> For the complete documentation index, see [llms.txt](https://docs.birdie.so/birdie-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.birdie.so/birdie-docs/helpdesk/fin-fka-intercom/analytics.md).

# Analytics

How to Track Birdie ROI in Intercom

The goal of this setup is to identify the Intercom conversations where Birdie was used. You can then compare conversations with and without Birdie to measure its impact on key support metrics, such as escalation rate, resolution rate, CSAT, and the number of back-and-forth messages required to resolve an issue

The setup tracks three types of Birdie usage:

| What you want to track       | Tag                                                  |
| ---------------------------- | ---------------------------------------------------- |
| Customer recordings received | <mark style="color:violet;">`birdie_incoming`</mark> |
| Team recordings sent         | <mark style="color:violet;">`birdie_outgoing`</mark> |
| Recording requests sent      | <mark style="color:violet;">`birdie_request`</mark>  |

### Customer recordings received

In your Birdie Intercom integration settings, enable [**Tag conversations for analytics**](https://app.birdie.so/settings/integrations#intercom).

Birdie will apply the <mark style="color:violet;">`birdie_incoming`</mark> tag whenever a customer completes a recording and Birdie posts it in the conversation.

### Team recordings sent

Create an Intercom Workflow with the following configuration:

1. **Trigger:** Teammate sends any message
2. **Condition:** Message content contains `share.birdie.so/o/`
3. **Action:** Tag conversation with `birdie_outgoing`

{% hint style="warning" %}
If you have enabled a [custom domain](/birdie-docs/request-screen-recordings/installation/custom-domain-setup.md), make sure to use your custom domain, for example `capture.yourdomain.com/o/`  instead of `share.birdie.so/o/`
{% endhint %}

### Recording requests sent

{% hint style="info" %}
Birdie knows when a recording request is generated and added to the Intercom composer. However, Intercom does not notify Birdie when the message is actually sent. Applying a tag when the request is generated could therefore count requests that were removed from the composer or never sent. For this reason, Birdie does not tag recording requests automatically.
{% endhint %}

<details>

<summary>Workaround: use an Intercom macro</summary>

Create a macro called **Request a Birdie recording** with:

* Your usual message asking the customer for a recording.
* The action **Add tag to conversation** with the tag <mark style="color:violet;">`birdie_request`</mark>.

> **Important:** Requests sent without the macro will not be tagged. Your request and customer uptake metrics are therefore accurate **only if** the macro is used consistently.

</details>