Direct Answer (TL;DR)
The Brilo AI voice agent supports both warm and cold transfers. A warm transfer AI bots to forward caller context and a short summary to the receiving human so the agent can continue without asking the caller to repeat details (context forwarding). A cold transfer simply connects the caller to a human line without passing prior conversation context (direct handoff). Use warm transfers for context-rich escalations and cold transfers for quick connects.
Why This Question Comes Up (problem context)
Teams want to avoid forcing callers to repeat information during escalations. Contact centers also balance speed with agent preparedness. Buyers ask whether the Brilo AI voice agent can deliver the right mix of responsiveness and context to reduce average handle time and improve first contact resolution while protecting sensitive data.
How It Works (High-Level)
The Brilo AI voice agent call handling features follow a configured call flow. When a transfer rule triggers, the Brilo AI voice agent either packages a warm-handoff summary and metadata or performs a cold connect. Warm transfers typically include caller intent, items collected during the call, and open questions so the receiving agent can pick up the conversation. Cold transfers skip packaging and place the caller onto the target destination directly. The AI caller bot's transfer behavior is controlled by call flow settings and routing rules in the Brilo AI console.
Guardrails & Boundaries
Brilo AI voice agent capabilities require explicit guardrails for safe handoffs. Typical guardrails include confidence threshold based escalation, restricted-topic blocking, and PII redaction rules. The Brilo AI caller bot should not forward sensitive fields unless the workspace configuration allows context forwarding of those fields. Failover behavior such as carrier rerouting or SIP trunk backup must be configured to avoid routing loops or dropped calls.
Applied Examples
A billing team uses a warm transfer so the Brilo AI voice agent sends the account number and billing issue summary to the live agent. The human continues without repeating steps.
A support queue uses a cold transfer for urgent operator lines where context is minimal. The Brilo AI voice agent connects the caller to a specific operator number immediately.
A compliance-sensitive workflow uses warm transfer plus automatic ticket creation so the Brilo AI voice agent generates a post-call summary and stores a restricted record in the helpdesk.
Human Handoff & Escalation
Human handoff in Brilo AI is driven by escalation settings. The Brilo AI voice agent can escalate when a caller explicitly requests a person, when confidence scores fall below a threshold, or when the agent detects a restricted subject. During a warm handoff, the Brilo AI voice agent includes a handoff summary, caller intent, and recent prompts so the receiving agent can continue without repeating clarifying questions. Escalation can also trigger alternative actions such as voicemail capture, callback scheduling, or ticket creation.
Setup Requirements
To enable warm and cold transfers, the Brilo AI caller bot requires workspace configuration and admin permissions. Common setup items include:
Admin or agent-edit permissions in the Brilo AI console.
Defining Actions > Call transfer rules and mapping conditions for warm versus cold handoffs.
Valid Phonebook entries and destination phone numbers for each agent or queue.
Confidence thresholds and fallback attempts so the Brilo AI voice agent knows when to escalate.
Integration settings for the agent app or helpdesk so handoff summaries are visible to receiving staff.
Data-retention and PII redaction settings to control what fields the Brilo AI voice agent may forward.
Test phone numbers and scripts to validate warm-transfer summaries and cold connect behavior.
For configuration insights, see how Brilo AI handles uncertain calls.
Business Outcomes
Using Brilo AI voice agent handoff features correctly reduces repetition for callers, improves agent productivity, and increases first contact resolution for complex issues. Warm transfers increase agent readiness by supplying context and can reduce average handle time. Cold transfers keep escalation latency low when context is unnecessary. Properly configured handoffs also reduce handoff friction and support post-call workflows such as ticket creation and analytics.
Next Step
Validate your desired transfer behavior in a test workspace and document the handoff rules before going live. Review the Brilo AI call transfer use case and recommended setup for summaries and agent notifications. If changes require admin access, coordinate with your Brilo AI workspace admin to update Actions > Call transfer rules, phonebook mappings, and PII redaction settings. For more assistance, schedule a call with our team today.