Overview

Appcues can be used to create in-product experiences such as product walkthroughs, surveys, announcements, and checklists to drive product engagement and activation. Heap has a bi-directional integration with Appcues that allows you to both measure the outcome of Appcues flows in Heap and activate Heap segments in Appcues for personalized targeting based on behavioral data.

There are two integrations between Heap and Appcues:

Integration Direction	Benefits	Setup
Source: Appcues data into Heap	Understand how Appcues flows performed and measure the resulting actions	Set up the integration from the Appcues UI.
Destination: Heap segments into Appcues	Personalize Appcues flow targeting based on past user behaviors	Reach out to your Account Manager or support@heap.io to enable a trial. Then, set up the integration from the Heap UI.

Source

The Appcues source automatically sends all Appcues tour events as events in Heap to make it easy to analyze the effectiveness of your walkthroughs.

With Heap’s Appcues source, you’ll be able to:

• Understand what drives feature engagement and customer retention.
• Find bottlenecks in sign up and onboarding flows.
• Attribute conversion and identify the best performing marketing channels.

Setup

To set up the Heap Appcues source, all you need to do is select Heap in the Appcues integration page and click Activate.

Data Format

Once enabled, Heap will automatically capture all Appcues flow events:

• Flow Started: Fired when the first step of a flow is started or displayed on the page. If this event is fired, then the Flow Aborted and Flow Error events should not be fired. This should be fired before the Step Started event.
• Flow Completed: Fired when the user completes the last step of the flow. This should be fired after the Step Completed event.
• Flow Skipped: Fired when the user chooses to skip a flow. This should fire after the Step Skipped event is fired for the corresponding step.
• Flow Aborted: Fired when there is a “fatal” error that prevents starting or completing a flow. If this event is fired before the first step is started, then Flow Started should not be fired. This should be fired after the Flow Error event.
• Step Started: Fired when the step-group is run or displayed on the page. If this event is fired, then the Step Aborted and Step Error events should not be fired. This should be fired before Step Child Activated or Step Child Recovered events are fired.
• Step Completed: Fired when the user completes a step-group. For modals and tooltips, this means closing the content with the “complete button”. For hotspots, this means clicking on the last hotspot. This should be fired before the Flow Completed event.
• Step Skipped: Fired when the user chooses to skip a step-group or flow. This should be fired before the Flow Skipped event.
• Step Aborted: Fired when there is a “fatal” error that prevents starting or completing a step-group. If this event is fired before we show the step-group, then Step Started should not be fired. This should be fired before the Flow Aborted event.
• Step Interacted: Fired when a user interacts with a step-group in some way.  Currently we track when a user does any of the following: clicks a link in a flow, clicks a button (built-in or custom) in a flow, submits a form in a flow, clicks on a hotspot to expand it.
• Form Submitted: Fired when a user submits a form in a modal. This should be fired before the Step Child Deactivated event it may trigger and before the Form Field Submitted event(s) that it will trigger.
• Form Field Submitted: Fired for each field in a form that a user submits in a modal. This should be fired after the Form Submitted event.
• NPS Survey Started: Fired when a user has seen the NPS survey.
• NPS Score Submitted: Fired when a user has submitted an NPS score.
• NPS Feedback Submitted: Fired when a user has submitted NPS feedback after selecting an NPS score.
• NPS Ask Me Later Selected: Fired when a user selects the “Ask Me Later” button.
• NPS Update Score Selected: Fired when a user that has already submitted an NPS score selected the “Update Score” option and potentially changed their NPS score.

For a full list of events and properties that Appcues sends to Heap, check out the Appcues event reference guide.

Please refer to Appcues’s documentation for more information on the Heap Appcues source.

Event Schema

The events will have the following event properties when provided by Appcues.

Event	Property
Flow Started Flow Completed Flow Skipped Flow Aborted	Flow ID Flow Name Flow Version Timestamp
Step Started Step Completed Step Skipped Step Aborted	Flow ID Flow Name Flow Version Timestamp Step ID Step Type
Step Interacted	Flow ID Flow Name Flow Version Timestamp Step Child ID Step Child Number Step Type
Form Submitted	Flow ID Flow Name Flow Version Timestamp Step ID Step Type Interaction Type Form ID
Form Field Submitted	Flow ID Flow Name Flow Version Timestamp Step ID Step Type Interaction Type Category Form ID Field ID Label Value
NPS Survey Started NPS Ask Me Later Selected	Timestamp Page Title Page URL
NPS Score Submitted NPS Update Score Selected	Timestamp Page Title Page URL NPS Score
NPS Feedback Submitted	Timestamp Page Title Page URL NPS Feedback

All Event Properties

• Flow ID: The ID of the flow
• Flow Name: The human-readable title of the flow
• Flow Version: Indicates a particular version of the flow (currently the same as the updated at timestamp)
• Timestamp: Timestamp when the event occurs
• Step ID: The ID of the step-group
• Step Type: The type of pattern of this step-group (hotspot-group, modal, etc)
• Interaction Type: How the user interacted with the step-group (click, hover, submit, etc)
• Interaction: An object representing information about the user’s interaction
• Category: Category of the thing upon which the interactionType was performed
• Destination: Where the user is directed (for clicks on links or buttons)
• Form ID: The ID of the form object that was submitted
• Response: List of response objects
• Field ID: The ID of a specific field in a form
• Label: The label describing the form field
• Value: The value the user entered in the form field
• Page Title: The title of the page the user was on when the event was completed
• Page URL: The url of the page the user was on when the event was completed
• NPS Score: The score that the user selected
• NPS Feedback: The qualitative feedback the user provided

Destination

The Appcues destination can be used to create and send Heap segments to Appcues to personalize flow targeting based on users’ past behaviors. If you’re interested, please reach out to your Account Manager or support@heap.io to enable a trial.

Setup

After the integration is enabled, you’ll need to enter the following setup information in the Connect UI:

• Appcues Account ID, which can be found in Settings > Account > Account ID in the Appcues UI.
• Appcues API key, which can be found in Settings > Account > API key in the Appcues UI.
• Identity Property, which is the user property in Heap that contains the same value as identities in Appcues (see Requirements: Shared Identity & Appcues Installation above for more information)

After this one-time setup, you should be able to navigate to your Heap segments and sync segments to Appcues.

When completing this setup, please note the following:

• You must select as the Identity Property whichever Heap user property corresponds to Appcues identities. The values of the property selected in Heap must match the values of Appcues identities. Otherwise, segments of users from Heap will not be recognizable in Appcues for targeting.
• You must be an Admin in Heap to sync data to Appcues.

Segment Sync

Step 1: You can sync any public segment from Heap to Appcues in the Segments view. Once segments are synced, the last sync timestamp will be displayed in the segment’s Appcues section. Simply navigate to the segment in Heap via Define > Segments, then click the toggle next to Appcues.

Once you click the toggle, you’ll have the option to do a one-time immediate sync, or schedule a recurring sync. If you choose recurring, the segment will be updated hourly. Note that you can only schedule a maximum of ten recurring syncs at a time.

Step 2: The segment will be synced to Appcues as an Appcues custom property with the name “[Heap] ”. You can view the properties in the Appcues settings page.

Step 3: To target users in the segment, you can create an Appcues segment with a rule that filters for the value “true” on the custom property.

Event Sync to Appcues

The above setup only lets you send segments to Appcues. If you want to track events in Heap and forward them to Appcues, there is a workaround using our snapshots feature. You can create a “snapshot” on any defined event in Heap and use that snapshot to trigger a “track event” action into Appcues.

Step 1: Define an event in Heap and add a new snapshot property on the event from the events view.

Step 2: Set the property value to Appcues.track(“event name”); where event name can be replaced with any event name you want to show up in Appcues for this event.

Step 3: Test performing that event on your site and see if the event appears in Appcues.

Frequently Asked Questions

What happens when I change the name of the segment in Heap? 

We will continue syncing the segment to Appcues using the original segment name from first sync to Appcues. This name is shown in the Heap segment UI next to the sync toggle. If you want to update the name in Appcues, you can change the display name in the Appcues UI under Settings > Events and Properties > Custom properties > Display Name column.