# Triggers

Several support teams use **Birdie** in their **Pylon triggers** to give customers a helpful alternative when **Pylon AI can’t automatically resolve a request**.\
This setup ensures that:

* Customers can easily record their screen to show the issue in detail.
* Agents get full visibility into what’s happening at the moment the ticket is handed off to a human.

<figure><img src="https://3843507234-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FECPgvsGwy5oMz4WIZw3a%2Fuploads%2FhPUxDvhdIOZbspHTJ2mM%2FScreenshot%202025-10-13%20at%2015.14.30.png?alt=media&#x26;token=9251b692-84f7-46c0-9124-4762084229b2" alt=""><figcaption></figcaption></figure>

Here’s how to set it up 👇

{% stepper %}
{% step %}

#### Create a Trigger in Pylon

Open **Pylon** and go to **Settings → Triggers**.

Choose the condition that defines **when** the message should be sent (for example, when Pylon cannot find an answer).

Under the **THEN** section, select **“Send a message.”**
{% endstep %}

{% step %}

#### Add Birdie’s Screen Recording Message

*<mark style="color:blue;">We recommend taking a screen recording to help us see the issue from your perspective, enabling a quicker and more accurate answer:</mark>*\
\ <mark style="color:blue;">Click here to record:</mark> <mark style="color:purple;">\[ADD REQUEST LINK HERE]</mark>

*<mark style="color:blue;">Once you’re done:</mark>*

* *<mark style="color:blue;">Go to the “Recording” tab</mark>*
* *<mark style="color:blue;">Click on Finish</mark>*
* *<mark style="color:blue;">Click “Copy the link”</mark>*
* *<mark style="color:blue;">Paste the link here</mark>*
  {% endstep %}

{% step %}

#### **Get Your Birdie Request Link**

Go to **Birdie → Settings → Integrations** to Copy your **Request Link**.
{% endstep %}

{% step %}

#### Add variables to the Request Link

To ensure each recording is correctly linked to the customer and their ticket, append the **email** and **ticket number** parameters to the URL like this:

<mark style="color:purple;">`https://your-subdomain.birdie.so/urec/pylon`</mark><mark style="color:blue;">`?email=`</mark><mark style="color:green;">`name@company.com`</mark><mark style="color:blue;">`&ticket=`</mark><mark style="color:green;">`987654321`</mark>\ <br>

This ensures every video recording is automatically associated with the correct user and ticket in your system.
{% endstep %}
{% endstepper %}