Installation

Add Birdie to Salesforce Service Cloud

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

We recommend installing and configuring the Salesforce package using a dedicated system account rather than a personal user account.

This ensures that actions like posting recordings are not tied to an individual user, which improves consistency, avoids issues when someone leaves the company, and keeps ownership clear.

Step 1: Install the Birdie App

1. Open the Birdie listing on the Salesforce AppExchange: 👉 Birdie on Salesforce AppExchange

2. Click Get It Now and install the app into your Salesforce org.

   • When prompted, select Install for All Users.

Step 2: Salesforce IP Allowlisting

Salesforce security requires you to allow Birdie’s servers IPs into your org.

How to whitelist Birdie IPs

1. Go to Setup in Salesforce

2. Search for Network Access

3. Click New and add: Start IP Address: 3.20.198.186 End IP Address: 3.20.198.186 Description: Birdie ip 1

4. Save

5. Same for our second ip, click New and add: Start IP Address: 18.189.92.93 End IP Address: 18.189.92.93 Description: Birdie ip 2

6. Save

Step 3: Add Birdie to the Case Page

1. In Salesforce, go to Setup → Object Manager → Case.

2. Select Lightning Record Pages and edit the layout you use.

3. Drag and drop the Birdie Lightning Web Component (LWC) onto the Case page.

4. Save and activate the updated layout.

Now the Birdie component will be visible on every Case.

Step 4: Connect Birdie app for Salesforce to Your Birdie Workspace

1. Open any Case in Salesforce.

2. Find the Birdie component on the page.

3. Click Connect to Birdie.

4. Log in to your Birdie workspace and authorize the connection.

Your Salesforce org is now linked to Birdie.

Step 5: Choose How Recordings Appear in Cases

In your Birdie workspace, go to Settings → Integrations → Salesforce. Here, you can decide how new screen recordings will be posted into Cases.

You have three options:

1. Private Post

   • The recording appears as a private post in the Case.

   • The “author” will display as the Salesforce account used to install the Birdie app.

2. Public Post

   • The recording appears as a public post in the Case (visible to all with access).

   • The “author” will display as the Salesforce account used to install the Birdie app.

3. New Email

   • Birdie creates a new email on the Case thread with customizable details:

     • Subject

     • Sender name

     • Sender email

Next Steps

Once setup is complete, your support agents can start requesting and receiving Birdie screen recordings directly inside Salesforce Cases. You can now also add Birdie in other flows on Salesforce.