Direct Answer (TL;DR)
Brilo AI Call Recording captures audio from voice agent interactions and makes post-call artifacts available for review, quality checks, and CRM logging when the feature is enabled and configured. Recorded audio is paired with an automated transcription and call log so teams can search, audit, and coach from the same record. Call recording, transcription, audio capture, call logging, and call analytics are all part of the post-call review workflow Brilo AI provides when you opt into recording. Review permissions and retention are controlled through your Brilo AI admin settings and your downstream storage or CRM.
Are Brilo AI calls recorded for QA review? — Yes. When Call Recording is enabled, Brilo AI stores the audio and associated transcript for review according to your account settings.
Do Brilo AI voice agents keep transcriptions after calls? — Yes. Brilo AI creates a post-call transcription (call transcript) alongside the recording when recording is active.
Can I turn Brilo AI call recording off? — Yes. Recording can be enabled or disabled per-flow or per-phone number in Brilo AI configuration to meet policy needs.
How long does Brilo AI keep recordings? — Retention is set by your Brilo AI account settings and any connected storage or CRM; configure retention to match your internal policy.
Why This Question Comes Up (problem context)
Enterprises ask about Call Recording because voice interactions often contain sensitive customer data and are used for compliance, quality assurance, and dispute resolution. Procurement, legal, and operations teams need clarity on what Brilo AI records, how those recordings are stored, how access is controlled, and how transcripts and call logs integrate with existing systems. Buyers also want to know whether recordings can be restricted by workflow, how to redact or limit retention, and how recordings feed into analytics and CRM workflows.
How It Works (High-Level)
When Call Recording is enabled in Brilo AI, the system captures the agent-caller audio stream and generates a time-stamped transcript and call log after the interaction completes. The typical Brilo AI workflow is:
Brilo AI answers the call and runs the configured voice agent flow.
If recording is enabled for that flow or phone number, Brilo AI records the audio and creates a post-call transcript.
Brilo AI attaches the recording and transcript to the call record and, when configured, pushes metadata to your CRM or storage.
In Brilo AI, call recording is an account-level or flow-level setting that determines whether audio is captured for each voice agent interaction.
In Brilo AI, call transcript is the automated text output produced from a recorded audio stream used for search, QA, and CRM logging.
In Brilo AI, call log is the structured metadata (timestamps, intents, disposition) that accompanies a recording and transcript.
For a broader overview of how Brilo AI analyzes and surfaces post-call insights, see the Brilo AI call analysis resource: Brilo AI What Is AI Call Analysis: How It Works and Key Benefits.
Guardrails & Boundaries
Brilo AI enforces operational guardrails so recordings are used safely and predictably:
Recording must be explicitly enabled per voice agent flow or phone number; Brilo AI does not record without configuration.
Brilo AI will not override your retention policy; retention and deletion schedules should be set in Brilo AI or in your connected storage.
Access to recordings and transcripts is controlled by Brilo AI user roles and permissions; restrict access to reviewers only.
Brilo AI is not a substitute for legal advice—do not assume recordings satisfy regulatory obligations without your compliance review.
In Brilo AI, recording retention policy is the configurable rule that defines how long audio and transcripts are stored before deletion. For details on how Brilo AI adapts agent behavior and safety controls, review the Brilo AI self‑learning agent overview: Brilo AI Self-Learning AI Voice Agents.
Applied Examples
Healthcare: A hospital uses Brilo AI Call Recording to capture caller intent on appointment scheduling flows so clinical coordinators can review transcripts for missed triage needs. Recordings are restricted to a small QA team and are deleted per the hospital’s retention policy set in Brilo AI.
Banking: A retail bank enables Brilo AI call recording for dispute intake flows. Recorded audio and transcripts are attached to the CRM case so investigators can replay customer statements when validating claims.
Insurance: An insurer records initial claim calls routed to a Brilo AI voice agent; transcripts are used to auto-populate claim metadata, while recorded audio is retained for audit and fraud detection by the claims team.
Human Handoff & Escalation
Brilo AI voice agent workflows can escalate or hand off in several ways when recordings are enabled:
Immediate warm transfer: Brilo AI can transfer the live call to a human agent while continuing or pausing the recording per flow configuration.
Post-call review handoff: After a call, Brilo AI attaches the recording and transcript to the case in your CRM and signals a human reviewer via task or webhook.
Escalation triggers: If the voice agent detects high-risk phrases or low-confidence intent, Brilo AI can route the call to a human and create an escalation ticket with the recording link and transcript attached.
Setup Requirements
Enable Call Recording in the Brilo AI admin console for the desired phone number or voice agent flow.
Configure user roles and access controls so only authorized reviewers can access recordings and transcripts.
Provide a storage destination or CRM integration where Brilo AI will attach recordings and call logs (your CRM or your webhook endpoint).
Define retention and deletion rules in your Brilo AI settings to match your policy.
Test a recording flow and validate that the transcript, audio file, and metadata appear in your CRM or storage as expected.
For configuration patterns and examples of how Brilo AI logs calls into CRMs, see the Brilo AI integration pages for common CRMs: Brilo AI Integrate AI Phone & Voice Agents to HubSpot with Brilo and Brilo AI Integrate AI Phone & Voice Agents to Salesforce with Brilo.
Business Outcomes
Consistent QA: Call Recording plus transcripts make it easier to standardize coaching and reduce oversight time for supervisors.
Cleaner CRM data: Brilo AI call logs and transcripts reduce manual note-taking and improve case completeness.
Faster dispute resolution: Recordings provide an auditable trail that speeds investigation and reduces resolution time.
Measured improvements: Use call analytics and transcripts to identify common failure points in voice flows and prioritize targeted updates.
FAQs
Are all Brilo AI calls recorded by default?
No. Call Recording is disabled by default and must be enabled per phone number or voice agent flow in your Brilo AI account.
Can I store Brilo AI recordings in my own cloud storage or CRM?
Yes. Brilo AI can push recordings, transcripts, and metadata to your CRM or to a configured webhook endpoint so you can store assets in your chosen system.
Who can access Brilo AI recordings and transcripts?
Access is controlled by Brilo AI user roles and permissions. Admins can restrict access to specific teams or reviewers and should configure role-based access to align with your compliance needs.
Can Brilo AI redact sensitive data in recordings or transcripts?
Brilo AI does not automatically redact by default; you should configure post-processing (in your storage or via webhooks) to redact or remove sensitive fields according to your policy.
How do I turn off recording for a specific flow or number?
Disable Call Recording in the Brilo AI admin console for the target flow or phone number, then test to confirm no audio or transcript artifacts are produced for that route.
Next Step
Review how Brilo AI creates post-call insights and analytics: Brilo AI What Is AI Call Analysis: How It Works and Key Benefits
Configure recording and CRM logging for your team: Brilo AI Integrate AI Phone & Voice Agents to HubSpot with Brilo
Connect recordings and transcripts to your case workflows: Brilo AI Integrate AI Phone & Voice Agents to Salesforce with Brilo
If you need help mapping call recording to your compliance or retention policy, contact your Brilo AI account representative to schedule a configuration review.