Direct Answer (TL;DR)
Yes. The Brilo AI caller bot supports customizable safety boundaries so admins can control what an agent may say or do. Brilo AI voice agent capabilities let you add blocked words and regular expressions, restrict topics, enforce mandatory disclosures, set confidence thresholds (confidence threshold), and choose fallback responses or immediate handoff to humans (handoff) when rules trigger.
Why This Question Comes Up (problem context)
Teams need predictable, auditable behavior from Brilo AI voice agents when calls touch regulated topics. Without safety boundaries, a Brilo AI voice agent could provide inconsistent phrasing, disclose restricted information, or attempt actions that require human approval. Product owners ask how to lock down language, flag sensitive requests, and route at-risk calls to a person.
How It Works (High-Level)
Brilo AI voice agent safety settings are applied per agent through the agent configuration. During a call, the AI caller bot evaluates incoming speech against configured rules and the agent persona or prompt. If a safety rule matches, the Brilo AI voice agent follows the configured fallback policy or triggers an escalation path. Brilo AI voice agent call handling also uses session limits (session limits) and confidence thresholds to avoid drift and unsafe decisions.
Guardrails & Boundaries
Brilo AI voice agent guardrails and performance are configurable rules that limit behavior. Common guardrails include:
Blocked words and patterns. Add exact phrases or regular expressions (regex) so the Brilo AI voice agent will not speak or repeat them.
Allowed topics and disallowed topics. Define topic scopes so the Brilo AI voice agent only handles approved subjects.
Mandatory phrases in outbound messages. Require compliance wording or disclosures within the Brilo AI voice agent persona (persona / prompt).
Confidence thresholds. Set thresholds so the Brilo AI voice agent asks clarifying questions or initiates handoff when intent detection is uncertain (intent detection).
Session and memory controls. Limit session length and manage call recordings (call recordings) and memory policy to meet privacy needs.
Action restrictions. Block high risk operations unless a human authorizes them.
Applied Examples
A billing Brilo AI voice agent blocks financial advice phrases and routes any request containing account closure language to a human queue.
A support Brilo AI voice agent enforces mandatory privacy disclosures at the start of calls and uses a short fallback script when the call contains restricted medical terms.
A sales Brilo AI voice agent omits pricing commitments by blocking pricing phrases and captures lead details for a human follow up.
Human Handoff & Escalation
When a safety boundary triggers, Brilo AI voice agent behavior follows the configured escalation path. Options include:
Provide a safe canned reply and flag the conversation for review (fallback).
Pause and prompt the caller for clarification before escalating.
Immediately transfer the call to a human target such as a phone queue, agent pool, or voicemail (handoff).
Brilo AI voice agent handoffs can include a short summary of captured context and the rules that triggered the transfer. Verify routing targets and telephony integration to ensure the handoff completes successfully.
Setup Requirements
To configure safety boundaries for a Brilo AI voice agent you will typically provide:
Admin access to the Brilo AI dashboard and the agent you will edit.
A list of blocked words, phrases, and regex patterns.
Defined allowed and disallowed topic lists and any mandatory disclosure text.
Desired fallback behavior and handoff targets (queues, users, or numbers).
A test number or sandbox environment and test cases that include edge phrases and synonyms.
An escalation mapping and compliance signoff if required by your organization.
For persona-level controls, see how an AI stays consistent across calls.
Business Outcomes
Custom safety boundaries for the AI caller bot reduce compliance risk and provide repeatable, auditable responses. Teams see fewer inappropriate escalations and more accurate routing to humans for edge cases. Brilo AI voice agent capabilities also improve caller experience by returning predictable fallback responses and reducing costly remediation from misstatements.
Next Step
Review Brilo AI guidance on operational guardrails and scaling to validate routing and handoff capacity before production rollout. Use the Brilo AI testing and run history tools to validate triggers and log behavior. For assistance in customizing AI caller bots, book a call with our team today.