Overview

Maximize the impact of WalkMe by leveraging Heap’s integration to measure your custom product walkthroughs and in-app messages.

You can use this integration to answer the following types of questions:

• How does interacting with my onboarding flows affect long-term customer retention?
• Do users who engage with in-app education convert better than others?
• Where are bottlenecks in my onboarding flow?

Source Setup (Data In)

Prerequisites

To connect the WalkMe destination, you’ll need the following permissions:

• Admin or Architect privileges in Heap
• Admin privileges in WalkMe

Step 1: Enable the integration from Heap

From within Heap, navigate to Integrations > Directory > WalkMe and click Set Up.

Next, go to your WalkMe account to complete setup.

Step 2: Enable the WalkMe Source

WalkMe uses Webhooks to send data to external systems such as Heap. To enable this integration, your WalkMe user must be an Admin with access to the Insights page in WalkMe.

From within WalkMe, navigate to Insights > Integrations and click Webhooks.

Step 3: Configure Webhook(s) for events that you’d like to send to Heap

On the Webhooks page, click New Webhook and give it a meaningful name. Choose the event you’d like to send to Heap. To further refine data that is sent to Heap, add any desired Conditions.

Next, expand the Advanced properties section to create the event name that will be seen in Heap.

Scroll to the bottom of the Event Properties and click Add Property.

Property Name: HeapEventName (this must be the property name, do not change it)

Property Value: Choose a name that best matches the event. In this example, all records sent to Heap via this Webhook will appear in Heap as the event “Return Users”. 

Note that the WalkMe end user ID (wm.euid) will be mapped to the Heap User Identity value.

Step 4: Configure the Destination information

Enter the following values for the Destination:

• Destination Platform Name: Heap
• Request Type: POST
• Destination URL: this will be provided by Sureshot
• Authorization Type: No Auth
• Headers: Content Type : application/json

Click TEST to test the connection. This will send a test record to your integration (and to Heap).

After you press SAVE, you will see the Webhook configuration listed in your Webhooks Integration page in WalkMe.

Step 5: Repeat this process for events that you’d like to send to Heap

• Advanced properties must always include the HeapEventName property
• Destination settings (Step 4) are the same for every Webhook that you enable, including the URL provided by Sureshot.

Data Examples

Once your Webhook has been saved in WalkMe, it will take a few minutes for the information to populate in Heap.

In the example below, we have a Webhook with HeapEventName defined, as well as two custom properties with static values.

In Heap’s User session view, you can see the event associated with individual users:

Clicking into the event shows the custom properties:

You can also see the event definition for more details, including the custom properties:

You can click on the individual event properties to view their values as well: