Human Request via Macro

Birdie makes it easy to request screen recordings from customers in Pylon using Macros. Here’s how to set it up in just a few clicks:

1 – Create a Macro in Pylon

Go to your Pylon macros settings and create a new macro.

2 – Add the Message

Here’s a message that works really well (feel free to tweak the tone to fit your brand):

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

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

Go to your Birdie settings and copy your Birdie Request Link, then paste it into the macro. It should look something like this:

https://your-subdomain.birdie.so/urec/your-helpdesk

Next, append the email and/or ticket number to the link. This ensures each recording is associated with the correct customer and ticket: https://your-subdomain.birdie.so/urec/your-helpdesk?email={{issue.requester.email}}&ticket={{issue.id}}

4 Automatically Post the Video in the Ticket (Optional)

Once a recording is submitted, you can use Birdie’s Webhooks to automatically post the video URL in the appropriate ticket or conversation:

Webhook Integration GuideThis guide explains how to securely and reliably receive Birdie screen recording webhooks in your backend.

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