Willow Destination

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Destination Info

Willow is a customer support platform for early stage startups. It focuses on getting your whole team (even engineering) to solve issues together with commenting and tagging, shows you everything in one place from customer messages to in-app actions, and it shows your entire customer’s journey in one continuous feed from day one to today.

Willow maintains this destination. For any issues with the destination, contact the Willow Support team.

Getting Started

  1. From the Destinations catalog page in the Segment App, click Add Destination.
  2. Search for Willow in the Destinations Catalog, and select the Willow destination.
  3. Choose which Source should send data to the Willow destination.
  4. Select the team from your Willow workspace.
  5. Go to your team’s settings page and select API Keys, and copy the API key.
  6. Enter the API Key in the Willow destination settings in Segment.

    Supported methods

Willow supports the following methods, as specified in the Segment Spec.


Send Page calls to Willow to see what pages a customer has visited to get more context around their issues. For example:


Segment sends Page calls to Willow as a Viewed Screen.


Send Screen calls to Willow to see what screens a customer has navigated to. For example:

[[SEGAnalytics sharedAnalytics] screen:@"Home"];

Segment sends Screen calls to Willow as a Viewed Page.


Send Identify calls to Willow to add traits to the customer. You can view these in the lifetime view and customer overview. For example:

analytics.identify("userId123", {
  email: "john.doe@example.com",

Segment sends Identify calls to Willow as an identify event.


Send Track calls to Willow to record an event in a customer’s lifetime view. For example:

analytics.track("Login Button Clicked");

Segment sends Track calls to Willow as a track event.


You can send computed traits and audiences generated using Engage to this destination as a user property. To learn more about Engage, schedule a demo.

For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicate membership. For example, when a user first completes an order in the last 30 days, Engage sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it’s been more than 30 days since their last order), Engage sets that value to false.

When you first create an audience, Engage sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.

Real-time to batch destination sync frequency

Real-time audience syncs to Willow may take six or more hours for the initial sync to complete. Upon completion, a sync frequency of two to three hours is expected.


Segment lets you change these destination settings from the Segment app without having to touch any code.

Setting Description
string. You can find your team’s API key in the Team Settings section under “API Keys”

This page was last modified: 21 Apr 2022

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