Direct Answer (TL;DR)
The Brilo AI voice agent shares a configurable set of caller context during a transfer through ContextShare. For a context-first handoff, the Brilo AI voice agent can pass a brief context summary, extracted tags or attributes, and optionally a transcript or post-call summary before connecting the human (warm transfer). If you choose not to share context, the best AI phone call agent routes the call without AI-provided metadata (cold transfer).
Why This Question Comes Up (problem context)
Operations and support leaders want callers to avoid repeating details when an AI-handled interaction needs human attention. Teams worry about lost information, repeated verification, and poor caller experience when transfers create new sessions or drop context. The Brilo AI voice agent ContextShare capability is used to preserve conversation state and reduce friction during handoffs.
How It Works (High-Level)
The Brilo AI voice agent captures intent and structured details during the call. When a transfer is triggered, the Brilo AI voice agent follows configured routing rules and the chosen handoff mode. For the best context-first handoff, the AI phone agent delivers a short briefing and selected metadata to the receiving human before joining the caller (warm transfer). For a route-only handoff, the Brilo AI voice agent connects the call without passing AI-captured data (cold transfer). Session join (same-room) behavior is available so the agent joins the live call rather than starting a separate session.
Guardrails & Boundaries
Guardrails control what the Brilo AI voice agent may share. Typical guardrails include confidence thresholds for escalation, topic restrictions for sensitive or regulated content, and PII redaction rules. The Brilo AI voice agent will not forward information that exceeds configured privacy settings. Administrators define which extracted attributes and tags travel with transfers and whether transcripts or summaries are included.
Applied Examples
A billing queue receives a warm transfer where the Brilo AI voice agent passes payment intent, account ID, and a short summary of the caller’s issue so the agent can resolve billing without repeating validation.
A sales intake flow uses the Brilo AI voice agent to collect company size, interest level, and timeframe, then passes those extracted attributes to the appropriate rep during the warm transfer.
A support escalation uses a cold transfer when the Brilo AI voice agent must route to a specialist but policy prevents sharing detailed conversation history.
Human Handoff & Escalation
The Brilo AI voice agent supports both immediate joins and brief-first handoffs. With brief-first handoffs the Brilo AI voice agent delivers a short context message and structured metadata to the agent before the caller is connected. Escalation rules determine when AI doesn't understand the caller, for example when confidence is low or a restricted topic is detected. The AI phone call agent can include a summary, transcript, or extracted call tags so the human receives the best of what the caller said and what was already attempted.
Setup Requirements
To configure ContextShare, administrators supply routing and transfer settings, approved knowledge for summaries, and mapping for extracted attributes or call tags. You must enable the platform’s Call transfer feature and confirm permission to change transfer and analytics settings. Decide which data types to include: transcripts, post-call summaries, SMS/email shares, or custom attributes. For the best routing, provide a Phone book and routing rules that the phone call agent uses to select recipients.
Business Outcomes
Passing context with the Brilo AI voice agent reduces caller repetition and average handle time. Agents start with structured intent and extracted attributes so fewer verification steps are required. Warm transfers improve first-contact resolution by delivering the right information to the right agent. Cold transfers keep routing simple when sharing data is not permitted or needed, which supports privacy and regulatory boundaries.
Next Step
Review the Brilo AI help and implementation pages to map the attributes you want shared and to test warm vs cold transfer behavior in your environment. For detailed setup assistance on your AI phone call agent, book a call with our team for best support.