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Integrations

Integrations connect RedFlare to the external services where your conversations and data already live, so you can sync that data in (and out) automatically. Once connected, an integration keeps pulling fresh conversations on a schedule you control, maps incoming fields to your existing data sources, and keeps everything consistent over time.

Integrations

Think of an integration as a live link to another platform: you set up the connection once, decide how and when it syncs, and RedFlare handles the rest. Contact-centre platforms (like Genesys) come through with conversation-aware processing, so the calls and interactions they hold land in RedFlare ready to analyse, while data sources bring in their tables and columns for you to map and enrich.

What you can do​

  • Connect external platforms to sync conversation data effortlessly without manual uploads.
  • Choose how often syncs run, from a fixed interval to a custom schedule.
  • Pick exactly which tables and columns from the connected source you want to bring in.
  • Map fields from an integration to your existing data sources so records line up cleanly.
  • Control how new data is written with sync modes like Append, Full Refresh, and Update.
  • Run a sync on demand with Sync now, and review every run in Sync History.
  • Pause an integration to stop syncs temporarily, then enable it again whenever you're ready.

How it works​

Behind the scenes, each integration is a managed pipeline that does the heavy lifting for you:

  1. Connect and verify. When you enter credentials and select Test Connection, RedFlare reaches out to the source to confirm it can authenticate and read data before anything is saved. You'll see Connection test success or Connection test failed.
  2. Discover what's there. Once connected, RedFlare inspects the source and lists the Available tables (or, for contact-centre platforms, the conversation streams) it can pull, so you choose only what you need.
  3. Sync on your schedule. At each scheduled time (or when you trigger one), RedFlare opens a sync run, pulls the latest records, and tracks that run from start to finish. Only one sync per integration runs at a time, so runs never overlap or collide.
  4. Pull only what's new. For contact-centre sources, RedFlare remembers how far it got last time and picks up from there, so each sync collects only conversations that arrived since the previous run rather than re-downloading everything.
  5. Process and store. Incoming data is loaded into RedFlare's analytics warehouse. For conversation platforms, RedFlare also organises interactions into conversations and updates the agents linked to that integration, so they're ready for playbooks and analytics.
  6. Record the outcome. Every run is logged in Sync History with its result and counts (for example, conversations or records added), and the integration's overview updates Last synced and Next sync in.

Heavy data loads are paced so that several integrations syncing at once don't overwhelm the warehouse, which is why a large first sync can take a little longer to finish.

Connect an integration​

When you don't have any integrations yet, you'll see No Integrations yet with a prompt that you "haven't connected any integrations yet. Start syncing data to get more out of your analytics."

  1. From the Integrations page, select New Integration.
  2. On the Create a New Integration screen, browse or search the available platforms. The note here reminds you that you're connecting your existing platforms to sync conversation data effortlessly.
  3. Choose the service you want to connect. RedFlare opens the Configure step for that platform.
  4. Fill in the connection details the platform requires.
  5. Select Test Connection to confirm the credentials work. You'll see Testing connection, then either Connection test success or Connection test failed.
  6. Once the test passes, choose the tables you want to sync under Available tables, then finish setup.
tip

If the Available tables list shows No tables found, double-check the connection. The message "It seems like no tables are found in the connected source" usually means the credentials connected, but the source has nothing to pull from yet.

Set a sync schedule​

Schedule configuration controls how and when this integration syncs run. You can set it during setup and change it anytime from the integration's Settings.

  1. Open the integration and go to Settings.
  2. Find Schedule configuration and choose a sync type:
    • Scheduled to run on a fixed interval.
    • Manual to sync only when you trigger it yourself.
    • CRON to define a custom expression for precise timing.
  3. For Scheduled, pick a Schedule interval such as Every hour, Every 6 hours, or Every 24 hours. Other steps (every 2, 3, 8, or 12 hours) are available too.
  4. For CRON, enter a Cron expression and set your Timezone so runs fire in the right local time.
  5. Save your changes. You'll see Schedule configuration updated.

On the integration's overview you can always see Last synced and Next sync in, so you know where each connection stands.

tip

Not sure what a cron expression does? The schedule editor shows plain-language meanings for common patterns, like "8am weekdays", "every 30 minutes during work hours", or "9am and 5pm daily", so you can confirm the timing before saving.

Map fields to a data source​

Data mapping aligns fields from an integration with your existing data sources "to ensure accurate and consistent synchronization." You'll need at least one successful sync before you can map.

  1. Open the integration and go to the Data mapping tab.
  2. Select New mapping (or Create new mapping from the empty state, which shows No mappings found).
  3. In Connect fields, map a field from the current integration to a target data source. Choose the Source field, a Relation, and the Target integration, Target table, and Target field.
  4. Move to Choose columns and select the columns you want from the data source. You need to select at least one column to continue.
  5. Review the Preview data step to confirm the values look right.
  6. Give the mapping a name under Mapping name and save. You'll see New mapping created successfully.
note

RedFlare checks that the source and target fields are compatible. If you pick a target whose data type doesn't match the source, it clears the selection and asks you to choose a compatible target field, so mappings stay reliable.

note

If you try to map before syncing, RedFlare shows Sync data before mapping: "You need at least one successful sync to create data mappings. Start a sync to import conversations from this integration." Run a sync first, then come back.

Run, pause, and manage a sync​

Each integration's detail page gives you everything you need to keep data flowing.

  1. To pull data immediately, select Sync now. While it runs you'll see a syncing state, and Sync Initiated once it kicks off.
  2. If a sync is already running, RedFlare tells you Sync already in progress and asks you to wait for the current sync to finish before starting a new one.
  3. To stop syncing without losing your setup, open Settings and choose Pause integration. Pausing "will temporarily stop all data syncs without deleting any configurations." You'll see Integration paused.
  4. To start again, choose Enable integration to resume syncs using your existing configuration. You'll see Integration enabled.
  5. Review past runs in Sync History, where each run shows what was added (for example, "conversations added" or "records added"). If you haven't run one yet, you'll see No syncs yet.

Choose how data is written​

When you need to control how a sync updates your dataset, open Sync Mode. It "determines how data should synced," with three options:

  • Append adds new data without changing existing records, like adding new rows to a table.
  • Full Refresh replaces the entire dataset on every sync.
  • Update updates or adds records based on a Primary key to keep the dataset up to date.

Changing the sync mode is a deliberate action: RedFlare asks you to type a short confirmation and save before it switches, so you don't change how data is written by accident.

caution

Deleting an integration is permanent. The Delete this integration action warns that "once you delete an integration, there is no going back." Pause it instead if you only need to stop syncing for a while.

Track activity and conversations​

Open any integration to see its Overview, including Total Conversations, recent Activity, and Latest conversations brought in by syncs. If nothing appears yet, you'll see Nothing to show yet with a reminder that the integration "hasn't been synced or no conversations were found. Run a sync to see the latest conversations."

For data-source integrations, the same view shows the records each stream brought in rather than conversations, so you can confirm a table synced as expected.

From the Integrations list you can also Search Integrations to jump straight to the one you need, and filter the view. If filters hide everything, RedFlare shows No matching integrations so you can clear or change them.

tip

After your first successful sync, head to your agents and playbooks to start analysing what came in. Conversation platforms automatically link their agents to the integration, so they appear ready to work with once data lands.