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:
Go to the “Recording” tab
Click on Finish
Click “Copy the link”
Paste the link here

3 – Insert the Birdie Request Link
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.Last updated