Direct Answer (TL;DR)
Yes. The Brilo AI caller bot can transfer calls to a human using either a cold transfer (direct handoff) or a warm handoff (warm transfer) that delivers context to the receiving person. Brilo AI voice agent call transfer features include Phone Book routing, transfer actions in the call flow, and configurable fallback behavior to handle unanswered transfers.
Why This Question Comes Up (problem context)
Contact centers lose time when callers must repeat details. Teams worry about dropped transfers and misrouted calls. Leaders ask whether the Brilo AI voice agent can both keep callers moving and deliver context to humans so handoffs are seamless. The question also appears when buyers must integrate Brilo AI with existing PBX or contact center routing.
How It Works (High-Level)
The Brilo AI voice agent uses a configured call flow and a transfer action to move a call to a human. Administrators add Phone Book entries or endpoints and attach those to the Brilo AI voice agent. During a live call, the Brilo AI caller bot evaluates transfer conditions such as caller request, intent match, or confidence threshold and then triggers a cold transfer or a warm handoff. Handoff metadata or a short summary can be passed to the receiving endpoint so the human agent has context before pickup.
Guardrails & Boundaries
Brilo AI voice agent capabilities include guardrails that prevent unsafe or uncertain call handling transfers. Administrators set confidence thresholds and clarifying attempts so the Brilo AI voice agent only escalates when appropriate. Guardrails also include restricted topics, retry limits, and voicemail fallback rules. Brilo AI voice agent call transfer features do not guess sensitive facts; when required details are missing, the Brilo AI voice agent prompts for confirmation or escalates per the configured rules.
Applied Examples
A billing queue uses the Brilo AI caller bot to screen calls and perform a warm handoff (warm transfer) when the issue includes charge disputes. The Brilo AI voice agent provides a one to two sentence summary before connecting.
A support line uses a cold transfer (cold handoff) for routine schedule changes, connecting the caller directly to an on-call endpoint.
A sales intake flow uses Phone Book groups and routing tags to route inbound leads to the correct team based on intent and company size captured by the Brilo AI voice agent.
Human Handoff & Escalation
The Brilo AI voice agent supports both human-requested handoffs and programmatic escalations based on intent. For warm handoffs, the Brilo AI voice agent delivers a brief summary or handoff metadata to the receiving agent. The handoff can be audio-first, text-first, or both depending on the endpoint and integration. If the recipient does not answer, the Brilo AI voice agent follows configured fallback options such as voicemail, retry to another recipient, or returning the caller to the Brilo AI voice agent for further handling.
Setup Requirements
To enable transfers, buyers must provide admin access, recipient endpoints, and routing rules. Required items include a Phone Book with valid phone numbers or endpoints, the target Brilo AI voice agent to edit, and defined transfer conditions such as caller asks for human, specific escalation intents, or a confidence threshold. For guidance on call transfer use cases and setup patterns, review Brilo AI’s call transfer use case documentation.
Business Outcomes
Properly configured transfers reduce caller repetition, improve first contact resolution, and speed escalation for complex issues. The Brilo AI voice agent call transfer features increase agent productivity by delivering context and suggested routing. Teams see fewer dropped transfers and faster time to resolution when warm handoffs and fallback rules are applied consistently.
Next Step
Review Brilo AI caller bot setup recommendations for uncertain-call handling and fallback rules before deploying transfers. Brilo AI's guide on call handling explains recommended confidence thresholds and retry behavior. If you need assistance for deploying call transfers, schedule a call with us today!