Birdeye Review

• Automated review request and management across 200+ sites (Google, Facebook, Yelp, etc.)
• Request sending via email, SMS, or MMS depending on country (MMS available only in USA and Canada)
• Automatic timezone adjustment from the panel, with messages sent within accepted hours
• Centralised listing management to optimise local visibility and data consistency (address, phone, hours)
• Social media content publishing and scheduling from a single panel, with support for multiple locations
• Unified inbox for reviews, SMS, web chats, and social media messages. Yelp messaging is built in, so Yelp reviews and direct messages can be viewed and answered from a single place, and they are included in inbox reporting and notifications
• Dashboards and reports with reputation metrics, response rates, visibility, and customer sentiment
• Compatibility with voice and telephony services (landline and VoIP texting) in the USA and Canada

The dashboard owner can grant edit permissions to specific users, teams, or roles, so that several people work on the same dashboard without creating duplicate copies, and every change is reflected for those with edit access.

These features save time, reduce manual work, and improve customer conversion through automated reputation and interaction.

AI Features

This tool's AI is called BirdAI and combines proprietary models with connectors to Anthropic, OpenAI, Gemini, Llama, Mistral, Stability, and DeepSeek. On top of that foundation, Brand AI lets a company define its voice, tone, style, and personality by training the AI on its own business information, while Industry AI adapts the models to each sector, such as healthcare, finance, or retail, in line with standards like HIPAA and FINRA. Brand control is reinforced with approval rules, language limits, and regulatory compliance, and the platform adds industry benchmarks that measure a company's performance and detect emerging patterns by sector. These models power its agents and AI modules:

• Review agents: the Review Generation Agent automates requests and the Review Response Agent replies in the brand's tone and language.
• Social media agents: the Social Publishing Agent creates and schedules multichannel posts and the Social Engagement Agent handles incoming messages and responses.
• Other agents: the Listings Optimization Agent optimizes local listings, the Lead Generation Agent qualifies and follows up on leads, the Template Design Agent builds on-brand visual templates, the Reporting Agent produces natural-language reports, and the Custom Agent lets businesses create their own agents using their own data.
• Insights AI: turns customer feedback into location-level priorities through the Birdeye Score, a single, transparent score that combines sentiment, reviews, and listings health, tuned to each company's priorities and benchmarked against industry references and across locations. It delivers recommendations ranked by impact on what's working, what's broken, and what to fix first, broken down by region, location, and theme; turns each action into a task with an owner, a deadline, and a target score, and compares the score before and after to show what drove the improvement; and summarizes every report in plain language. It is complemented by Surveys AI, which collects feedback and analyzes sentiment, and Competitors AI, which identifies and benchmarks competitors.
• Search AI: measures and improves the business's visibility in AI-powered search, such as Google, ChatGPT, Gemini, and Perplexity; it shows how often AI mentions the business, how it describes it, and how it ranks at each location, identifies which sites and sources feed those answers, and carries out fixes such as updating website content, generating reviews, and correcting listings.
• Marketing Automation: builds and runs email and SMS campaigns personalized for each location and customer; it segments audiences and sets up workflows from plain-language prompts, adapts messages using details like hours, offers, and ratings, combines data from the CRM, reviews, visits, and other systems, and measures performance at every location.

Every agent operates under Brand AI and Industry AI rules, which ensures compliance, consistency, and context in each interaction. Users tend to highlight the ability to keep a consistent corporate tone and to delegate automated responses without losing authenticity. BirdAI does not use customer data to train external models and runs under a reinforced privacy and auditing framework.

Integrations

Birdeye integrates with over 3,000 business applications, including:

• CRM: Zoho CRM, Salesforce, Keap, HubSpot, ServiceCore
• Accounting and billing: QuickBooks Online/Desktop, Zoho Books, Netsuite, MYOB, Peachtree, Xero
• Service management: Jobber, ServiceTitan, Housecall Pro, FieldEdge
• Payments and e-commerce: Square, Stripe, Shopify
• Marketing tools: Mailchimp, Smartsheet, Squarespace, HighLevel
• Automotive, healthcare, hospitality, education, and retail: standard and premium integrations by vertical
• Customer support and help desk: Zoho Desk, Freshdesk, and Zendesk, which automate review requests and, in the case of Freshdesk and Zendesk, survey requests as well.
• In the veterinary sector, the Covetrus Ascend integration automates review solicitation and collects the client's contact details (first name, last name, email, and phone number).

The tool has an open API and support for custom integrations. Birdeye also allows connecting WhatsApp Business accounts directly from the control panel, integrating messaging with the unified inbox.

Data Security and Compliance

Birdeye has enterprise-level security and multiple certifications.

Key measures and official policies:

• bcrypt encryption with random salt for passwords
• Card tokenisation through external processor; no financial data stored
• Data encryption in transit and at rest with algorithms ≥ 1024 bits

Compliance and independent verification:

• HIPAA (with Business Associate Agreement available)
• GDPR (independent verification and SCC clauses for EEA, UK, and Switzerland)
• CCPA (access, restriction, and deletion requests processed within 45 days)
• PCI DSS 3.1, SOC 2, SOC 3, ISO 27001

Infrastructure on AWS (USA) with audits and continuity planning. "Enterprise-Ready" certification by Skyhigh Networks CloudTrust™. Doesn't use customer data to train AI.

Generative AI policy (2025): promotes transparency, human oversight, privacy, social responsibility, and ethical model review.

Complies with the EU-U.S. Data Privacy Framework, supervised by the FTC.

In summary, Birdeye offers one of the most robust security frameworks in its SaaS category.

Language – Customer Support and Interface

The interface and help documentation are available in English. Customer support operates 24/7 via chat, email, and phone, though complete coverage in other languages should be confirmed case by case.

AI Language – The Tool Itself

BirdAI offers native translation of reviews and responses, and generates content in the customer's language through contextual AI.

Users can define custom prompts to control the tone, language, and style of responses. Additionally, BrandAI module rules take priority over individual prompts: if a company defines "always respond in a specific language," the AI will block any contrary instruction.

In summary, Birdeye doesn't have a translated interface, but it does have operational multilingual AI consistent with brand voice.

Mobile Access

Birdeye offers mobile apps for both iOS and Android. This allows managing messages and alerts from mobile. Translation features and automatic review responses are also available in the mobile app. The apps are functional especially for monitoring reviews and quick responses, though some deep analysis or advanced configuration features may require desktop access. For SMEs that mainly want to monitor from mobile, it works well, but initial setup is best done from the web version.

Support, Onboarding, and Account Management

Birdeye has a solid ecosystem of educational resources and specialised support.

The onboarding process includes webinars, guides, videos, and case studies designed for multi-location businesses. The official help centre also offers detailed articles for configuring key modules (reviews, social, WhatsApp, AI, etc.) and access to a dedicated help team, available 24/7. From the personal interface, you can start a chat with the support team and easily access tutorials, the help centre, and news.

In non-English markets, there may be delays or English-only materials, so validating with the sales team whether localised onboarding or documentation is available is recommended.

The company also organises Birdeye View, an annual event bringing together local marketing experts and presenting BirdAI ecosystem news.

Ease of Use / UX

The interface is modern and well-designed. However, given the volume of features (reviews, listings, social insights, competitors, etc.), SMEs need to invest some time to configure the tool correctly. The setup process is guided step by step by the platform itself, and once implemented, results can be seen quickly. A highlight is how easy it makes reviewing AI-generated content before publishing, ensuring brand control.

For anyone setting up several locations, these tips save time:

• Add locations through the bulk import with the Excel template rather than one by one; the specifications tab lets you choose which fields to include and skip unnecessary data.
• Each new location starts with "Demo" status and has to be activated from the actions menu, with active, demo, and inactive filters to find them quickly. You can add locations before purchasing them, though they cannot be marked active until you do, and setting one to inactive frees up room to add another at no cost.
• To update locations, users managing fewer than 500 receive the template already filled in with their data, while those with more than 500 get it by email; if the business operates outside standard hours, for example through a call center, you can set contact hours in the bulk upload so that automatic replies for webchat and Google Messaging follow them.

Birdeye offers subscription models that vary by number of branches, included modules (Reviews, Listings, Social, Insights), and workload volume. It offers a demo and 30-day free trial, with prices depending on country, location, volume, and modules. For SMEs, it's important to see which modules are needed, avoid unnecessary add-ons, and calculate ROI: if the tool helps attract new customers and improve reputation, the cost can be justified.

Club Brasilia, an all-you-can-eat Brazilian churrasco restaurant in the heart of Parramatta, Sydney, adopted Birdeye in 2025 to strengthen the online presence of its two locations. The restaurant put several of the platform's tools to work at once, combining Reviews AI, Listings AI, Messaging AI, Social AI, and Chatbot AI to manage reviews, keep its listings current, reach diners directly, and stay active on social media without adding to the team's daily workload.

The results over five months were measurable across every channel that brings guests through the door. Club Brasilia collected 198 new Google reviews and recorded a 58% rise in calls to the business, a 40% increase in website visitors, a 78% jump in direction requests, and a 47% lift in Google profile impressions. According to the restaurant's social media consultant, much of this came from practical, time-saving features: SMS campaigns gave them a direct line to customers, social media scheduling simplified their posting, and AI-assisted review management produced quick responses that freed up hours. For a small hospitality business, that combination turned online reputation into a genuine source of foot traffic. You can read the full case study here.

Birdeye is a complete platform for reputation, local visibility, reviews, listings, and omnichannel communication, with a layer of AI agents (BirdAI). Ada AI and Intercom share the omnichannel messaging and AI-agent space with it, but their main focus is conversational customer service rather than reputation and local visibility. Ada AI centers its offering on support automation with AI agents across chat, voice, email, and messaging, with strong multilingual capabilities and an integration ecosystem geared toward enterprise environments. Intercom pairs an AI agent (Fin) with a full helpdesk and a modern chat experience, with a Spanish-localized interface and native mobile apps.