> WalkMe adds guided tours and in-app help to websites and web apps: what its script does, the cookies and usage data involved and GDPR consent. > > Canonical: https://www.flowconsent.com/en/services/customer-support/walkme Customer support # WalkMe Unclassified · [Official website](https://www.walkme.com) 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. [Block WalkMe until consent](https://app.flowconsent.com/auth/sign-up?utm_source=flowconsent.com\&utm_medium=referral\&utm_campaign=customer_support) · [Scan my site](https://www.flowconsent.com/en/scan) At a glance - Category [Customer support](https://www.flowconsent.com/en/services/customer-support) - Consent Unclassified - Prior consent Required - Documented cookies 4 - Third-party domains 5 - Servers 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. 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) | Name | Type | Duration | Purpose | | ------------------ | ------------ | -------- | ---------------------------------------------------------------------------------------------------- | | WalkMeUUID | first\_party | 2 years | Anonymous WalkMe visitor identifier used to attribute sessions and Insights events to the same user. | | WalkMeSession | first\_party | Session | Session identifier used by WalkMe to keep state across pages. | | WalkMeFlow | first\_party | 30 days | Stores the WalkMe flow currently in progress for the visitor. | | WalkMeTeaserCookie | first\_party | 30 days | Controls 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 Can't find your question? Write to us, we answer fast. [Write to us](https://www.flowconsent.com/en/demo) ### 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. Same category ## More services: Customer support [See the whole category](https://www.flowconsent.com/en/services/customer-support) ### [HelpOnClick](https://www.flowconsent.com/en/services/customer-support/helponclick) [HelpOnClick is a web technology service that provides essential functionality for websites and digital platforms. It delivers core capabilities that support site operations, content delivery, and user experience optimization. HelpOnClick integrates seamlessly with modern web architectures, ensuring reliable performance and compatibility across browsers and devices. Trusted by businesses worldwide, HelpOnClick helps organizations maintain robust websites that meet user expectations and technical requirements.](https://www.flowconsent.com/en/services/customer-support/helponclick) [Preferences](https://www.flowconsent.com/en/services/customer-support/helponclick) · ### [Instabot](https://www.flowconsent.com/en/services/customer-support/instabot) [Instabot is a user preference and personalization service that helps websites deliver customized experiences based on individual visitor settings and choices. It manages preferences for content display, communication channels, and interaction styles. Instabot integrates with website platforms to remember and apply user choices consistently across sessions. With privacy-compliant preference storage, Instabot enhances satisfaction by ensuring tailored browsing experiences for every visitor.](https://www.flowconsent.com/en/services/customer-support/instabot) [Preferences](https://www.flowconsent.com/en/services/customer-support/instabot) · ### [Interakt](https://www.flowconsent.com/en/services/customer-support/interakt) [Interakt offers a scalable e-commerce solution designed to help merchants sell products and services online. Its feature set includes customizable storefronts, multi-currency support, automated tax calculations, and advanced shipping options. Interakt integrates with leading payment gateways, marketing platforms, and fulfillment services. Built-in analytics and reporting tools help merchants track performance, optimize conversions, and make data-driven business decisions for sustainable growth.](https://www.flowconsent.com/en/services/customer-support/interakt) [Preferences](https://www.flowconsent.com/en/services/customer-support/interakt) · ### [Hesk](https://www.flowconsent.com/en/services/customer-support/hesk) [Hesk is a marketing platform that equips businesses with tools to amplify their digital presence and drive customer acquisition. It supports audience segmentation, campaign automation, and cross-channel engagement. Hesk provides real-time analytics and reporting dashboards for performance measurement and strategy optimization. By combining data intelligence with marketing execution, Hesk helps deliver the right message to the right audience at the right time.](https://www.flowconsent.com/en/services/customer-support/hesk) [Marketing](https://www.flowconsent.com/en/services/customer-support/hesk) · ### [Punchpass](https://www.flowconsent.com/en/services/customer-support/punchpass) [Punchpass is a web technology service that provides essential functionality for websites and digital platforms. It delivers core capabilities that support site operations, content delivery, and user experience optimization. Punchpass integrates seamlessly with modern web architectures, ensuring reliable performance and compatibility across browsers and devices. Trusted by businesses worldwide, Punchpass helps organizations maintain robust websites that meet user expectations and technical requirements.](https://www.flowconsent.com/en/services/customer-support/punchpass) [Customer support](https://www.flowconsent.com/en/services/customer-support/punchpass) · ### [ScapBot](https://www.flowconsent.com/en/services/customer-support/scapbot) [ScapBot is a digital analytics solution that helps businesses measure and understand their online performance through comprehensive data collection and analysis. It provides visitor tracking, behavioral insights, and conversion metrics across websites and applications. ScapBot supports custom event tracking, audience segmentation, and automated reporting. With intuitive dashboards and visualization tools, ScapBot enables informed decisions that improve experience and drive results.](https://www.flowconsent.com/en/services/customer-support/scapbot) [Analytics](https://www.flowconsent.com/en/services/customer-support/scapbot) ## Make your site compliant today. Free up to 25,000 sessions a month. No credit card, no commitment. [Create my banner](https://app.flowconsent.com/auth/sign-up?utm_source=flowconsent.com\&utm_medium=referral\&utm_campaign=general) · [Scan my site](https://www.flowconsent.com/en/scan)