Direct Answer (TL;DR)
Brilo AI Call Recording can capture audio from inbound and outbound voice agent calls, produce optional transcripts, and store recordings under configurable retention rules. Call recording, transcript generation, storage encryption, and delivery (for example to a webhook or CRM) can be enabled or disabled per workflow; Brilo AI records are accessible for review, quality, and auditing when your account and workflow are configured to allow it. Recording consent capture, retention windows, and secure delivery must be configured during setup to meet your organization’s compliance needs.
Can Brilo AI record calls? — Yes. Brilo AI Call Recording can capture and store audio and generate transcripts when enabled.
How are recordings delivered? — Recordings can be retained in Brilo AI and forwarded to your webhook endpoint or CRM (for example HubSpot) when configured.
Is call transcription available? — Yes. Brilo AI can produce call transcripts alongside audio recordings for search, QA, and audit.
Why This Question Comes Up (problem context)
Buyers ask about Call Recording because recorded conversations are central to audit trails, dispute resolution, clinical documentation, and regulatory oversight in healthcare, banking, and insurance. Enterprises need to know how Brilo AI handles audio capture, where files are stored, how long they are kept, and what controls exist for consent, redaction, and export. Decision-makers also evaluate recording behavior for risk (e.g., PCI or PHI exposure) and integration with downstream systems like CRMs and case management tools.
How It Works (High-Level)
When Call Recording is enabled for a Brilo AI voice agent, Brilo AI captures the audio stream for the configured calls, stores the audio file, and may run optional speech-to-text to create a transcript for indexing and search. Recording behavior is controlled at the workflow level: you choose which call flows are recorded, whether transcripts are generated, how long media are retained, and where exports are sent (webhook or CRM).
In Brilo AI, Call recording is the process by which the system captures and persists the audio of a voice agent call.
In Brilo AI, Call transcript is the text output produced from recorded audio used for search, analytics, and audit.
Related technical terms: call transcript, recording retention, storage encryption, webhook delivery, consent capture.
Guardrails & Boundaries
Brilo AI enforces guardrails at the workflow and account level to reduce risk. By default, recording is off until explicitly enabled for a voice agent or routing rule. When enabled, Brilo AI can be configured to:
Require explicit consent prompts before recording begins (consent capture).
Redact or omit sensitive fields from transcripts when configured (transcript redaction).
Limit retention via configurable retention windows (recording retention).
Brilo AI is not a legal validator — customers remain responsible for meeting jurisdictional consent and regulatory requirements (for example HIPAA-related controls in healthcare or TCPA requirements in telemarketing). Ensure your legal and security teams agree on consent language, retention policies, and export controls before enabling recording.
Applied Examples
Healthcare: A clinic uses Brilo AI Call Recording to record patient appointment calls, generate transcripts, and attach the audio to the patient case in the EHR intake workflow. Recording is enabled only for non-clinical intake calls and consent is captured verbally and logged. (Do not interpret this as Brilo AI providing legal HIPAA certification; verify your legal controls and contract terms.)
Banking: A bank uses Brilo AI Call Recording to capture loan inquiry calls, create searchable transcripts for underwriting review, and forward recordings to a secured review queue in the bank’s case management system.
Insurance: An insurer records claims intake calls with Brilo AI, attaches transcripts to claim files, and applies retention rules that align with internal audit policy.
Technical terms present in these examples include recording retention, transcript redaction, consent capture, and webhook delivery.
Human Handoff & Escalation
Brilo AI voice agent workflows can hand off a recorded call to a live agent, create a ticket, or route the caller to another workflow while preserving the recording and transcript. Typical patterns:
Warm handoff: Brilo AI places a recorded call on hold and transfers to a live agent, and the recording session either stops or continues based on workflow settings.
Escalation ticket: On intent detection (for example “speak to an agent”), Brilo AI creates a ticket and attaches the recording and transcript to the ticket for agent review.
Handoffs preserve metadata (call ID, timestamp, transcript) so human agents see conversation context. Configure whether the pre-handoff portion remains accessible and whether post-handoff recording continues.
Setup Requirements
Enable Call Recording in your Brilo AI workflow configuration and select the call flows to record.
Define consent prompts and update voice scripts to capture caller permission before recording starts.
Configure retention: set retention windows and retention policies for audio and transcript files.
Choose delivery: provide your webhook endpoint or select your CRM (for example HubSpot) to receive recordings and transcripts.
Provision access controls: assign who in your organization can access recordings and transcripts in Brilo AI.
Test end-to-end: place test calls, verify consent capture, confirm audio quality, and validate transcript accuracy.
If you plan to forward recordings to a CRM or inbound system, provide API/webhook endpoints and the account-level credentials your security team requires.
Business Outcomes
Improved auditability: recorded calls and transcripts create a reliable audit trail for disputes and regulatory review.
Faster case resolution: searchable transcripts speed agent review and reduce time to resolution.
Operational quality: supervisors can review recorded interactions for coaching and process improvement.
Brilo AI Call Recording supports these outcomes when recordings, retention, and access controls are configured to your organizational policies.
FAQs
Can I turn Call Recording on or off for specific campaigns or call flows?
Yes. Brilo AI records at the workflow level so you can enable or disable recording for particular call flows, campaigns, or agent queues.
How long does Brilo AI keep recordings and transcripts?
Retention is configurable per account or workflow. Set retention windows that match your internal policy; after the window expires files are deleted according to your retention rules.
Can I get transcripts alongside audio recordings?
Yes. Brilo AI can generate call transcripts as part of the recording pipeline for search, analytics, and quality review. You can choose to store transcripts with the audio or only export them to your systems.
Does Brilo AI automatically capture caller consent?
Brilo AI can prompt for and log verbal consent before recording starts when you enable consent capture in the workflow. You must define the consent wording and placement in the voice script.
How do I export recordings to our CRM or archive?
Configure webhook delivery or CRM integration in the workflow settings and provide the destination endpoint or CRM connector credentials. Exports can be automated after call completion.
Next Step
Contact Brilo AI Support or your Brilo AI account representative to review recording options and consent language for your industry.
Prepare your webhook endpoint or CRM integration (for example HubSpot) and gather required API credentials for export.
Schedule a technical setup call with Brilo AI to test recording, transcript delivery, and retention settings in a staging environment.