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	birdie_incoming
Team recordings sent	birdie_outgoing
Recording requests sent	birdie_request

Customer recordings received

In your Birdie Intercom integration settings, enable Tag conversations for analytics.

Birdie will apply the birdie_incoming 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

If you have enabled a custom domain, make sure to use your custom domain, for example capture.yourdomain.com/o/ instead of share.birdie.so/o/

Recording requests sent

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.

Workaround: use an Intercom macro

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 birdie_request.

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.