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 and Call type to view particular set of calls.
2. Select Columns present to your top-right to choose which details you want in your view and to reorder them. Columns like ID, Process status, and Recording source are default columns which always stays in the 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 available at your top-right so you can return to it later, and turn on Autosave views to keep changes as you make them. This allows the users to create multiple views and navigate between them as they work through the application.
5. Select Refresh at any time to view the latest calls available.

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.

Upload a conversation

To upload 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.

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.

• The Transcript is displayed alongside the audio player, allowing you to follow the conversation while listening to the call. Using the icons available at the top of the transcript, you can search the transcript, copy its contents, and enable Auto Scroll to keep the transcript synchronized with the audio playback. You can also navigate between speakers for easier review.
• Select Go to Audio next to any transcript line to begin playback from that specific point in the conversation. When available, you can switch between different transcript versions or view the Version History to compare previous versions. Please Note : The versions will be available when the calls are re-processed.
• Calls are processed in the original language specified in the mapping file. To view the transcript in another language, select the Translate icon at the top of the transcript and choose your preferred language from the list. The translated transcript will then be generated and displayed.
• To switch back to the original transcript, select the language marked with the Original Language tag in the language list. If a translated transcript requires reprocessing, simply select the desired language again to regenerate the translation.
• 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 of the call, from talk time and outcomes to an AI summary, the moments that stood out, and the details RedFlare pulled from the conversation.
• Scorecards for rubric-based scoring, with an Overall weighted score and per-rubric breakdowns. Click on Scorecards to step back out.
• Insights for deeper analysis grouped into Conversational Dynamics, Vocal Delivery, Language and Conversational Integrity, and Sentiment Analysis.
• Events are pre-defined conditions to identify the notable moments detected in the call, such as Frustration, escalations etc.,

On the Overview tab

The Overview tab brings the most important parts of a call together on one screen, so you can size it up without reading the whole transcript. Depending on the playbook used, you may see:

• A summary at the top, written by RedFlare, with the headline of what happened and the key takeaways. Select View detailed summary to read more, and click a point in the summary to jump to that spot in the transcript.
• Tags that label the call at a glance, such as its topic or how the call progressed. These are generated tags and or not pre-defined.
• Metric cards showing scores like sentiment, talk time, and pace, each with a simple bar so you can read them quickly.
• Conversation X-Ray, a timeline that plots sentiment or rate of speech across the call. Switch between the two, and click anywhere on the line to jump to that moment in the audio and transcript.
• Extracted details, the custom fields RedFlare picks out of the conversation based on what your playbook asks for, such as an account number, a reason for the call, or a next step.
• Call details, the metadata about the call itself, such as the agent, call type, date, and duration. If there is more than fits on one row, select View more to expand it.

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.

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