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

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/pylon

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/pylon?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 Guide