improve Usage
• Increase Usage of Key Features

Marketing

• Target Customers for Marketing Campaigns Based on Average Order Quantity
• Identify Marketing Channel Impact on Retention
• Identify What Visitors Do Before Converting
• Measure Quiz Completion’s Impact on Conversion
• eCommerce Demand Analysis
• Identify Top Referral Candidates

Customer Success

• Resurrect Inactive Users to Boost Adoption
• Measure Retention Across Different User Verticals
• Measure Support Burden
• Identify At Risk Customers
• Increase Usage of Key Features

Support & Education

• Docs Overview
• Measure Support Burden

Sales

• Know Which Prospects to Focus Sales Efforts On

Administration

• Can I rename the main project?
• How can I learn about product updates?
• Can I share Heap dashboards externally?
• When I delete a team member in Heap, what happens to the charts and definitions they created?
• How do I check Heap’s server status?
• What format do I use to send date and time as a data type into Heap?
• How do I set my time zone, and what does it affect?
• How does daylight savings time affect my data?
• Single Sign-on: AWS
• 2FA
• Single Sign-On: Azure
• Single Sign-on: Google Workspace
• Single Sign-on: Okta
• Single Sign-on: OneLogin
• SCIM Provisioning: OneLogin
• SCIM Provisioning: Okta
• SAML SSO Integration Guide
• Teammates & Permissions
• Teams Overview
• Manage Project Access & Permissions
• Team Permissions that Scale
• Data Governance: Overview
• Naming conventions overview
• Categories overview
• Event, property, and segment verification
• Event Repair Flow
• Dataset Cleanup
• Data Types History
• Managing Events, Segments, Properties, & Reports
• Ongoing Maintenance
• How do I update the email address associated with my Heap account?

Popular

• Single Sign-On: Azure
• Single Sign-on: Okta
• SCIM Provisioning: Okta
• SAML SSO Integration Guide
• Teammates & Permissions

Data Governance

1. Data Governance: Overview
2. Naming conventions overview
3. Categories overview
4. Event, property, and segment verification
5. Event Repair Flow
6. Dataset Cleanup
7. Data Types History
8. Managing Events, Segments, Properties, & Reports
9. Ongoing Maintenance

Team Management

• Teammates & Permissions
• Teams Overview
• Manage Project Access & Permissions
• Team Permissions that Scale

Secure Access

• Single Sign-on: AWS
• 2FA
• Single Sign-On: Azure
• Single Sign-on: Google Workspace
• Single Sign-on: Okta
• Single Sign-on: OneLogin
• SCIM Provisioning: OneLogin
• SCIM Provisioning: Okta
• SAML SSO Integration Guide

Date & Time FAQs

• What format do I use to send date and time as a data type into Heap?
• How do I set my time zone, and what does it affect?
• How does daylight savings time affect my data?

Administration FAQs

• Can I rename the main project?
• How can I learn about product updates?
• Can I share Heap dashboards externally?
• When I delete a team member in Heap, what happens to the charts and definitions they created?
• How do I check Heap’s server status?
• How do I update the email address associated with my Heap account?

Integrations

• Databricks Integration Guide
• CommandBar Integration
• Facebook Ads Integration
• WalkMe Integration
• Cordial Integration
• How do I change the join key for my integration?
• Which integrations support using non-email join keys?
• Klaviyo Integration
• Appcues Integration
• Chameleon Integration
• Delighted Integration
• Userflow Integration
• Product Fruits Integration
• Userlist Integration
• AB Tasty Integration
• Flagsmith Integration
• Kameleoon Integration
• LaunchDarkly Integration
• Optimizely X Integration
• Qubit Integration
• Optimizely Full Stack Integration (custom development required)
• Oracle Maxymiser Integration
• Split Integration
• Statsig Integration
• Visual Website Optimizer (VWO) Integration
• FullStory Integration
• Hightouch Integration
• Census Integration
• Fivetran Integration
• Stitch Integration
• Shopify Integration
• Stripe Integration
• Clearbit Integration
• Looker Data Import Integration
• Zapier Integration
• Autopilot Integration
• Braze Integration
• Eloqua Integration
• Iterable Integration
• Marketo Integration
• Hubspot Integration
• Mailchimp Integration
• Mandrill Integration (custom development required)
• Salesforce Marketing Cloud (SFMC) – Data Out
• Salesforce Marketing Cloud (SFMC) – Data In
• SendGrid Integration
• Data Warehouses: Overview
• BigQuery Integration
• Snowflake Integration
• Redshift Integration
• S3 Integration
• Zendesk Integration (custom development required)
• Intercom Integration
• Evergage Integration (custom development required)
• Segment Integration
• Tealium Integration
• Salesforce Integration
• Attribution Integration
• Single Sign-on: AWS
• Single Sign-On: Azure
• Single Sign-on: Google Workspace
• Single Sign-on: Okta
• Jumpcloud Integration
• Single Sign-on: OneLogin
• SCIM Provisioning: OneLogin
• SCIM Provisioning: Okta
• SAML SSO Integration Guide

Integrations FAQs

• How do I change the join key for my integration?
• Which integrations support using non-email join keys?

Popular

• Hubspot Integration
• BigQuery Integration
• Snowflake Integration
• S3 Integration
• Salesforce Integration

A/B Testing & Personalization

• AB Tasty Integration
• Flagsmith Integration
• Kameleoon Integration
• LaunchDarkly Integration
• Optimizely X Integration
• Qubit Integration
• Optimizely Full Stack Integration (custom development required)
• Oracle Maxymiser Integration
• Split Integration
• Statsig Integration
• Visual Website Optimizer (VWO) Integration

Attribution Platform

• Attribution Integration

Commerce Platform

• Shopify Integration

Customer Feedback

• Appcues Integration
• Delighted Integration

CRM

• Hubspot Integration
• Salesforce Integration

Customer Data Platform

• Evergage Integration (custom development required)
• Segment Integration
• Tealium Integration

Customer Success

• Zendesk Integration (custom development required)
• Intercom Integration

Data Enrichment

• Clearbit Integration
• Looker Data Import Integration

Data Warehouses & Data Lake

• Databricks Integration Guide
• Data Warehouses: Overview
• BigQuery Integration
• Snowflake Integration
• Redshift Integration
• S3 Integration

Email Marketing

• Mailchimp Integration
• Mandrill Integration (custom development required)
• Salesforce Marketing Cloud (SFMC) – Data Out
• Salesforce Marketing Cloud (SFMC) – Data In

Marketing Automation

• Cordial Integration
• Klaviyo Integration
• Userlist Integration
• Autopilot Integration
• Braze Integration
• Eloqua Integration
• Iterable Integration
• Marketo Integration
• SendGrid Integration
• Intercom Integration

Other

• Facebook Ads Integration
• Zapier Integration

Payments

• Shopify Integration
• Stripe Integration

Pipelines

• Fivetran Integration
• Stitch Integration

Reverse ETL

• Hightouch Integration
• Census Integration
• Looker Data Import Integration

Session Replay

• FullStory Integration

SSO (Single Sign-On)

• Single Sign-on: AWS
• Single Sign-On: Azure
• Single Sign-on: Google Workspace
• Single Sign-on: Okta
• Jumpcloud Integration
• Single Sign-on: OneLogin
• SCIM Provisioning: OneLogin
• SCIM Provisioning: Okta
• SAML SSO Integration Guide

User Onboarding & Adoption

• CommandBar Integration
• WalkMe Integration
• Appcues Integration
• Chameleon Integration
• Userflow Integration
• Product Fruits Integration
• Intercom Integration

Heap Connect

• What is a join key?
• Why are there duplicate event IDs in the All Events view in my data warehouse?
• What triggers a full sync for tables in S3?
• How do I set up encryption with S3?
• Does an S3 schema change initiate a full sync?
• How often is the schema of each table expected to change?
• What happens after an S3 sync fails?
• How can I tell if an S3 sync is completed for today?
• What is the numeric value appended to each sync folder?
• Why don’t I see initial user properties in Heap Connect?
• How do I get data out of Heap?
• Can I sync to more than one warehouse via Heap Connect?
• What happens when I change the name of a synced event or category name in Heap Connect?
• Where is the session_time column?
• Why are constraints not applied to the tables?
• Why is a given event_id included more than once on the all_events table?
• Can I create tables and views within the Heap schema?
• How do I adjust the sync start time or anchor time?
• How can I improve Redshift query performance?
• Heap Connect: Common Queries
• Heap Connect: Overview & Setup
• Heap Connect: Data Schema
• Heap Connect: Managing Data Syncing
• Heap Connect: Table Relationships and Joining with Other Data
• Heap Connect: Identity Resolution (S3 only)
• Heap Connect: Initial Table Syncs (BigQuery, Redshift, & Snowflake Only)
• Heap Connect: Sync Frequency
• Data Warehouses: Overview
• BigQuery Integration
• Snowflake Integration
• Redshift Integration
• S3 Integration
• Why am I seeing duplicate events or session IDs?

S3 Integration FAQs

• What triggers a full sync for tables in S3?
• How do I set up encryption with S3?
• Does an S3 schema change initiate a full sync?
• How often is the schema of each table expected to change?
• What happens after an S3 sync fails?
• How can I tell if an S3 sync is completed for today?
• What is the numeric value appended to each sync folder?

Popular

• How do I get data out of Heap?
• How can I improve Redshift query performance?
• Heap Connect: Common Queries
• Heap Connect: Overview & Setup
• Heap Connect: Data Schema

Heap Connect Guide

1. Heap Connect: Overview & Setup
2. Heap Connect: Data Schema
3. Heap Connect: Managing Data Syncing
4. Heap Connect: Table Relationships and Joining with Other Data
5. Heap Connect: Identity Resolution (S3 only)
6. Heap Connect: Initial Table Syncs (BigQuery, Redshift, & Snowflake Only)
7. Heap Connect: Sync Frequency

Sample Analysis

• Heap Connect: Common Queries

Data Warehouses

• Data Warehouses: Overview
• BigQuery Integration
• Snowflake Integration
• Redshift Integration
• S3 Integration

Heap Connect: Getting Started FAQs

• What is a join key?
• How do I get data out of Heap?
• Can I sync to more than one warehouse via Heap Connect?
• What happens when I change the name of a synced event or category name in Heap Connect?
• Where is the session_time column?
• Can I create tables and views within the Heap schema?
• How do I adjust the sync start time or anchor time?
• How can I improve Redshift query performance?

Heap Connect: Troubleshooting FAQs

• Why are there duplicate event IDs in the All Events view in my data warehouse?
• Why don’t I see initial user properties in Heap Connect?
• Why are constraints not applied to the tables?
• Why is a given event_id included more than once on the all_events table?
• Why am I seeing duplicate events or session IDs?

Data Privacy

• Can I download Heap’s SOC2 report?
• Can I set up selective PII inclusion instead of redaction (an allowlist)?
• How to limit Heap cookie size
• Capture Controls
• Audit log
• How do I hide sensitive elements within Heap?
• How do I block the collection of IP or geolocation information?
• How do I get Heap to ignore data from certain IP addresses?
• What cookies does Heap set and what are they used for?
• User Deletion with Postman
• How do I delete end-user data in Heap?
• Heap Privacy Features
• How do I delete data from Heap?
• When I delete a team member in Heap, what happens to the charts and definitions they created?
• Heap and Third-party Cookies
• Heap and Safari ITP
• Heap and SameSite cookies
• Preparing Your App For iOS 14

Popular

• Capture Controls
• How do I hide sensitive elements within Heap?
• What cookies does Heap set and what are they used for?
• User Deletion with Postman
• Heap Privacy Features

Privacy Features

• Capture Controls
• Audit log
• Heap Privacy Features

Industry Updates

• Heap and Third-party Cookies
• Heap and Safari ITP
• Heap and SameSite cookies
• Preparing Your App For iOS 14

Data Deletion

• User Deletion with Postman
• How do I delete end-user data in Heap?
• How do I delete data from Heap?

Data Privacy FAQs

• Can I download Heap’s SOC2 report?
• Can I set up selective PII inclusion instead of redaction (an allowlist)?
• How to limit Heap cookie size
• How do I hide sensitive elements within Heap?
• How do I block the collection of IP or geolocation information?
• How do I get Heap to ignore data from certain IP addresses?
• What cookies does Heap set and what are they used for?
• When I delete a team member in Heap, what happens to the charts and definitions they created?

AI CoPilot

• Do I need to agree to the Supplementary AI Terms before I can access AI CoPilot?
• Can you provide a Word version of the Supplementary AI Terms? Can you accept changes to the Supplementary AI Terms?
• Can I opt out of the AI CoPilot Beta if I change my mind?
• Are you planning on charging money for AI CoPilot?
• What is the term of the AI CoPilot Beta? Will the Beta convert automatically to a paid service?
• Has AI CoPilot been developed by Heap or a third party?
• What data is Heap sending to OpenAI? How is this data handled?
• Are you using my data to train OpenAI’s large language models?
• How is AI CoPilot making sure my data is protected?
• Could another Heap customer identify or access our data by asking a question to AI CoPilot?
• Will using AI CoPilot impact my compliance with GDPR?
• Is AI CoPilot using Chat GPT or Chat GPT Enterprise?
• Can I trust the accuracy of AI CoPilot? Is there a way to flag when an incorrect response is provided?
• Who owns the Inputs and Outputs of AI CoPilot?
• Who can access the Input and Output data within Heap?
• What is AI CoPilot?
• Will the Input and Output data of AI CoPilot go into training a general model that can be used by other customers?
• How does AI CoPilot work?

AI CoPilot General FAQs

• What is AI CoPilot?
• How does AI CoPilot work?

AI CoPilot Privacy and Security

• Has AI CoPilot been developed by Heap or a third party?
• What data is Heap sending to OpenAI? How is this data handled?
• Are you using my data to train OpenAI’s large language models?
• How is AI CoPilot making sure my data is protected?
• Could another Heap customer identify or access our data by asking a question to AI CoPilot?
• Will using AI CoPilot impact my compliance with GDPR?
• Is AI CoPilot using Chat GPT or Chat GPT Enterprise?
• Can I trust the accuracy of AI CoPilot? Is there a way to flag when an incorrect response is provided?
• Who owns the Inputs and Outputs of AI CoPilot?
• Who can access the Input and Output data within Heap?
• Will the Input and Output data of AI CoPilot go into training a general model that can be used by other customers?

Participating in the AI CoPilot Beta

• Do I need to agree to the Supplementary AI Terms before I can access AI CoPilot?
• Can you provide a Word version of the Supplementary AI Terms? Can you accept changes to the Supplementary AI Terms?
• Can I opt out of the AI CoPilot Beta if I change my mind?
• Are you planning on charging money for AI CoPilot?
• What is the term of the AI CoPilot Beta? Will the Beta convert automatically to a paid service?

Uncategorized