# Agent-Initiated Requests (Cases)

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If you need tailored guidance for your Salesforce configuration, [contact our team](mailto:support@birdie.so).
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Before using Human Requests, make sure Birdie is [properly installed in Salesforce.](https://docs.birdie.so/birdie-docs/helpdesk/salesforce-service-cloud/installation)
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### How It Works

With Human Requests, your agents can easily ask customers to record their screen when more context is needed.

1. From a Case in Salesforce, click on **Request a recording** from the Birdie component.
2. Copy the generated link and paste it into your message to the customer.
3. The customer records their screen using Birdie — no download required.
4. Once completed, the recording is automatically posted back into the Case.\
   \
   [Depending on your integration settings](https://docs.birdie.so/birdie-docs/helpdesk/salesforce-service-cloud/installation#step-4-choose-how-recordings-appear-in-cases) in Birdie, recordings can appear as:\
   \- A private note\
   \- A public note\
   \- Or a new email 

<figure><img src="https://3843507234-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FECPgvsGwy5oMz4WIZw3a%2Fuploads%2FMIJAWaM0qPu2QBOBqTuA%2Fsfdc%20x%20birdie%20-%20How%20to%20request%20a%20recording.gif?alt=media&#x26;token=9b4323fd-719d-4e2f-8fbc-ee796a21b7a7" alt=""><figcaption></figcaption></figure>

<details>

<summary>Proven Wording Template</summary>

How you frame a screen recording request matters. Use this proven template for the best results:

*<mark style="color:green;">We recommend taking a screen recording to help us see the issue from your perspective, enabling a quicker and more accurate answer:</mark>*&#x20;

*<mark style="color:green;">**Click here to record your screen**</mark>*

*<mark style="color:green;">Pro tip: For best results, enable audio and talk us through the steps leading to your issue while recording</mark>*

</details>

<details>

<summary>What if the video URL doesn’t appear in your Salesforce Case Feed?</summary>

If Birdie successfully processes a customer’s screen recording but the video URL isn’t automatically posted in the Salesforce Case Feed, it’s usually because **Case Feed Actions and Feed Items are not enabled** in your Salesforce Support Settings.

#### **How to fix it**

1. Go to **Setup** in Salesforce.
2. Search for **Support Settings** in the left sidebar.
3. Scroll down to find **Enable Case Feed Actions and Feed Items**.
4. Make sure this option is **checked**.
5. Save your changes.

<figure><img src="https://3843507234-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FECPgvsGwy5oMz4WIZw3a%2Fuploads%2FQL0JT0vKeZzmh91l8ZF3%2FScreenshot%202025-08-03%20at%2019.19.24.png?alt=media&#x26;token=3da73f3b-f06d-410f-9f2d-e532859c89f7" alt=""><figcaption></figcaption></figure>

</details>