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WalkMe

UnclassifiedOfficial website

WalkMe is a digital adoption platform that adds guided tours, tooltips and in-app help on top of websites and web applications. Companies use it to onboard users and guide them through processes without changing the underlying software. Its script may also record how users interact with these guides for analytics, which can require consent depending on the configuration.

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Overview

What does WalkMe do?

WalkMe, founded in 2011 in Tel Aviv and now headquartered in San Francisco, pioneered the Digital Adoption Platform category. Used by large enterprises to onboard employees on Workday, Salesforce, SAP, ServiceNow and internal applications, it also operates on customer facing websites to guide first time visitors. The platform records every user interaction in detail.

What WalkMe does

WalkMe injects a JavaScript snippet that overlays SmartWalkThrus (step by step tours), ShoutOuts (in app announcements), Launchers, ActionBots, Resources, Surveys and Validation. WalkMe Workstation extends the experience to the desktop. The Insights module records every click, focus, scroll, form input and navigation event, builds funnels, identifies friction points and ranks the most effective tours.

Data and cookies set

WalkMe sets first party cookies including WalkMeUUID (anonymous identifier, two years), WalkMeSession (session) and WalkMeFlow (active flow). The platform collects IP, user agent, screen size, click coordinates, form field metadata, page URL, navigation events and dwell time. The Insights module can pseudonymise user IDs from your application for cross session tracking.

GDPR and ePrivacy implications

On public websites, WalkMe cookies require ePrivacy consent under Art. 5(3). The detailed event recording is similar to session replay and must be carefully scoped, with masking for personal data fields. On internal applications, legitimate interest may apply if employees are informed and the monitoring is proportionate; works councils must be consulted in some jurisdictions (France, Germany).

Data transfers and residency

Default WalkMe data residency is in the US. Enterprise customers can request Frankfurt or Sydney. Transfers to the US rely on the EU US Data Privacy Framework (WalkMe is certified) or on Standard Contractual Clauses with supplementary measures. Engineering access from Tel Aviv is allowed under the Israel adequacy decision.

Practical compliance steps

Request Frankfurt data residency on Enterprise plans. Mask all sensitive form fields with the WalkMe sensitive data protection settings. Limit the event capture to what is required for the use case. Sign the WalkMe DPA. On public websites, block the snippet behind the marketing or statistics consent category. On internal applications, inform employees and consult the works council where required.

Compliance

WalkMe and the GDPR

WalkMe is classified as “Unclassified”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy.

Legal basis
Consent (Art. 6(1)(a) GDPR and Art. 5(3) ePrivacy Directive) for the WalkMe analytics cookies and the behavioural tracking on public websites. Legitimate interest (Art. 6(1)(f)) or contract (Art. 6(1)(b)) may apply on internal employee facing applications where users are informed.
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive, TDDDG, LSSI CE, CCPA/CPRA, EU US Data Privacy Framework, Israel Privacy Protection Law
Cookies and trackers

What WalkMe sets and contacts

Tracking method
Digital adoption platform. WalkMe injects a JavaScript snippet on customer applications and websites to render guided tours, tooltips, surveys, ShoutOuts and onboarding flows. The platform tracks user clicks, form fields, navigation events and dwell time to power Insights analytics.
Server location
WalkMe Inc., headquartered in San Francisco with engineering centres in Tel Aviv, Israel. Customer data is hosted on AWS in the United States (us east 1) by default, with optional regional data centres in Germany (Frankfurt) and Australia (Sydney) on the Enterprise plan.
Data transferred outside the EU
Default WalkMe data centre is in the United States. EU customers can request the Frankfurt data centre on Enterprise plans. Without EU residency, transfers rely on the EU US Data Privacy Framework or on Standard Contractual Clauses with supplementary measures. Israel benefits from a Commission adequacy decision under Art. 45 GDPR.

Cookies set (4)

NameTypeDurationPurpose
WalkMeUUIDfirst_party2 yearsAnonymous WalkMe visitor identifier used to attribute sessions and Insights events to the same user.
WalkMeSessionfirst_partySessionSession identifier used by WalkMe to keep state across pages.
WalkMeFlowfirst_party30 daysStores the WalkMe flow currently in progress for the visitor.
WalkMeTeaserCookiefirst_party30 daysControls the display frequency of WalkMe teasers and ShoutOuts.

Third-party domains contacted (5)

  • walkme.com
  • cdn.walkme.com
  • papi.walkme.com
  • eu-papi.walkme.com
  • walkmeapi.com
Questions

Frequently asked questions about WalkMe

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Which cookies does WalkMe set?

WalkMe sets first party cookies including WalkMeUUID (anonymous identifier, two years), WalkMeSession (session), WalkMeFlow (current flow) and WalkMeTeaserCookie (display control). All require prior consent in the EEA when used on public websites.

Is consent required to use WalkMe?

On public customer facing websites, yes. The cookies and the detailed interaction tracking require prior consent under Art. 5(3) ePrivacy and Art. 6 GDPR. On internal employee facing applications, consent is rarely appropriate; legitimate interest plus information and works council consultation is the usual basis.

What is the legal basis for processing?

Consent (Art. 6(1)(a) GDPR) on public websites. Legitimate interest (Art. 6(1)(f)) or contract (Art. 6(1)(b)) on internal employee facing applications, with documentation of proportionality and transparency. Sensitive workflows require additional safeguards.

Is data transferred to the United States?

By default yes. Enterprise customers can request Frankfurt or Sydney. Transfers rely on the EU US Data Privacy Framework (WalkMe is certified) or on Standard Contractual Clauses with supplementary measures. Engineering access from Israel benefits from the Israel adequacy decision.

Do I need a DPIA for WalkMe?

A DPIA is recommended for large scale deployments, employee monitoring, public facing customer journeys, and sensitive workflows. Document the data centre, the captured interactions, the masking rules, the lawful basis, the transfer mechanism and the retention.

How do I implement WalkMe correctly?

Request Frankfurt data residency. Mask sensitive fields. Limit Insights event capture. Sign the WalkMe DPA. On public sites block the snippet behind a CMP category. On internal apps, inform employees, consult the works council where required and apply purpose limitation.

Which alternatives to WalkMe should I consider?

EU based: Userlane (Germany), Userflow (Denmark), Chameleon (UK). US: Pendo, Appcues, Whatfix, Userpilot, Spekit. Open source: TourGuide JS, Bootstrap Tour. For pure onboarding without analytics: Intro.js.

How do I update the cookie policy when WalkMe changes?

Subscribe to WalkMe trust centre updates. When sub processors, data centres, or captured events change, update your cookie table, privacy notice and records of processing, and bump the consent banner version.

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