Agent-Initiated Requests (Messaging – In-App & Web)

Birdie integrates with Salesforce Messaging for In-App and Web. Birdie does not support the deprecated Salesforce Chat (formerly Live Agent).

Before you start, make sure Birdie is already installed on your Salesforce Case page.

Step 1: Add Birdie to the Messaging Session Record Page

1. In Salesforce, open a Messaging Session record.

2. Click Setup → Edit Page.

3. In the Lightning App Builder, drag & drop the Birdie Lightning Web Component (LWC) onto the page.

4. Click Save (and Activate if Salesforce prompts you).

Step 2: Activate Birdie’s Messaging Component

1. Go to Setup → Messaging Components.

2. Click BirdieMessagingVideoPost.

3. Set it to Active.

As of today recording links used from the Messaging Session Record Page are not included in Analytics