Conversations

Conversations is your workspace for every call that comes into RedFlare. It is where you upload recordings, run them through a playbook, and open any call to read the transcript, explore insights, and review scoring.

What you can do

• Browse all of your calls in one sortable, filterable table.
• Upload recorded calls straight from your computer and bring them in for analysis.
• Process or reprocess conversations with the playbook of your choice.
• Open any call to read its full transcript alongside synced audio playback.
• Dig into Overview, Scorecards, Insights, and Events for each conversation.
• Switch between the original spoken language and a translated transcript.
• Customize columns, group your table, save views, and export your data.

How it works

When a call enters RedFlare, whether you upload it or it arrives from an integration, it moves through an automated processing pipeline. Each stage builds on the one before it, and the playbook you select decides which stages run and how the results are scored.

1. Clean-up and speech detection. RedFlare first separates the spoken voices from background noise and music, then scans the recording to find where people are actually talking. This keeps later steps accurate even on noisy, real-world calls.
2. Transcription. The cleaned speech is converted into text. RedFlare supports a wide range of languages, so calls do not have to be in English to be analyzed.
3. Speaker separation. The transcript is split by who is speaking, so each line is attributed to a participant such as the agent, the customer, or an automated IVR voice. This is what lets you filter the transcript by speaker and measure talk time.
4. Translation (when needed). If a call is in another language, RedFlare can produce a translated version alongside the original so anyone on your team can read it. You can switch between the two at any time.
5. Structure and analysis. RedFlare breaks the call into chapters and tags, then runs the deeper analysis your playbook asks for: sentiment over time, notable events, grammar and vocabulary level, pace of speech, vocal delivery, and an overall summary.
6. Scoring and summary. Finally, your playbook's rubrics are applied to produce scorecards and key takeaways for the call.

Each call carries a clear status as it moves through this pipeline, such as Pending, Processing, Retrying, Processed, or Failed. If a stage hits a temporary problem, RedFlare retries it automatically, and only marks a call Failed when it truly cannot be analyzed. You can reprocess any failed or completed call at any time.

Browse and organize your conversations

When you open Conversations from the sidebar, you land on a table of every call in your workspace.

1. Use the search bar to find a conversation, or select Filter to narrow the list by fields like Process status, Agent, or Call type.
2. Select Columns to choose which details appear and to reorder them. Columns like ID, Process status, and Recording source always stay in view.
3. Use Group by to cluster rows, and switch between View as Tabs and View as List to change the layout.
4. Save your setup with Save view as so you can return to it later, and turn on Autosave views to keep changes as you make them.
5. Select Refresh at any time to pull in the latest calls.

If you have not added any calls yet, you will see No Conversations yet with the prompt to Upload conversations or connect an integration to get started.

tip

CSV export is unavailable while a group by is active. If you need a CSV, clear your grouping first, or export as Excel instead.

Upload a conversation

You can bring your own recordings into RedFlare in a few guided steps. Look for the Upload button in the conversations header (you can also use the upload action next to Conversations in the sidebar).

1. Select Upload to open Upload New Conversations.
2. On Select files, drop in or choose your recorded call files. Supported formats include WAV/WAVE, MP3, raw FLAC, Ogg, and M4A. Each file is validated as you add it.
3. On Select a Playbook, choose the playbook that will process your uploads. The playbook controls which insights are generated from your calls.
4. On Configure and Process, map your call fields to the correct attributes and review everything to make sure it looks correct.
5. Finish the upload to start processing. You will see live status as your files move through Upload queued, Validating file, Uploading file, and Upload complete.

note

You can only upload a limited number of files at a time, and each file has a maximum size. RedFlare shows these limits and the list of supported formats right on the upload screen.

caution

If you switch playbooks partway through, RedFlare asks you to Confirm changing playbook because your current inputs will be lost. Pick the right playbook before you configure your fields.

Process or reprocess calls

Once calls are in your table, you can run them through a playbook at any time.

1. Select one or more conversations using the checkboxes. An action toolbar appears at the bottom showing how many are Selected.
2. Select Process conversation (or Reprocess conversation for calls that have already been processed) to open the processing panel.
3. Choose a playbook under Select a Playbook. RedFlare uses it to Tell us how you want this conversation to be processed.
4. Confirm to start. You will see progress such as Starting call processing, Preparing the calls for processing, and Processing calls.

A few things to know while selecting:

• You can choose either unprocessed calls or processed calls to reprocess, not both at once.
• If your selection mixes integrations, you will need to choose a playbook separately for each integration before processing. RedFlare reminds you: Playbooks must be chosen separately for each integration before processing.
• There is a maximum number of conversations you can process at once. If you go over it, reduce your selection to continue.

To remove calls, open the More menu in the toolbar and select Delete conversations.

Open the conversation detail view

Select any row to open the full detail view for that call. Here you can listen, read, and review everything RedFlare found.

• Transcript sits alongside the audio player. You can Search transcript, Filter transcript by speakers, Copy transcript, turn on Auto scroll transcript, and jump between speakers. Use Go to audio to play from any line, and switch Transcript versions or open Version history when available.
• For calls in another language, switch to the Original Language to read the call as it was spoken, or back to the translated version. If a translation needs another pass, select Retry to re-run it.
• The audio controls include Play, Pause, Rewind 10s, Rewind 30s, Forward 10s, Forward 30s, Change playback speed, and Download audio.
• Open the Summary panel to read Key Takeaways and an at-a-glance view of the call.

Across the top of the detail view you can move between four tabs:

• Overview for the high-level picture, including talk time and outcomes.
• Scorecards for rubric-based scoring, with an Overall weighted score and per-rubric breakdowns. Use Back to all scorecards to step back out.
• Insights for deeper analysis grouped into Conversational Dynamics, Vocal Delivery, Language and Conversational Integrity, and Sentiment Analysis.
• Events for notable moments detected in the call, such as interruptions or escalations.

tip

On the Insights tab, the Language and Conversational Integrity section breaks vocabulary down by CEFR difficulty levels (A1 through C2) and scores spoken grammar, while Sentiment Analysis includes a Sentiment timeline so you can see exactly where the mood of a call shifted, plus Sentiment events highlighting the key moments behind those changes.

note

The depth of what you see on these tabs depends on the playbook used to process the call. Reprocess with a different playbook to generate different insights, scorecards, or events.

If a call could not be analyzed, RedFlare tells you directly: This version failed to process and cannot be viewed. You can reprocess it from the conversations table when you are ready.

Tips

tip

Watch the Process status column to follow a call through the pipeline. A status of Retrying is normal and means RedFlare is automatically having another go at a stage. You only need to step in once a call reaches Failed.

tip

Cleaner input gives better results. RedFlare removes background noise before transcribing, but a clear recording still produces the most accurate transcript, sentiment, and scoring.