Birdie - How do I use this?

To help us solve complex issues faster, we are using Birdie. This is a secure recording portal that allows you to show us exactly what is happening in Arbor, rather than having to describe it in a long email.

Why do we use Birdie?

• It eliminates the guesswork, enabling our team to replicate and resolve issues with accuracy.

• You can record your screen whenever it is convenient for you—no need for lengthy emails or multiple email chains.

• Birdie is configured to automatically blur Personally Identifiable Information (PII) within your Arbor site, ensuring your sensitive data remains private.

Data Security Note: All recordings are automatically deleted after 90 days. For more details on how your data is handled, please view our Sub-processor article here.

If an agent needs to use Birdie to help solve your ticket, they will send you a one-time secure link. This link is tied specifically to your email address and cannot be accessed by anyone else.

How to record with Birdie

1. Click the link provided in your support email.
2. On the landing page, click the Record button. 

Please note that this is set to record with audio. You must change the drop-down to "without audio" if you do not want to speak during the recording.
 

3. A pop-up window will then appear, asking you to select which screen to record. Once you have chosen, click Share.

Tip: We recommend selecting "Window" so that if you move between different Chrome tabs within Arbor, we can see the entire process. Once selected, click Share.
 

4. Birdie will count down from 5 seconds to give you a moment to prepare.
5. Go through the necessary steps in Arbor that are causing the issue.

6. Once you have completed the steps, return to the Birdie page and click Stop.

7. You can rewatch your video and add text notes if you’d like to provide more detail.
    

• If you’re happy with it, click Finish.

• If you’d like to try again, click Retry.

8. You will see a "Sent" confirmation screen. There is nothing else you need to do!

What happens next? 

You don't need to do anything further; our support team will receive an automatic notification the moment your recording is sent. They will now look at the footage and get back to you with a solution or next steps.

Receiving a Recording from Us

Sometimes, our team might need to send you a recording to explain a solution or show you a specific workflow.

If this happens, the recordings are sent directly to the contact linked to the ticket; this means it will only be accessible by the person with that email address. The recordings can't be forwarded. 

Access is verified by the email address associated with your Arbor account.

Questions? 

If you have any questions or trouble using the Birdie recording, simply reply to your support ticket, and our team will be happy to assist you.