Send Calls to Reddy

To create a call in the Reddy platform, you need a media file, a transcript, or both. You can create a call with just a transcript (no upload required) or with both transcript and media. You can also send a screen recording by setting content_type to a video/* MIME type (for example video/mp4). This guide walks through each scenario. Once the call is processed, all the insights will be visible on the dashboard.

Select a Product

You can fetch the list of products and their IDs through the Product List API. Each product has a set of QA items used to grade a call. Use this request to get the list of products.

curl -X GET 'https://app.reddy.io/api/v1/product/list' \
  -H 'Authorization: Bearer YOUR_API_TOKEN'

The product list will look like this:

{
  "products": [
    {
      "id": 1,
      "name": "Product 1",
      "status": "active"
    }
  ]
}

Each product has a QA scorecard used to grade a call. You can see the configuration for all your products in the Reddy admin dashboard.

Send a Call to Reddy

To create a call, you can provide a transcript, a media file, or both. The filename parameter is optional - if you’re only sending a transcript and no media file, you can omit it entirely.

When you include filename, you can optionally send content_type (the MIME type of the file). For audio, content_type can be omitted and the format is auto-detected. For video, content_type is required. See Create Call.

agent_email must be the email of a user who already exists and is active in the same company that owns your API token. If the email is not a registered user in your company, the request fails with a 404 “User with email … not found”. You can add users from the Reddy admin dashboard before sending calls.Matching ignores capitalisation. Jane.Doe@Company.com and jane.doe@company.com reach the same agent, so you can send addresses exactly as your own directory stores them. The address is recorded with the capitalisation you sent.

409 when two accounts share one address. If more than one active user in your company has the same email address, Reddy cannot tell which of them the call belongs to and will not guess. The request is rejected with 409 and nothing is stored — no call, no QA result:

{
  "error": "Multiple users in this company share this email address; resolve the duplicate accounts and resend",
  "agent_email": "jane.doe@company.com",
  "conflicting_user_ids": [4102, 5581]
}

Merge or correct the duplicate accounts in the admin dashboard, then resend the call. Retrying without fixing the accounts returns 409 again. This most often appears after a bulk user import created a second account differing only in capitalisation.

Redaction is not applied to the audio if the transcript is provided. If you have sensitive information in the audio that you want to silence, make sure you do that using word-level timestamps in your transcription before sending to Reddy.

curl -X POST 'https://app.reddy.io/api/v1/call/create' \
  -H 'Authorization: Bearer YOUR_API_TOKEN' \
  -H 'Content-Type: application/json' \
  -d '{
    "filename": "call_recording_20240115.wav",
    "content_type": "audio/wav",
    "agent_email": "agent@company.com",
    "product_id": 123,
    "speaker": {
      "separation": "channels",
      "channel_map": ["agent", "customer"]
    },
    "tags": [
      {
        "key": "customer_request",
        "value": "full_refund",
        "type": "string"
      }
    ]
  }'

curl -X POST 'https://app.reddy.io/api/v1/call/create' \
  -H 'Authorization: Bearer YOUR_API_TOKEN' \
  -H 'Content-Type: application/json' \
  -d '{
    "agent_email": "agent@company.com",
    "product_id": 123,
    "tags": [
      {
        "key": "customer_request",
        "value": "full_refund",
        "type": "string"
      }
    ],
    "transcript": [
      {
        "role": "agent",
        "text": "Hello, how can I help you today?",
        "start": 5,
        "stop": 36
      },
      {
        "role": "customer",
        "text": "I need help with my recent order.",
        "start": 54,
        "stop": 67
      }
    ]
  }'

curl -X POST 'https://app.reddy.io/api/v1/call/create' \
  -H 'Authorization: Bearer YOUR_API_TOKEN' \
  -H 'Content-Type: application/json' \
  -d '{
    "filename": "screen_recording_20240115.mp4",
    "content_type": "video/mp4",
    "agent_email": "agent@company.com",
    "product_id": 123
  }'

The tags in this request are used to pass additional data to attach to the call. For example, you can use tags to pass the customer ID or call type.

Speaker Separation

You’ll see that in the previous example we included a speaker object. This controls how Reddy identifies which speaker is the agent versus the customer in your audio. We support several options to identify speakers depending on your audio format.

Choose the right strategy

When to use each mode

Use diarize if you have mono audio (or stereo audio that is identical on L/R channels).
Use channels if your audio already separates speakers per channel. Optionally pass speaker.channel_map if you know which channel is which (most accurate).

The channels request parameter is deprecated in favor of speaker.separation and speaker.channel_map.

Responses

With filename: The response includes a signed Google Cloud Storage URL for uploading the media file:

{
  "upload_id": 1,
  "conversation_id": "conv_123",
  "upload_url": "https://storage.googleapis.com/...",
  "expires_in": 3600
}

Transcript only: The response is a simple success message:

{
  "success": true
}

Skip to the view results section if you’re not uploading a media file.

Audio content type

The content_type field is optional for audio calls. When omitted, the audio format is auto-detected during transcription. You can also set it to application/octet-stream explicitly for the same behavior. If you do provide a specific audio/* content type (for example audio/wav or audio/mp4), the filename extension must match or create-call returns 422.

Sending video instead of audio

Use the same Create Call endpoint. The response shape is identical.

What to change on create-call

Audio	Video
`content_type` such as `audio/wav` or `audio/mp4`	`content_type` such as `video/mp4` or `video/quicktime`
`filename` with a matching extension	`filename` with a matching extension
Same `agent_email`, `product_id`, `speaker`, `tags`	Same fields

For .mp4 and .webm, pick the MIME type that matches your file: audio/mp4 for audio-only, video/mp4 for screen recordings.

Supported video MIME types

Video calls accept only these content_type values. The filename extension must match. Other types or extensions (for example mkv, avi, or no extension) return 422 at create-call.

Extension	`content_type`
`3gp`, `3gpp`	`video/3gpp`
`flv`	`video/x-flv`
`mov`	`video/quicktime`
`mp4`	`video/mp4`
`mpeg`, `mpg`	`video/mpeg`
`webm`	`video/webm`
`wmv`	`video/x-ms-wmv`

Upload

Set the PUT Content-Type header to the same value you sent as content_type on create-call.
Maximum file size is 250 MB. The upload URL expires after 1 hour.

Upload the Media File (Optional)

If you included a filename in your call creation request and received an upload URL, continue with this step to attach the file. Use this request to upload and attach the file to the call. The URL will be the upload_url you got from the previous request.

The Content-Type header on the PUT must match the content_type you sent on create-call, or the upload fails with a 403 from Google Cloud Storage.

This upload URL expires after 1 hour. Maximum file size is 250 MB.

curl -X PUT 'UPLOAD_URL_FROM_PREVIOUS_STEP' \
  -H 'Content-Type: audio/wav' \
  --data-binary @recording.wav

curl -X PUT 'UPLOAD_URL_FROM_PREVIOUS_STEP' \
  -H 'Content-Type: video/mp4' \
  --data-binary @screen_recording.mp4

curl -X PUT 'UPLOAD_URL_FROM_PREVIOUS_STEP' \
  -H 'Content-Type: video/quicktime' \
  --data-binary @screen_recording.mov

If a transcript was not provided in the initial call creation request, the call is processed after the media file is uploaded.

View Results

Calls are added to a processing queue and may not show up in the dashboard immediately. Processing times vary based on current queue load.

Once the call is processed, it will be listed in the Live Calls table (in the “Live” tab on the dashboard home page).

Calls under 60 seconds are not shown in this dashboard by default.

After QA processing is complete, click the “View” button to open the call in the dashboard.

For a video call, the “Recording” tab on this page plays the uploaded video instead of showing an audio player. Managers and admins see this tab; agents do not.

Questions? Check the API reference for the full endpoint spec.

Getting started

Guides

Select a Product

Send a Call to Reddy

Speaker Separation

Choose the right strategy

When to use each mode

Responses

Audio content type

Sending video instead of audio

What to change on create-call

Supported video MIME types

Upload

Upload the Media File (Optional)

View Results

​Select a Product

​Send a Call to Reddy

​Speaker Separation

​Choose the right strategy

​When to use each mode

​Responses

​Audio content type

​Sending video instead of audio

​What to change on create-call

​Supported video MIME types

​Upload

​Upload the Media File (Optional)

​View Results

Select a Product

Send a Call to Reddy

Speaker Separation

Choose the right strategy

When to use each mode

Responses

Audio content type

Sending video instead of audio

What to change on create-call

Supported video MIME types

Upload

Upload the Media File (Optional)

View Results