Triggers

Adding Birdie to Your Pylon 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.

Here’s how to set it up 👇

1

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.”

2

Add Birdie’s Screen Recording Message

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: [ADD REQUEST LINK HERE]

Once you’re done:

• Go to the “Recording” tab

• Click on Finish

• Click “Copy the link”

• Paste the link here

3

Get Your Birdie Request Link

Go to Birdie → Settings → Integrations to Copy your Request Link.

4

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:

https://your-subdomain.birdie.so/urec/pylon?email=[email protected]&ticket=987654321

This ensures every video recording is automatically associated with the correct user and ticket in your system.