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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

Property
Value

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

Label
Type
Description

Link URL

Text

The actual Birdie link detected (replaces the deprecated RecordingUrl__c field).

Direction

Text

One of: incoming, outgoing, request, based on URL pattern.

Source

Text

Where the link was found (FeedItem, EmailMessage, CaseField, CaseCommentPublic, CaseCommentPrivate).

Case

Lookup(Case)

Case associated with the usage (when applicable).

Last Used At

Date/Time

Timestamp of the detection.

First Viewed At

Date/Time

Timestamp of the first time the video has been played across both authenticated and anonymous viewers.

Last Viewed At

Date/Time

Timestamp of the last time the video has been played across both authenticated and anonymous viewers.

Birdie Auth View Count *

Number

Number of times an authenticated Birdie user (i.e. an Agent) played the video.

First Birdie Auth Viewed At *

Date/Time

First datetime an Agent viewed the video.

Last Birdie Auth Viewed At *

Date/Time

Last datetime an Agent viewed the video.

Anonymous View Count **

Number

Number of times an un authenticated user (i.e. a customer) played the video.

First Anonymous Viewed At **

Date/Time

First datetime a customer viewed the video.

Last Anonymous Viewed At **

Date/Time

Last datetime a customer viewed the video.

Meaning of Birdie Auth <vs> Anonymous * Birdie Auth means an authenticated Birdie user (i.e. an Agent) who opened the video in his Birdie authenticated workspace. ** Anonymous means a user that was not authenticated in a Birdie workspace (applies only for videos that are publicly shared).

How Birdie Creates These Records

Birdie includes four managed triggers:

Trigger
Detects Links In
When It Fires

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?

  1. Salesforce extracts all Birdie URLs from the text.

  2. For each link, it creates a new Birdie Link record.

  3. It assigns the correct Direction and Source.

  4. It links the record to the Case (when appropriate).

  5. It stores the detection time.

Everything is 100% automated. Admins do not need Flows, Processes, or custom triggers.

8 fields maintained by Birdie and may change over time

  • First Viewed At,

  • Last Viewed At,

  • Birdie Auth View Count,

  • First Birdie Auth Viewed At,

  • Last Birdie Auth Viewed At,

  • Anonymous View Count,

  • First Anonymous Viewed At,

  • Last Anonymous Viewed At

Notes for Salesforce Developers

API Names

Label
API Name

Birdie Link

Birdie_Recording__c

Direction

Way__c

Link URL

LinkUrl__c

Source

Source__c

Case

Case__c

First Viewed At

FirstViewedAt__c

Last Viewed At

LastViewedAt__c

Birdie Auth View Count

BirdieAuthViewCount__c

First Birdie Auth Viewed At

FirstBirdieAuthViewedAt__c

Last Birdie Auth Viewed At

LastBirdieAuthViewedAt__c

Anonymous View Count

AnonymousViewCount__c

First Anonymous Viewed At

FirstAnonymousViewedAt__c

Last Anonymous Viewed At

LastAnonymousViewedAt__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:

  • incoming

  • outgoing

  • request

Source__c (Source) is always one of:

  • FeedItem

  • EmailMessage

  • CaseCommentPublic

  • CaseCommentPrivate

  • CaseField

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:

  1. Go to Setup → Feed Tracking

  2. Select Case

  3. Scroll to “Select Fields to Track”

  4. Uncheck “All Related Objects”

  5. Click Save

After disabling this option, Birdie Link creation will no longer produce new Case feed posts.

Reporting Examples

How Salesforce Admins Can Use Birdie Links

Measure Recording Traffic

Build reports such as:

  • Number of incoming vs outgoing recordings

  • Number of recording requests sent

  • Link usage volume by week or month

Evaluate Agent Behavior

Report on:

  • Which support agents send the most recordings

  • Which agents receive the most recordings

  • Team-wide Birdie adoption

Understand Customer Activity

See which customers:

  • Send the most Birdie recordings

  • Require more async assistance

  • Engage often with recording workflows

Case-by-Case Insights

For any Case:

  • How many Birdie URLs were exchanged?

  • Who initiated recordings (agent or customer)?

  • Did the customer respond using a Birdie link?

Recommended Report Types

1. “Cases with Birdie Links” (Custom Report Type)

Primary Object: Case Related Object: Birdie Links

Use this for:

  • Birdie activity per Case

  • Agent performance

  • Team dashboards

2. “All Birdie Links” (Custom Report Type)

Primary Object: Birdie Links

Use this to build:

  • Birdie usage dashboards

  • Direction funnels (incoming vs outgoing vs request)

  • Source-channel analytics (email vs feed vs comments vs fields)

Example Dashboard Widgets

Here are great starting points:

Birdie Usage Over Time

Count of Birdie Links per week/month.

Incoming vs Outgoing vs Request

Pie chart grouped by Direction.

Sources of Birdie Links

Bar chart grouped by Source (EmailMessage, FeedItem, CaseCommentPublic, CaseCommentPrivate, CaseField)

Agent Leaderboard

Group by: Case Owner → Count of Birdie Link

Birdie Activity by Case

List view showing:

  • Case Number

  • Number of Birdie Links

  • % incoming vs outgoing

  • Last recorded usage

What if the Birdie_Recording__c object is not created?

Birdie automatically creates Birdie_Recording__c records using Salesforce Triggers at Case creation time. However, depending how you setup your Case creation, if the Birdie Link is not visible to the trigger, the link may not be detected and as a result, the Birdie_Recording__c record is not created.

In these cases, you can create the record manually at the time of recording — for example, when submitting a Case through a Digital Experience Flow.

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