What happens in emergency or sensitive situations?

The Brilo AI voice agent can detect emergency or sensitive intents and follow your configured escalation rules so callers receive an appropriate human response. The Brilo AI agent's phone call handling features best support immediate call transfer (cold transfer) or a notified handoff with context (warm transfer) depending on the transfer action you configure.

Operations teams need clarity on how sensitive calls are handled because mishandled safety cases create legal and reputational risk. The Brilo AI voice agent is often the first responder to callers, so admins ask how to ensure calls that mention self-harm, threats, or other safeguarding concerns are routed to trained humans quickly and with context.

The Brilo AI voice agent evaluates caller language using intent detection (natural language understanding) configured in Actions. When a configured trigger fires, the AI phone call agent follows the best transfer rule you set. Transfer rules can perform a cold transfer that connects the caller immediately or a warm transfer that notifies a human and supplies a call summary (handoff metadata) before connection. The Brilo AI voice agent can also ask brief clarifying questions to confirm intent prior to transfer.

Brilo AI voice agent capabilities rely on explicit guardrails set by your team. Typical guardrails include confidence thresholds for intent detection, a small number of clarification attempts, and restricted topics the agent must not attempt to resolve autonomously. The Brilo AI voice agent should not guess required facts in a safety scenario. Brilo AI voice agent call handling features are designed to escalate to a human by default for high-risk intents rather than automatically contacting emergency services. If your organization needs automatic external emergency calls, confirm available integrations and legal implications with Brilo AI Support and your compliance team.

A clinical hotline uses the Brilo AI voice agent to listen for phrases that indicate self-harm and then route the call to an on-call clinician using a Phone book entry (team routing).

A university security team configures a rule where the Brilo AI voice agent flags threats and triggers an immediate cold transfer to campus safety.

A support desk configures the Brilo AI voice agent to ask one short clarifying question before transferring calls that mention violent intent to reduce false positives.

Handoffs are configurable in Brilo AI. For a warm handoff (warm transfer) the Brilo AI voice agent sends a short summary and captured fields to the human recipient before bridging the call. For a cold handoff (cold transfer) the Brilo AI voice agent connects the caller directly to the destination. The best AI phone agent can route calls to a single phone number, voicemail, or a Phone book entry to support rotations and fallback recipients. Include what context the Brilo AI voice agent should extract and pass along, for example caller name, stated concern, and any verification fields.

You must have admin access to configure Brilo AI voice agent Actions and routing rules. Required inputs typically include:

When the Brilo AI voice agent is configured correctly, callers in distress reach trained humans faster and with fewer dropped handoffs. Teams see fewer repeated explanations from callers because the Brilo AI voice agent supplies context to the human responder. Proper rules reduce false positives by enabling short clarifying checks to handle unclear calls and by routing ambiguous cases to humans rather than allowing the agent to act alone.

It is best to review implementation details and test phone call scenarios before deploying your Brilo AI agent live. Start with staged calls, representative phrases, and multiple destination fallbacks. If you need help confirming escalation workflows, book a call with our team today!