Human Request

If you need tailored guidance for your Salesforce configuration, contact our team.

Before using Human Requests, make sure Birdie is properly installed in Salesforce.

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 in Birdie, recordings can appear as: - A private note - A public note - Or a new email

Proven Wording Template

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

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 your screen

Pro tip: For best results, enable audio and talk us through the steps leading to your issue while recording

What if the video URL doesn’t appear in your Salesforce Case Feed?

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.