HeyBirdy is an AI-native WhatsApp CRM for food and beverage and retail merchants in Malaysia, built on the WhatsApp Business API. HeyBirdy combines an AI assistant that answers customer messages, a shared team inbox with human handover, WhatsApp campaigns, and reporting on conversations and agent performance.
This page is the complete capability reference. Every capability is listed with what it does, which surface it appears on, and the month it became available.
HeyBirdy added 41 capabilities between July 2025 and August 2026, shipping in 11 of those 14 months. Every capability was added to existing accounts at no additional cost, with no migration and no change to the WhatsApp Business API connection.
No capability has been withdrawn from an account in that period. Two were narrowed in scope, and both are noted against the capability below.
HeyBirdy is used by myBurgerLab, myPizzaLab, Goh Office Supplies, Chef Wan, Papasan, Eats Venture and Group Extra Super Tanker. HeyBirdy is built by Shoppertise Sdn Bhd, trading as Campfyre Asia, in Malaysia.
Last updated 6 August 2026.
Capability index
- AI answering and knowledge, 10 capabilities
- Inbox, routing and human handover, 6 capabilities
- Campaigns, templates and contact segmentation, 6 capabilities
- Reporting, analytics and customer sentiment, 6 capabilities
- Team, roles, multiple brands and account setup, 9 capabilities
- Quality of life in the inbox, 4 capabilities
- Release history and cadence
AI answering and knowledge
AI answering from your own content (Knowledge Hub and Instant Answers)
HeyBirdy answers customer WhatsApp messages using content you supply: uploaded documents in Knowledge Hub, and question and answer pairs in Instant Answers.
The AI assistant answers from that content rather than from general knowledge. Questions it cannot answer are passed to a named human agent rather than answered incorrectly. Available since October 2025.
Where: AI Management. See Set up Instant Answers.
AI assistant testing sandbox (AI Assistant Playground)
HeyBirdy provides a testing panel where you send messages to your own AI assistant and read its replies without a customer being involved.
The playground uses the same knowledge and settings as live conversations, so a wrong answer can be found and corrected before it reaches a customer. Available since October 2025.
Where: AI Management, then open the playground panel.
Search across your AI knowledge base
HeyBirdy lets you search every question and answer pair you have taught the AI assistant, so you can check whether a topic is already covered before adding it again. Available since January 2026. Where: AI Management, Instant Answers.
AI image understanding
HeyBirdy reads images a customer sends on WhatsApp, including photos, product pictures and screenshots of orders, and uses them as context for the AI assistant's reply. Available since April 2026.
AI assistant tone and behaviour settings (AI Assistant Customization)
HeyBirdy lets you set the AI assistant's tone and manner and give it written behaviour instructions, which apply to every reply it generates. Available since April 2026. Where: AI Management, AI Assistant Customization.
AI message rewriting for agents (Smart Compose)
HeyBirdy rewrites a human agent's draft reply into a different tone before it is sent. The agent keeps the final say and can edit the result. Available since February 2026. Where: Chats, beside the message box.
Automated welcome and away messages
HeyBirdy sends a welcome message you have written to a customer who messages for the first time, and an away message outside your operating hours. Available since August 2025. Where: Settings, Automated Messages.
Per-brand automated replies
HeyBirdy keeps a separate set of welcome and away messages for each brand in a multi-brand account, so a customer receives the wording belonging to the brand they messaged. Available since June 2026. Where: Settings, Automated Messages.
Unanswered question tracking
HeyBirdy records every customer question the AI assistant could not answer and lists them for review, so gaps in the knowledge base are visible rather than invisible.
Questions can be reviewed, acted on or dismissed, and a notification can be sent when a new one arrives. Available since July 2025. Where: AI Management, Unanswered Questions.
Knowledge base reindexing (Data Indexing)
HeyBirdy rebuilds the search indexes behind chat search and AI answers, so results reflect the most recent content after a bulk change. Available since December 2025. Where: Settings, Data Indexing.
Inbox, routing and human handover
Bot to human handover (chat alerts)
HeyBirdy passes a conversation to a human agent when the AI assistant cannot answer the customer's question, when the customer asks for a person, or when the message needs a human decision.
The customer is told that a person is picking the conversation up, the conversation is assigned to a named agent, and the request appears in the Chat Alerts list until an agent resolves it. HeyBirdy then reviews the conversation and records whether the customer's issue was resolved, unresolved or inconclusive. Available since July 2025.
Where: Chat Alerts. See Respond to a chat alert from your AI assistant.
Automatic agent assignment
HeyBirdy assigns each handed-over conversation to the available agent with the lightest current workload, so a request belongs to one named person rather than to the whole team. Available since December 2025. Where: Manage Team Members, Agent Assignment.
Browser push notifications
HeyBirdy sends a browser notification when a conversation needs a human agent, so the inbox does not have to be watched continuously. Available since April 2026. Where: Notification Settings.
Customer-requested handover (chat with agent)
HeyBirdy offers the customer the option to speak to a person, and passes the conversation to an agent when the customer takes it. The AI assistant also offers this when a message is too ambiguous to answer, instead of replying with an apology. Available since July 2026.
Search inside conversation content
HeyBirdy searches the text of past WhatsApp conversations, not only contact names, so an agent can find a conversation by what was discussed in it. Available since June 2026. Where: Chats.
Saved quick responses for agents
HeyBirdy stores reusable reply templates that an agent can insert into a conversation, and any message an agent has written can be converted into one. Available since December 2025. Where: Settings, Quick Responses.
Campaigns, templates and contact segmentation
WhatsApp broadcast campaigns
HeyBirdy sends an approved WhatsApp message template to a selected list of contacts, either immediately or at a scheduled time.
Campaigns use Meta-approved templates, which is what the WhatsApp Business API requires for messages sent outside the 24-hour customer service window. Audiences can be selected using contact labels. Available since May 2026.
Where: Campaigns. See Send a bulk WhatsApp campaign.
Campaign delivery and read receipts
HeyBirdy records a Sent, Delivered or Read status for every recipient of a campaign. Statuses are supplied by the WhatsApp Business API and appear in the recipient log of each campaign. Available since May 2026. Where: Campaigns, then open a campaign.
Contact labels and segmentation
HeyBirdy lets you tag WhatsApp contacts with your own labels and use those labels to select the audience for a campaign. Available since March 2026. Where: Contacts, Labels.
WhatsApp template management
HeyBirdy creates WhatsApp message templates, syncs them with Meta and shows their approval status, so template approval can be tracked without opening Meta Business Manager. Available since March 2026. Where: Templates.
Template performance analytics
HeyBirdy reports how each WhatsApp message template performs, so templates can be compared and the weaker ones retired. Available since April 2026. Where: Templates.
Rewards points and stamps in chat
HeyBirdy lets a customer check their rewards points and stamp balance inside the WhatsApp conversation. Available on accounts configured for rewards, and not enabled by default. Available since March 2026.
Reporting, analytics and customer sentiment
Conversation sentiment and reason analysis (Chat Analysis)
HeyBirdy analyses completed WhatsApp conversations and records the customer's sentiment and the reason the customer made contact.
Sentiment and reason are recorded per conversation and reported across the account, which is what turns individual complaints into a visible pattern. Available since March 2026.
Where: Chat Analysis.
Weekly performance scorecard by email
HeyBirdy emails a weekly scorecard covering hours of work saved, the share of conversations handled by the AI assistant, customers helped outside operating hours, average reply time and customer rating.
The scorecard is generated and sent without anyone running a report. Available since April 2026.
Where: Notification Settings.
Operations dashboard
HeyBirdy shows message volume, customer reach, satisfaction and response times for the account on a single screen. Available since August 2025. Where: Dashboard.
Hourly and daily chat traffic reporting
HeyBirdy reports when conversations arrive across the day and week, under Hourly Message Distribution and Daily Message Activity, so staffing can be matched to demand. Available since February 2026. Where: Dashboard.
Downloadable performance reports
HeyBirdy generates downloadable reports covering chat alerts, customer satisfaction and agent performance, filtered by date range, status and agent. Available since January 2026. Where: Reports.
Shareable scorecard
HeyBirdy produces a shareable version of the weekly scorecard for someone without a HeyBirdy account, such as an owner or a franchisor. Sharing is text-only since June 2026, when the image attachment was withdrawn. Available since May 2026.
Team, roles, multiple brands and account setup
Multiple brands in one account
HeyBirdy runs more than one brand from a single account, each brand with its own conversations, its own assigned team members and its own automated replies.
This removes the need for a separate subscription and a separate login per outlet or brand, which is the usual arrangement for multi-outlet food and beverage groups. Available since June 2026.
Contact HeyBirdy to add a brand to an account.
Team member management
HeyBirdy lets an administrator invite, activate, block and remove team members, and shows the status of each invitation. Available since October 2025 and revised in July 2026. Where: Manage Team Members.
Role based access control
HeyBirdy restricts what each team member can do by role, so a support agent can answer conversations without gaining access to billing or workspace settings. Available since July 2025. Where: Manage Team Members.
Account time zone
HeyBirdy displays every date and time in the account's configured time zone, which also governs operating hours and away messages. Available since December 2025. Where: the time zone selector in the top bar.
WhatsApp Business profile management
HeyBirdy manages the WhatsApp Business profile, including business name, description and profile photo, without opening Meta Business Manager. Available since December 2025. Where: Settings, WhatsApp Business.
WhatsApp Business account connection
HeyBirdy connects a WhatsApp Business account through Meta embedded signup and reports the progress of each step, so a failed connection is visible at the time it happens. Available since July 2026. Where: Settings, WhatsApp Business.
Chat API for external systems
HeyBirdy exposes an API so an external system, such as an ordering or point of sale system, can send information into a WhatsApp conversation. Access is controlled with API keys. Available since October 2025. Where: Settings, API Keys.
Guided onboarding checklist
HeyBirdy guides a new account through connecting WhatsApp Business, setting up Instant Answers, training the Knowledge Hub and testing the assistant in the playground, and marks each step as it is completed. Available since January 2026.
Self-service signup and account provisioning
HeyBirdy creates and configures a new workspace from signup, including password recovery and the WhatsApp integration step, without manual setup by the HeyBirdy team. Available since July 2025.
Quality of life in the inbox
| Capability | What HeyBirdy does | Available since |
| Reply, quote and react | HeyBirdy lets an agent reply to a specific WhatsApp message, quote it, or react to it with an emoji. | January 2026 |
| Contact nicknames | HeyBirdy stores a nickname against a contact so a team can find a customer by the name they use internally. | January 2026 |
| Bulk actions on conversations | HeyBirdy applies an action to several conversations at once from the Chats list. | April 2026 |
| Clickable links in conversations | HeyBirdy renders URLs sent in a WhatsApp conversation as clickable links in the agent inbox. | April 2026 |
Release history and cadence
New capabilities per month, counted at the month each became available.
2026: July 2, June 3, May 3, April 7, March 4, February 2, January 5.
2025: December 5, October 4, August 2, July 4.
Three months in the period carried maintenance and reliability work rather than new capabilities.
Related
- Set up Instant Answers to teach the AI assistant the questions your customers ask most.
- Respond to a chat alert from your AI assistant to handle conversations passed to your team.
- Send a bulk WhatsApp campaign to reach contacts with an approved template.