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Ada Handoff

Add Birdie to your Ada conversations

To add Birdie into your Ada Handoffs, follow these steps.

Installation

Go to Settings => Helpdesk to enable Ada. Once enabled, you'll get access to the informations you will need in order to wire Birdie Recordings into the bot conversations.

1. Extract the current Conversation ID

That's something you can do early in your Handoff, the idea is to save it into a custom variable, as it will be used to run Birdie:

1

Add a new Request Block

Drag and Drop a new REQUEST block in the flow.

2

URL Field

Let the default GET method on the right. In the Request Block URL field, use https://<your-ada-subdomain>.ada.support/api/conversations/recent/chat/ <chatter_token> Replace <your-ada-subdomain> by your current subdomain (you can find it in the url of any of your Ada pages). And replace <chatter_token> by the red chatter_token placeholder proposed by Ada as illustrated in this screenshot:

3

Headers

Add a Header field, name it Session-Auth and pull the red chatter_session_token placeholder into the value (see screenshot above).

4

Save the result as variable

Create a new variable named conversation_id and paste exactly this text in the Data Key field: conversations[0]._id (see screenshot above).

2. Ask the user for his email (optional)

If you want to add the user email to your recordings, add a step to save the user email into a variable, in our example we will name it end_user_email

3. Request a Screen Recording from the user

When you decide to ask the user to make a Screen Recording, use this:

1

Add a Link Message Block

Drag and Drop a Link Message Block in your flow.

2

Paste your Birdie workspace Template in the URL

When you enabled Ada in your Birdie Workspace a few fieds are ready to copy and paste in Ada, here you must use the first link: copy it, and paste into the Ada's URL block.

Your link will look like: https://your-birdie-domain.birdie.so/recorder?ada=<conversation_id>&email=<customer_email>&tag=<tag>

Replace <conversation_id> with the conversation_id variable we retrieved at step 1. Replace <customer_email> with the end_user_email variable if you stored it here. And optionally you can also add a tag value of your choice (you can remove this parameter if not relevant).

4. Retrieve the recording

Right after sending the request link, you must ask the user to confirm if the recording is finished, then fetch Birdie for the recording link.

1

Add a List Option Block

As illustrated in this screenshot, present a list of options - in this example we just present one option "Ok I finished the recording" and save the user's answer into a variable, here we saved it into recording_response_result

2

Add a Request Block

Drag and Drop a Request Block, and fill-in the URL and 2 Headers wiht the informations you will get in your Birdie Workspace as illustrated in this screenshot:

For the URL make sure to replace <conversation_id> by your Ada variable conversation_id

Make sure you save the Response as a variable, we named it recording_link, and as Data Key just paste this value: recording_link

3

Add a Link Message Block

As illustrated, drag and drop a new Link Message block, containing as URL: recording_link and the Link Text of your choice - we chose to display "New recording available".

Make sure to check "Open in New Tab" option to avoid the user losing the current conversation.

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