Analytics
Tracking Recordings & Requests Inside Salesforce
If you want to track or report on Birdie usage inside Salesforce, the Birdie Links object (API name Birdie_Recording__c) gives you a record for every Birdie screen-recording link or recording-request link used in a Case.
Whenever a Birdie link appears in:
a Case Feed post
a Case Comment (public or private)
an EmailMessage
a Case field (e.g., Description)
a form submission synced into Salesforce
…Birdie automatically creates a Birdie Link record to capture that usage.
This gives admins and managers a simple, reliable way to build metrics, dashboards, and adoption reports.
Object Summary
Label
Birdie Link
API Name
Birdie_Recording__c
Purpose
Track each Birdie URL usage inside Salesforce
Created By
Birdie managed package
UI Location
Birdie Links tab (added by the package)
What URLs Are Detected?
Birdie automatically detects:
Outgoing Birdie recordings (agent → customer)
Incoming Birdie recordings (customer → agent)
Birdie recording request links
Direction is computed automatically from these patterns.
Key Fields
Link URL
LinkUrl__c
Text
The actual Birdie link detected (replaces the deprecated RecordingUrl__c field).
Direction
Way__c
Text
One of: incoming, outgoing, request, based on URL pattern.
Source
Source__c
Text
Where the link was found (FeedItem, EmailMessage, CaseField, CaseCommentPublic, CaseCommentPrivate).
Case
Case__c
Lookup(Case)
Case associated with the usage (when applicable).
Last Used At
LastUsedAt__c
Date/Time
Timestamp of the detection.
How Birdie Creates These Records
Birdie includes four managed triggers:
FeedItem Trigger
Case feed posts
After insert
EmailMessage Trigger
Emails on a Case
After insert
CaseComment Trigger
Public or private comments
After insert
Case Trigger
Any text field on Case
After insert and after update
What happens when a link is detected?
Salesforce extracts all Birdie URLs from the text.
For each link, it creates a new Birdie Link record.
It assigns the correct Direction and Source.
It links the record to the Case (when appropriate).
It stores the detection time.
Everything is 100% automated. Admins do not need Flows, Processes, or custom triggers.
Notes for Salesforce Developers
API Names
Birdie Link
Birdie_Recording__c
Direction
Way__c
Link URL
LinkUrl__c
Source
Source__c
Case
Case__c
Note on API names:
This document shows field API names without the managed package namespace for readability (for example LinkUrl__c).
In Apex, SOQL, and formulas, these are prefixed with the Birdie namespace sfbirdiecx__, e.g. sfbirdiecx__LinkUrl__c on sfbirdiecx__Birdie_Recording__c.
Note about Direction and Source values
Way_cc (Direction) is always one of:
incomingoutgoingrequest
Source__c (Source) is always one of:
FeedItemEmailMessageCaseCommentPublicCaseCommentPrivateCaseField
Example SOQL
Automatic Feed Item Creation (Optional)
In some Salesforce orgs, creating a Birdie Link record may automatically generate a new Case Feed item in the Case's activity feed. This behavior depends entirely on your org’s Feed Tracking settings and is not controlled by Birdie.
If you prefer not to show these automatic feed entries:
Go to Setup → Feed Tracking
Select Case
Scroll to “Select Fields to Track”
Uncheck “All Related Objects”
Click Save
After disabling this option, Birdie Link creation will no longer produce new Case feed posts.
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