🟣Forethought

Add Birdie Recording Links to your Forethought flows

Step 1 — Decide When to Request a Recording

Before configuring anything, decide when your Forethought flow should request a screen recording.

This depends on your support logic. You can be as creative as you need. A common example: IF Customer reports a bug or technical issue THEN Request a Birdie screen recording

Step 2 — Decide the Wording

You now need to ask customers to record their screen clearly and simply.

Below is a template that performs well. You can adjust it to your tone. Keep it short.

Template:

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

CLICK HERE TO RECORD [Insert Birdie Link]

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

Step 3 — Enable Forethought in Birdie and Get Your Recording Link

Go to Settings => Helpdesk to enable Forethough:

Enable Forethought in your Helpdesk settings to access the Recording Link

Once enabled, Birdie generates your Recording Link.

Use this link in the message you show to customers in your Forethought flow.

Important: Add the Customer Email Variable

To identify who recorded the video, append the customer email variable from Forethought to the Birdie link. This ensures each recording is associated with the correct user.

Example structure: https://your-subdomain.birdie.so/urec/forethought?email=[email protected] with [email protected] being the email variable

(Optionnal) Step 4 — Automatically Post the Video in the Conversation

If you want the video to appear automatically in the Forethought conversation, you can use Birdie’s Webhooks to automatically post the video URL in the appropriate conversation:

Webhook Integration Guide

If you require assistance in constructing an Forethought flow that includes Birdie, or would like us to review a flow you've created, don't hesitate to contact us at [email protected].