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Whatfix

UnclassifiedOfficial website

Whatfix is a digital adoption platform (DAP) headquartered in Bangalore, India, with EU and US subsidiaries, that overlays interactive walkthroughs, tooltips, beacons, task lists and in app surveys on enterprise and SaaS web applications. The Whatfix Editor and Player scripts load from whatfix.com and set first party cookies and localStorage on the host application. Data is processed on AWS Mumbai by default, with EU data residency on AWS Frankfurt as a paid enterprise option.

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Overview

What does Whatfix do?

What is Whatfix?

Whatfix is a digital adoption platform (DAP) headquartered in Bangalore, India, with regional subsidiaries in the United States, Germany, the United Kingdom and Australia. Enterprise customers and SaaS vendors install Whatfix on their web application or HRIS, CRM, ERP or HCM system to deliver interactive walkthroughs, tooltips, smart tips, beacons, task lists and in app surveys. Whatfix competes with WalkMe (US/EU), Pendo (US/EU), Userpilot (US), Appcues (US) and Userflow (Denmark).

Cookies and data collected

The Whatfix Editor and Player scripts loaded from cdn.whatfix.com write first party cookies on the host application (wfx_user, wfx_session, wfx_progress) and localStorage entries storing the user identifier, the company identifier, the completed walkthroughs and event queues. The SDK transmits identify and track payloads to api.whatfix.com. Free text survey answers, beacon clicks and walkthrough completion data are stored in the Whatfix backend.

GDPR and ePrivacy implications

The Whatfix cookies and localStorage identifiers are not strictly necessary to deliver the application the customer paid for, so Art. 5(3) ePrivacy requires prior consent in the EU. The behavioural analytics can usually be grounded on B2B legitimate interest with a documented LIA. Free text in app surveys must be designed to avoid collecting special category data.

International data transfers

By default, Whatfix processes EU customer data on AWS Mumbai. EU data residency on AWS Frankfurt is available as an enterprise add on. India is not covered by an EU adequacy decision. The Whatfix DPA incorporates the EU Standard Contractual Clauses (modules 2 and 3) and the UK IDTA, and references compliance with India's Digital Personal Data Protection Act, 2023. A Transfer Impact Assessment should evaluate Indian access laws and the residual risk.

Practical compliance steps

Sign the Whatfix DPA, request EU data residency for EU customers, gate the SDK behind a product analytics toggle, list Whatfix in your privacy notice and Article 30 record, complete a DPIA covering surveys and in app nudges, document the India transfer with SCCs and TIA and ensure customers can object to in app guidance and survey prompts.

Compliance

Whatfix and the GDPR

Whatfix 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
Legitimate interest (Art. 6(1)(f) GDPR) for digital adoption analytics on authenticated B2B users, after a documented Legitimate Interest Assessment. Consent (Art. 6(1)(a) and Art. 5(3) ePrivacy) for the Whatfix cookies and localStorage and for any in app survey collecting free text or sensitive feedback. Contract performance (Art. 6(1)(b)) for guided flows that are needed for the application the customer has paid for.
Risk level
medium
Applicable regulations
GDPR, UK GDPR, ePrivacy Directive 2002/58/EC, India Digital Personal Data Protection Act 2023, US CCPA/CPRA, SOC 2 Type II, ISO/IEC 27001

Impact assessment (DPIA)

A DPIA is recommended when Whatfix is deployed at enterprise scale because it combines behavioural analytics, walkthrough completion tracking, in app surveys and automated nudges across a large user base. The DPIA should cover cookies and localStorage, free text survey responses, the international transfer to India and the right to object to in app guidance.

Sample text for your banner

We use Whatfix (Whatfix Inc., India, with EU subsidiaries) to deliver in app walkthroughs, beacons and surveys and to measure feature adoption. Whatfix sets first party analytics cookies in our application and processes events on AWS Mumbai, with EU data residency on AWS Frankfurt for enterprise customers. International transfers are covered by Standard Contractual Clauses.
Cookies and trackers

What Whatfix sets and contacts

Tracking method
Digital adoption platform (DAP): a JavaScript Editor and Player loaded from whatfix.com / cdn.whatfix.com overlays interactive walkthroughs, tooltips, beacons, smart tips, task lists and in app surveys on top of any web application; sets first party Whatfix session, user and progress cookies on the host application and stores walkthrough completion data and event analytics in the Whatfix backend
Server location
India (Whatfix Inc. main entity in Bangalore, Karnataka, with subsidiaries in the United States, Germany, the United Kingdom and Australia); production hosted on AWS Mumbai (ap south 1) by default, with EU data residency on AWS Frankfurt (eu central 1) available for enterprise customers and a US region for North American clients
Data transferred outside the EU
Whatfix Inc. has its main operations in Bangalore, India, with regional subsidiaries in the US, Germany, the UK and Australia. By default, Whatfix processes data on AWS Mumbai. EU data residency on AWS Frankfurt is available as an enterprise add on. India is not covered by an EU adequacy decision. The Whatfix DPA incorporates the EU Standard Contractual Clauses (modules 2 and 3) and the UK International Data Transfer Addendum, plus references to India's Digital Personal Data Protection Act, 2023.

Cookies set (5)

NameTypeDurationPurpose
wfx_userfirst_party1 yearWhatfix long lived user identifier used to recognise the same SaaS user across visits and to attribute walkthrough completions to the right contact.
wfx_sessionfirst_party30 minutesWhatfix session identifier used to mark which adoption session the current page view belongs to.
wfx_progressfirst_party6 monthsWalkthrough progress cookie used by Whatfix to remember which steps and flows the user has already completed and not show them again.
Whatfix.userIdfirst_partyPersistent (localStorage)localStorage key holding the Whatfix user identifier for the logged in SaaS user used to target in app experiences.
Whatfix.eventQueuefirst_partyPersistent (localStorage)Offline event queue stored in localStorage; flushed to api.whatfix.com when the user is online again.

Third-party domains contacted (4)

  • whatfix.com
  • cdn.whatfix.com
  • api.whatfix.com
  • app.whatfix.com
Questions

Frequently asked questions about Whatfix

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What cookies does Whatfix set?

The Whatfix Editor and Player scripts write first party cookies on the host application: wfx_user (long lived user identifier), wfx_session (session identifier), wfx_progress (walkthrough completion tracker) plus localStorage entries with the user ID, company ID, completed flows and event queues.

Do I need consent to use Whatfix?

Yes for the cookies and localStorage identifiers under Art. 5(3) ePrivacy, even for authenticated B2B users. The behavioural analytics processing can be supported by B2B legitimate interest with a documented LIA. Free text in app surveys should also have a clear consent notice.

What is the legal basis for using Whatfix?

Legitimate interest (Art. 6(1)(f) GDPR) for digital adoption analytics on authenticated B2B users with a documented LIA. Consent (Art. 6(1)(a) and Art. 5(3) ePrivacy) for cookies and localStorage. Contract performance (Art. 6(1)(b)) for guided flows that are directly needed for the application.

Does Whatfix transfer data to third countries?

Yes. By default Whatfix processes EU customer data on AWS Mumbai. EU data residency on AWS Frankfurt is available as an enterprise add on. India is not covered by an EU adequacy decision. Transfers are covered by the EU SCCs, the UK IDTA and references to India's DPDP Act 2023.

Do I need a DPIA for Whatfix?

Yes at enterprise scale. Whatfix involves systematic monitoring, profiling, automated in app nudges and an international transfer to India, which together meet at least two of the Art. 35 GDPR criteria. The DPIA should cover cookies, surveys, nudges and transfers.

How do I implement Whatfix compliantly?

Sign the Whatfix DPA, request EU residency on AWS Frankfurt for EU customers, gate the SDK behind a product analytics toggle, list Whatfix in your privacy notice and Article 30 record, document the India transfer with SCCs and TIA, complete a DPIA covering surveys and in app guidance and ensure customers can opt out of in app guidance.

Are there alternatives to Whatfix?

EU friendly alternatives include Userflow (Denmark), Userlane (Germany), Userpilot (US with EU friendly setup), Appcues (US with DPF), Pendo (US with EU residency), Chameleon (US) and WalkMe (US with EU residency). For very specific enterprise SaaS, Salesforce In App Guidance and Microsoft Viva Insights cover some of the same use cases.

How should I update my cookie and privacy policy for Whatfix?

List the wfx_user, wfx_session and wfx_progress cookies and the Whatfix localStorage in your cookie policy under product analytics. In your privacy notice describe Whatfix as your digital adoption processor, the India and EU processing, the SCCs, the EU residency option and the customer's right to object to in app nudges and to free text surveys.

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