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Birdeye Platform Help

Birdeye平台帮助

Step 1 — Gather context

步骤1 — 收集上下文

If 
references/learnings.md
exists, read it first for accumulated platform knowledge.
  1. What do you need help with?
    • A) Reviews — collecting, monitoring, or responding to reviews
    • B) Listings — syncing business info across directories
    • C) Messaging — webchat, SMS, unified inbox setup
    • D) Social media — publishing, scheduling, engagement
    • E) Surveys — NPS, CSAT, or custom surveys
    • F) Referrals — customer referral program setup
    • G) Payments — collecting payments via text
    • H) BirdAI — AI agent configuration, automated responses
    • I) Integrations — CRM, PMS, or API setup
    • J) Reporting / analytics
    • K) Something else — describe it
  2. How many locations? 1, 2-10, 11-50, 50+
  3. What industry? Healthcare/dental, automotive, financial services, home services, retail, hospitality, other
  4. Which Birdeye plan? Standard, Professional, Premium, or not sure
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
若
references/learnings.md
存在，请先阅读该文档获取已积累的平台知识。
  1. 您需要哪方面的帮助？
    • A) 评论——收集、监控或回复评论
    • B) 列表——在各目录间同步企业信息
    • C) 消息沟通——网页聊天、短信、统一收件箱设置
    • D) 社交媒体——发布、排期、互动管理
    • E) 调研——NPS、CSAT或自定义调研
    • F) 推荐——客户推荐计划设置
    • G) 支付——通过短信收取款项
    • H) BirdAI——AI Agent配置、自动回复
    • I) 集成——CRM、PMS或API设置
    • J) 报表/分析
    • K) 其他——请描述具体需求
  2. 企业地点数量？ 1个、2-10个、11-50个、50个以上
  3. 所属行业？ 医疗/牙科、汽车、金融服务、家居服务、零售、酒店餐饮、其他
  4. 您使用的Birdeye套餐？ Standard、Professional、Premium，或不确定
跳转规则：如果用户的提示已包含足够上下文，直接跳至步骤2。

Step 2 — Route or answer directly

步骤2 — 路由或直接回答

Problem domainRoute to
Online reputation strategy across tools
/sales-online-reputation {your question}
Customer feedback / NPS / CSAT strategy
/sales-customer-feedback {your question}
Ecommerce product reviews (Shopify, etc.)
/sales-customer-reviews {your question}
SMS marketing strategy
/sales-sms-marketing {your question}
Social media management strategy
/sales-social-media-management {your question}
Live chat strategy across tools
/sales-live-chat {your question}
Chatbot flow design
/sales-chatbot {your question}
If the question is Birdeye-specific, answer directly using the platform reference.
问题领域路由至
跨工具的在线声誉策略
/sales-online-reputation {您的问题}
客户反馈/NPS/CSAT策略
/sales-customer-feedback {您的问题}
电商产品评论（Shopify等）
/sales-customer-reviews {您的问题}
SMS营销策略
/sales-sms-marketing {您的问题}
社交媒体管理策略
/sales-social-media-management {您的问题}
跨工具的在线聊天策略
/sales-live-chat {您的问题}
聊天机器人流程设计
/sales-chatbot {您的问题}
如果问题是Birdeye专属的，请直接使用平台参考内容回答。

Step 3 — Birdeye platform reference

步骤3 — Birdeye平台参考

Read 
references/platform-guide.md
 for the full platform reference — modules, pricing, integrations, data model, workflows.
Answer the user's question using only the relevant section. Don't dump the full reference.
**阅读
references/platform-guide.md
**获取完整平台参考——模块、定价、集成、数据模型、工作流。
仅使用相关部分回答用户问题，不要输出完整参考内容。

Step 4 — Actionable guidance

步骤4 — 可执行指导

You no longer need the platform guide — focus on the user's specific situation.
  • Reviews: Design the review request flow (timing, channel, template), set up auto-responses with BirdAI, configure review monitoring alerts
  • Listings: Audit current listing accuracy, set up sync, fix NAP inconsistencies
  • Messaging: Configure unified inbox, set up webchat widget, design chatbot flow
  • Surveys: Choose metric (NPS/CSAT/CES), design survey, set up triggers
  • Integrations: Map data flow between Birdeye and CRM/PMS, configure API or native connector
If you discover a gotcha, workaround, or tip not covered in 
references/learnings.md
, append it there.
您无需再查阅平台指南，专注于用户的具体场景。
  • 评论：设计评论请求流程（时机、渠道、模板），使用BirdAI设置自动回复，配置评论监控提醒
  • 列表：审核当前列表准确性，设置同步，修复NAP（名称、地址、电话）不一致问题
  • 消息沟通：配置统一收件箱，设置网页聊天组件，设计聊天机器人流程
  • 调研：选择指标（NPS/CSAT/CES），设计调研内容，设置触发条件
  • 集成：映射Birdeye与CRM/PMS之间的数据流，配置API或原生连接器
如果发现
references/learnings.md
中未涵盖的易错点、解决方案或技巧，请将其补充到该文档中。

Gotchas

避坑指南

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
  • Pricing is per-location and not publicly listed. Standard starts ~$349/mo ($299/mo annual). Professional ~$449/mo adds webchat chatbot. Multi-location discounts exist but must be negotiated.
  • Onboarding can be time-intensive. Multiple reviewers report dozens of video calls and 100+ hours for multi-location setups. Plan for a dedicated onboarding period.
  • Integrations can break silently. PMS/CRM connectors may stop syncing without notification. Set up a monthly audit to verify review requests are actually being sent.
  • Chatbot requires Professional plan. The webchat chatbot (automated inquiry handling, appointment scheduling) is not available on Standard.
  • Annual contracts are standard. Cancellation requests during contract have been reported as difficult. Get cancellation terms in writing before signing.
  • HIPAA compliance is built in. Birdeye works with 20K+ healthcare practices — data is HIPAA-compliant, but verify BAA terms for your specific use case.
基于研究的最佳实践——请重点查看这些内容，尤其是与套餐限制功能和集成易错点相关的信息，部分内容可能已过时。
  • 定价按地点收取且未公开。Standard套餐起价约349美元/月（年付为299美元/月）。Professional套餐约449美元/月，新增网页聊天机器人功能。多地点折扣存在，但需协商确定。
  • 上线流程耗时较长。多位用户反馈，多地点设置需要数十次视频通话和100小时以上的时间。请规划专门的上线周期。
  • 集成可能静默失效。PMS/CRM连接器可能在无通知的情况下停止同步。请设置月度审核，确认评论请求实际已发出。
  • 聊天机器人需Professional套餐。网页聊天机器人（自动处理咨询、预约排期）在Standard套餐中不可用。
  • 年度合同为标准模式。有用户反馈合同期内的取消请求流程繁琐。签署前请书面确认取消条款。
  • 内置HIPAA合规性。Birdeye服务于2万多家医疗机构——数据符合HIPAA合规要求，但请针对您的具体使用场景核实BAA条款。

Related skills

相关技能

  • /sales-online-reputation
    — Online reputation management strategy across all tools (monitoring, responding, review generation, listings, Google Business Profile). Install: 
    npx skills add sales-skills/sales --skill sales-online-reputation
  • /sales-customer-reviews
    — Product review collection strategy for ecommerce (Judge.me, Yotpo, Trustpilot, G2). Install: 
    npx skills add sales-skills/sales --skill sales-customer-reviews
  • /sales-customer-feedback
    — Customer feedback, NPS, CSAT, VoC strategy across tools. Install: 
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-live-chat
    — Live chat and chatbot strategy across tools. Install: 
    npx skills add sales-skills/sales --skill sales-live-chat
  • /sales-sms-marketing
    — SMS marketing strategy across tools. Install: 
    npx skills add sales-skills/sales --skill sales-sms-marketing
  • /sales-social-media-management
    — Social media management strategy across tools. Install: 
    npx skills add sales-skills/sales --skill sales-social-media-management
  • /sales-do
    — Not sure which skill to use? The router matches any sales objective to the right skill. Install: 
    npx skills add sales-skills/sales --skill sales-do
  • /sales-online-reputation
    — 跨所有工具的在线声誉管理策略（监控、回复、评论生成、列表、Google Business Profile）。安装：
    npx skills add sales-skills/sales --skill sales-online-reputation
  • /sales-customer-reviews
    — 电商产品评论收集策略（Judge.me、Yotpo、Trustpilot、G2）。安装：
    npx skills add sales-skills/sales --skill sales-customer-reviews
  • /sales-customer-feedback
    — 跨工具的客户反馈、NPS、CSAT、VoC策略。安装：
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-live-chat
    — 跨工具的在线聊天与聊天机器人策略。安装：
    npx skills add sales-skills/sales --skill sales-live-chat
  • /sales-sms-marketing
    — 跨工具的SMS营销策略。安装：
    npx skills add sales-skills/sales --skill sales-sms-marketing
  • /sales-social-media-management
    — 跨工具的社交媒体管理策略。安装：
    npx skills add sales-skills/sales --skill sales-social-media-management
  • /sales-do
    — 不确定使用哪个技能？该路由会将任何销售目标匹配到合适的技能。安装：
    npx skills add sales-skills/sales --skill sales-do

Examples

示例

Example 1: "I run 5 dental offices and reviews have dried up — patients aren't responding to our email requests anymore" → Audit review request timing (send within 1 hour of appointment), switch to SMS-first requests (3x higher response rate), personalize with patient name and provider, set up automated BirdAI responses to positive reviews to reduce staff workload.
Example 2: "Our Google Business Profile shows different hours at 3 of our 12 locations and I can't figure out where the bad data is coming from" → Check Birdeye Listings sync status for those locations, identify which directories are pushing stale data, use Birdeye's bulk listing update to correct NAP across all directories at once, set up alerts for listing changes.
Example 3: "I want to set up the webchat on our website but I'm not sure if we need the chatbot or just live chat" → If you're on Standard, you get live chat only (good for routing to agents during business hours). If you're on Professional, the chatbot can handle after-hours inquiries, schedule appointments, and qualify leads automatically. Recommend Professional if you get significant after-hours traffic.
示例1：“我经营5家牙科诊所，评论量骤减——患者不再回复我们的邮件请求” → 审核评论请求时机（预约结束后1小时内发送），切换为优先短信请求（回复率高3倍），加入患者姓名和服务提供者信息进行个性化设置，设置BirdAI自动回复正面评论以减轻员工工作量。
示例2：“我们的Google Business Profile显示12个地点中有3个营业时间不一致，我找不到错误数据的来源” → 检查这些地点的Birdeye Listings同步状态，识别推送过期数据的目录，使用Birdeye的批量列表更新功能一次性修正所有目录中的NAP信息，设置列表变更提醒。
示例3：“我想在网站上设置网页聊天，但不确定需要聊天机器人还是仅在线聊天” → 如果您使用Standard套餐，只能获得在线聊天功能（适合营业时间内将访客转接给客服）。如果使用Professional套餐，聊天机器人可处理非营业时间咨询、预约排期并自动筛选潜在客户。如果您有大量非营业时间流量，建议选择Professional套餐。

Troubleshooting

故障排除

Review requests not being sent
  • Check PMS/CRM integration status — connectors break silently. Go to Integrations → verify last sync date.
  • Verify patient/customer records have valid email or mobile number.
  • Check if review request rules are filtering out too many contacts (wrong status, wrong location, too recent).
Listings showing wrong information
  • Birdeye syncs to directories but doesn't own them — Google, Yelp, Facebook can override with user-submitted edits.
  • Check each directory's "suggest an edit" queue for pending changes.
  • For Google Business Profile specifically, verify ownership and that no other tool is pushing conflicting data.
BirdAI responses sounding generic
  • Review and customize the AI response templates — the defaults are broad. Add industry-specific language and your brand voice.
  • Set up response rules: auto-respond to 4-5 star reviews, queue 1-3 star reviews for human review.
  • Check if the AI is responding in the wrong language for your market.
评论请求未发出
  • 检查PMS/CRM集成状态——连接器可能静默失效。进入Integrations页面→核实最后同步日期。
  • 确认患者/客户记录包含有效的邮箱或手机号码。
  • 检查评论请求规则是否过滤了过多联系人（状态错误、地点错误、时间过近）。
列表显示错误信息
  • Birdeye仅同步至目录但不拥有这些目录——Google、Yelp、Facebook可能会覆盖用户提交的编辑内容。
  • 检查每个目录的“建议编辑”队列是否有待处理的变更。
  • 针对Google Business Profile，核实所有权，确保没有其他工具推送冲突数据。
BirdAI回复过于通用
  • 查看并自定义AI回复模板——默认模板范围较广。添加行业特定语言和品牌风格。
  • 设置回复规则：自动回复4-5星评论，将1-3星评论列入人工审核队列。
  • 检查AI是否使用了不符合您所在市场的语言回复。