1. Start with the Birdie Help Centre
Before reaching out, we highly recommend checking the Birdie Help Centre Home.
It features step-by-step guides for all things Birdie, including Birdie Analytics
You can search by keyword or browse by collection too
Top tip: Bookmark the Help Centre in your browser for quick access!
2. Get 24/7 Answers with Calbot
The fastest way to get an answer is through Calbot, our AI support assistant available 24/7. Calbot uses Birdie’s trusted support database to answer common questions instantly.
💡 No special phrasing needed: You can chat with Calbot just like you would talk to a human!
How to get the best results from Calbot:
Ask naturally: Instead of keywords, ask a full question. (e.g., “How do I upload a document?”)
Be specific: The more detail you give, the faster Calbot can help. (Instead of “Birdie isn’t working,” try “I’m trying to upload a document, but I keep seeing an error message.”)
Focus on one issue at a time: This keeps the conversation on track.
Reply to follow-ups: Calbot may ask clarifying questions or offer options to guide you to the right answer.
Note: If Calbot cannot resolve your issue, or if you need a human touch, you will be seamlessly transferred to our Partner Care team.
📱 Calbot is also available on the Birdie app:
Click on the person icon in the top left-hand corner of your app
Scroll to the Help section
Select Live chat to speak to someone
Select Send a message to talk to a support associate
3. Contacting Partner Care (Support)
If Calbot cannot resolve your query, our human support team is ready to step in.
How to reach us
In-app Chat: Start a conversation via the chatbot inside Birdie.
Email: You can also email our support team directly at [email protected]
What about the phone? Handling queries via chat and email allows us to investigate technical issues faster, securely share links and screenshots and keep an accurate record of your query history.
Support Opening Hours
Team | Days | Hours (UK Time) |
Partner Care (Standard Support) | Monday – Friday
Weekends & Bank Holidays | 7:00 AM – 8:00 PM
9:00 AM – 6:00 PM |
Technical Support (Complex Issues) | Monday – Friday | 9:00 AM – 6:00 PM |
If your issue is complex, we may escalate it to our Technical Support team. We will hand over all of your chat history so you do not have to repeat yourself.
4. How to Report a Problem
To help us investigate and solve your issue as quickly as possible, please provide the following core details:
What were you trying to do? (e.g., "I was trying to create a visit.")
What did you expect to happen? (e.g., "I expected the visit to save.")
What actually happened? (e.g., "I saw an error message saying [X]" or "The page kept loading.")
Do you have supporting information? (e.g., screenshots, times, names, links, or specific examples.)
5. Specific Details to Include (By Issue Type)
Providing specific details right away prevents back-and-forth messages and gets you a solution faster.
- Visit Issues
Please provide specific examples. Avoid saying "all visits are affected" unless you are certain, as troubleshooting specific instances is much faster.
Date and time (start/end) of the affected visit(s)
Care Professional’s name
Care Recipient’s name
Exactly what went wrong
- Birdie App Issues
Care Professional’s name
Device model, OS version and app version (e.g., iPhone 16, iOS 16, 17.2.3)
Time the issue occurred
Care Recipient's name (if relevant)
Screenshot of any error messages
- Care Professional Profile Issues
Care Professional’s name
Whether their profile is linked to an external rostering provider
What you were trying to do vs. what happened
Relevant screenshots or error messages
6. Screenshots
Screenshots are incredibly valuable because they show our team exactly what you are seeing. Whenever possible, take a screenshot of the entire screen/page, including the exact error message and the time stamp.
On Mac? Shift + Command + 3
On Windows? PrtScn
We’re Always Improving
Every interaction with Calbot and Partner Care helps us understand where you need support most. We use this feedback to update our Help Centre articles and continuously improve your Birdie experience. Please keep in mind that while Calbot is always learning, AI can make mistakes - so it’s a good idea to double-check important details. Thank you for partnering with us!