Brilo AI supports a configurable Override workflow so staff can take control of a call when your policies allow it. When Override is enabled, Brilo AI can escalate based on triggers (caller request, repeated low-confidence, keywords) and pass recent transcript, intent, and handoff metadata to the receiving human to prevent repetition. Overrides can be configured as warm transfers, cold transfers, or queued handoffs and are restricted by role, routing rules, and audit logging. Use Override when you need a human to resolve sensitive, regulated, or complex issues that the Brilo AI voice agent cannot complete.

Can an agent take over a live call? — Yes. When enabled, Brilo AI will transfer the call and pass context so the agent can continue without repeating the caller.

Can staff override the AI during an active interaction? — Staff can take control when your Override rules and role permissions are configured in the Brilo AI console.

How do you force a human to the caller? — Configure handoff triggers and transfer routing in Brilo AI so calls matching those conditions are routed to on-call staff.

Enterprises ask about Override because voice automation must balance uptime and self-service with safety and human expertise. Healthcare, banking, and insurance teams need a predictable way for staff to intervene on edge cases, regulatory questions, or upset callers. Buyers also care about auditability, who can claim a call, and whether context is preserved so the customer doesn’t have to repeat sensitive details.

Brilo AI evaluates configured triggers during the call (for example: caller asks for a human, confidence threshold crossed, or a safeguard keyword is detected). When a trigger fires and Override is permitted, Brilo AI follows your routing rules to either warm-transfer the caller to an available agent, queue the caller for the team, or hand off a callback. The system attaches handoff metadata—recent transcript snippets, detected intent, and confidence scores—so the receiving staff member has the context they need.

In Brilo AI, handoff metadata is the structured context (transcript snippets, intent, confidence scores) passed to a human to avoid repeating information.

In Brilo AI, Override is the configured ability for a staff member to take control of a live or queued call from the AI voice agent.

For recommended fallback and transfer behavior, see the Brilo AI guidance on long conversations and escalation patterns: Brilo AI long-conversation and escalation guidance.

Brilo AI enforces guardrails so Override is safe and auditable. Typical controls include role-based permissions (only specified roles can override), confidence thresholds to limit unnecessary handoffs, and required clarifying attempts before escalation. Brilo AI also records handoff events and stores the exchanged metadata for audit and quality review.

In Brilo AI, confidence threshold is the configured minimum intent-confidence level below which the agent will consider escalation or additional clarifying prompts before allowing Override.

Brilo AI should not be configured to allow anonymous or unrestricted overrides; you should limit Override to named users or authenticated agent sessions and enable call-logging and audit trails.

For escalation patterns and decisioning recommendations, review Brilo AI’s guidance on what to do when the AI is unsure: Brilo AI uncertain-call handling and escalation.

Healthcare example: A patient calls with a medication question and asks for a clinician. When Override is enabled, Brilo AI detects the explicit request and routes the call to an on-call nurse, passing the recent transcript so the nurse can continue the conversation without repeated history.

Banking example: A customer reports suspected fraud and triggers a safeguarded keyword. Brilo AI elevates the call immediately, queues the customer for a fraud specialist, and sends the fraud team the call summary and intent so verification can begin faster.

Insurance example: During a claims discussion, the caller becomes unsure about policy limits. After a confidence threshold is crossed, Brilo AI offers to connect to an underwriter; when the caller agrees, the platform performs a warm transfer and attaches the claim details collected so far.

When Override is enabled, handoff workflows typically follow these steps: detect trigger → confirm caller intent (if needed) → choose transfer method (warm transfer, queue, or callback) → attach handoff metadata → complete transfer. Brilo AI can be set to attempt clarifying questions first, then escalate automatically after repeated low-confidence responses.

Staff can accept transfers via your configured contact path (phone, softphone, or queue) and receive the context Brilo AI passed. You should configure routing priorities, on-call schedules, and fallback voicemail or callback flows to avoid dropped calls during handoff.

Properly configured Override reduces caller frustration by avoiding repetition, lowers escalations for routine cases by preserving AI-first handling, and improves resolution for complex or regulated issues by routing to qualified staff. It also creates auditable handoff records that support quality, compliance, and training without requiring you to remove automation from high-volume paths.

Who can use Override?

Only staff with the assigned Override role or permission in your Brilo AI account can take control. Configure roles in the Brilo AI console and restrict by team or user account.

Will the human get the caller’s transcript?

Yes. When configured, Brilo AI attaches recent transcript snippets and the detected intent as handoff metadata so the human can continue the conversation without repeating prior steps.

Can Override be automatic?

Yes. Brilo AI can automatically escalate when predefined triggers occur (low confidence, keywords, caller request). You control whether the escalation is automatic or requires manual confirmation.

Does Override affect recordings or data retention?

Override events and the full call transcript are subject to your Brilo AI recording and data retention settings. Ensure your policies align with internal and regulatory requirements.

What happens if no agents are available?

Brilo AI follows your fallback rules: queue the caller, offer a callback, route to voicemail, or provide extended self-service. Configure these fallback behaviors in routing and escalation settings.