FIN

Add Birdie to your custom answers in FIN

You can get really creative when integrating Birdie into your support flow with FIN.

But one common, minimal-yet-powerful setup is this:

🧩 Offer users a simple way to record their screen when they face an issue, bug, or error — so when the conversation gets handed off to a human agent, agents already have the context they need: a screen recording, console logs, network activity, repro steps...

This helps agents resolve issues faster and makes escalations to engineers much smoother.

Here is what it looks like in action:

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Video Tutorial

Here is the complete walkthrough:

🧪 Step 1 — Craft the Wording FIN Will Use

At this step, you don’t need to add anything to FIN yet. You’ll do that in Step 3. Right now, the goal is simply to decide what FIN should say when it suggests using Birdie

Before training FIN, start by deciding exactly what you want FIN to say when offering a screen recording option.

Why? Because without fixed wording, FIN might hallucinate and generate different messages each time — diluting the user experience.

We recommend writing a short, clear, consistent sentence that FIN will reuse every time it suggests using Birdie. Here’s a proven wording that works great (feel free to update it):

We recommend taking a screen recording to help us see the issue from your perspective, enabling a quicker and more accurate answer:

Click on this link to record your screen: [Add Birdie Request Link Here]

Pro tip: For best results, enable audio and talk us through the steps leading to your issue while recording

Once you’re done:

1. Go to the “Recording” tab

2. Click on Finish

3. Click “Copy the link”

4. Paste the link here

🔗 To get your Birdie link, go to your Birdie Settings > Helpdesk, copy Your Birdie link to paste in Fin, and paste it in place of [Add Birdie Request Link Here] above

You’ll re-use this wording across all training examples (see Step 3). Consistency is key.

🔁 Step 2 — Define When FIN Should Trigger Birdie

At this step, you don’t need to add anything to FIN yet. You’ll do that in Step 3. Right now, the goal is just to define the kinds of messages that should trigger a Birdie prompt.

Now that you’ve crafted the message FIN will use (see Step 0), the next step is to decide when you want FIN to suggest a screen recording.

While FIN is designed to understand natural language, its performance improves significantly when you guide it with specific examples.

You can start with a base list of common issue-related phrases and gradually enriching it with real examples from your support conversations.

These are broad expressions users often type when something isn’t working that you can use:

• I'm facing an issue

• It doesn't work

• There is a bug

• I face a problem

• Something’s broken

• I'm seeing an error

• This page won’t load

• It crashes when I try to use it

• I'm stuck

• It's not doing what it’s supposed to

• Nothing happens when I click

• I keep getting a weird message

• This feature isn’t working properly

• I think there’s a glitch

Then Add More Specific Sentences:

You can use ChatGPT to generate phrasing based on your product, past support chats, or bug patterns. Just describe the kinds of issues users face, and ask for variations of how they might report them.

Add extra ones to help FIN better detect trickier edge cases and more nuanced issues:

• I keep getting an error message

• I'm experiencing strange visual glitches on the platform

• The app is behaving unexpectedly, and it's hard to explain

• I followed all the troubleshooting steps, but the issue is still there

• The website layout looks broken on my screen

• When I click on a button, nothing happens, or something different from expected occurs

• I can't seem to replicate the issue consistently

• The workflow process seems broken; I can't move to the next step

• The software crashes when I perform a specific action

• I'm having difficulty with a multi-step process, and I don't know where it's going wrong

• The custom integration doesn't seem to work

• The product hangs or freezes at certain points

• Certain elements on the screen are not displaying as they should

• B — Create a Snippet

• I'm not receiving any error messages, but it's still not working correctly.

• When I scroll down the page, some elements overlap or disappear

• There's an issue with the search functionality; it's not showing the results I expect

• I'm facing an issue with the login process; it's not what I usually experience

• I'm seeing different behaviors between different browsers/operating systems

• I can't customize settings or preferences; the changes don't save

• Certain clickable elements or hyperlinks are unresponsive

• I'm experiencing inconsistent behavior

• It's not working as expected.

🧠 Step 3 — Train FIN with Sample Phrases

There doesn’t appear to be a strict order of importance between the different training methods below. Some teams rely more on one than the others, but we recommend using all of them together for best results.

You can train FIN in multiple ways — and we recommend combining all of them for best results.

A — Create a Context Guidance

1

On FIN, go to Train > Guidance, and create a new context guidance using this template:

If [Describe your use case with natural language], then request a screen recording using Birdie link: [Add Birdie Request Link Here] The phrases below are common ways customers express that something is going wrong. These are just examples to help you recognize when to suggest a screen recording — you don’t need to match them exactly: [Add When FIN should trigger Birdie - See step 2 ] Always display this exact message to the customer : [Add the Wording FIN will use ]

Here is an example of how it should looks like:

2

Make sure to append the customer email to the Birdie Request Link by selecting the email property. This will ensure each recording is associated with the correct customer email. For instance https://your-subdomain.birdie.so/urec/intercom?email=[e-mail] with [e-mail] being the email property

B — Create a Custom Answer

1

In FIN, go to Train > Custom Answers and click “New Answer.”

2

In Step 2 of Custom Answers, enter the types of questions your customers commonly ask when experiencing issues or bugs — these are the phrases you defined on Step 2 above

3

In Step 3 of Custom Answers, paste the wording you prepared in Step 1 above — the message FIN should send when offering a screen recording.

💡 No need to include instructions to copy/paste the video link — the Birdie app handles that automatically.

4

Still in Step 3, click “+ Add Step”, search for “Send an app”, and select Birdie.

C — Create a Snippet

1

In FIN, go to Train > Content and click “Create a Snippet” using this template:

If [Describe your use case with natural language], then request a screen recording using Birdie link: [Add Birdie Request Link Here] The phrases below are common ways customers express that something is going wrong. These are just examples to help you recognize when to suggest a screen recording — you don’t need to match them exactly: [Add When FIN should trigger Birdie - See step 2 ] Always display this exact message to the customer : [Add the Wording FIN will use ]

Here is an example of how it should looks like:

D — Check Unresolved Questions

Head to your Unresolved Questions in Intercom and review the messages where FIN didn’t respond confidently.

This is a great way to spot real user messages where FIN wasn’t sure what to do — and where suggesting a Birdie recording could actually make things easier for both sides.

Let’s say one of your unresolved questions is something like:

“I’m trying to set up a workflow but it’s not doing what I expect.”

Instead of back-and-forth guessing, you can train FIN to say something like:

“To help us understand your setup better, would you mind showing us what you’re trying to do with a quick screen recording? It’ll help us support you faster.” [Birdie Request Link]

You can also turn these missed questions into new Snippets, Custom Answers, or trigger phrases for Birdie.

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Each of these four methods captures a different slice of real conversations. Use them together to ensure you’re covering both:

• The obvious “I have a bug” moments

• The harder-to-spot “Something feels off” cases