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Red Flags are automatic detections that alert you to specific issues in calls or documents. When a red flag is triggered, the item is marked in the dashboard and can trigger alerts.

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Decide What Should Be Flagged

Create red flags for issues someone should review quickly, such as compliance misses, inappropriate language, missing verification, or policy exceptions. Write the description as a clear instruction for what should trigger the flag. Good descriptions are specific enough that a reviewer would agree whether the issue happened.

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Creating a Red Flag

  1. Click Create Red Flag
  2. Enter a name for the red flag (e.g., “Profanity Detected”)
  3. Select the owning Team
  4. Enter a description - this tells the AI what to look for
  5. Optionally open Advanced Conditions
  6. Save
Examples:
  • “Agent used profanity or inappropriate language”
  • “Agent failed to verify customer identity”
  • “Agent promised something not within policy”

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Limit When a Flag Applies

Use Advanced Conditions when a red flag should only apply in certain situations. You can limit a flag by process type, metadata, or team. For example, you might apply a flag only to calls for a specific team, or only to documents with a certain metadata value. Team conditions are not available when Document processing is selected.

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Review Flagged Items

When a call or document triggers a red flag, it is marked in the Dashboard and visible from the item detail view. Red flags can also appear in Daily Report summaries. To notify someone immediately, create an alert for red flag triggers on the Alerts page.

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Manage Red Flags

Edit a red flag when the description or scope needs to change. Delete a red flag when the issue should no longer be tracked.