Yes. Brilo AI supports Failover Routing so inbound calls are routed to fallback destinations when an AI voice agent or the Brilo AI platform cannot complete a call. Failover Routing can be configured as layered fallback rules that attempt transfers, voicemail capture, notification, and finally carrier-level forwarding or a backup number from the agent’s Phone book. Failover behavior is controlled by the agent’s call transfer settings, priority lists, and the configured handoff rules.

Operations, contact-center, and telecom teams ask about Failover Routing because unanswered calls in healthcare, banking, or insurance create operational risk, compliance exposure, and poor customer experience. Buyers need to know how Brilo AI preserves continuity during platform interruptions, how calls are escalated to humans, and what routing points exist at both the platform and carrier level. Clear failover behavior is critical for shift coverage, high-availability scenarios, and regulated workflows that cannot tolerate dropped or lost calls.

Brilo AI implements Failover Routing as a sequence of routing rules attached to an AI voice agent’s call flow. When the voice agent cannot resolve the call (by design or due to a platform interruption), the platform follows the configured sequence: attempt a human transfer (warm or cold), capture structured caller data and voicemail, notify teams, and—when enabled—rely on carrier-level forwarding to a preconfigured backup number or hunt group.

Failover Routing is the configured sequence of fallback destinations and actions that run when an AI voice agent or the platform cannot complete a call. A warm transfer is a mode where the AI alerts a human agent, passes context, and then connects the caller. The agent’s Phone book stores verified fallback numbers that the system can use as final destinations.

For details on platform-level behavior during outages, see the Brilo AI system outage and fallback article: Brilo AI system outage & failover behavior.

Related technical terms: fallback routing, carrier-level forwarding, SIP trunk reroute, hunt group, warm transfer, cold transfer.

Failover Routing must follow strict guardrails to avoid routing loops, privacy leaks, and misrouted sensitive calls. Brilo AI enforces configuration boundaries such as maximum retry attempts, destination validation, and escalation triggers based on confidence thresholds so the system will not endlessly loop between transfers or expose unredacted transcripts.

A fallback Phone book entry is a verified backup number or hunt group stored in the agent’s Phone book used for carrier-level or platform-level forwarding. Confidence threshold is the configured level at which the AI decides to escalate to a human or trigger failover.

For guidance on configuring transfer rules, retries, and escalation thresholds, review the Brilo AI uncertain-call handling guide: Brilo AI uncertain-call handling guide.

What Brilo AI will not do without explicit configuration:

Healthcare

Banking / Financial services / Insurance

These examples use fallback routing, warm/cold transfer, and voicemail capture to preserve continuity while keeping handoff context intact.

Handoff triggers include explicit caller requests, low confidence detections, specified keywords, elapsed call duration, or failed transfer attempts. During handoff, Brilo AI passes structured metadata (intent labels, transcript snippets, and recent prompts) so the receiving human does not require the caller to repeat key information.

If human availability cannot be reached, the configured Failover Routing path continues to the next destination (voicemail, notification, backup number).

Required inputs from your side:

Configured Failover Routing with Brilo AI reduces abandoned calls and preserves caller context for faster human follow-up. Outcomes typically include:

Does Failover Routing require changes to my carrier or SIP trunk?

Failover Routing can operate at the Brilo AI platform level using verified backup numbers in the Phone book. For carrier-level forwarding or SIP trunk reroutes, coordinate with your carrier to ensure calls are forwarded to your chosen backup destination.

Will Brilo AI record calls during failover for audit or handoff?

Recording behavior follows the agent-level call recording settings you configure. If recordings or transcripts are enabled, the AI will capture the call or summary as configured and include structured context for the human handoff.

Can I use webhooks as a failover destination?

Yes. When configured, Brilo AI can send structured call metadata to your webhook endpoint so external systems can receive failover notifications or trigger alternate workflows.

How do I prevent routing loops during failover?

Configure retry limits, timeout thresholds, and ordered priorities in your Failover Routing rules. Brilo AI recommends testing failover paths and validating that backup numbers do not route back into the same AI agent flow unless intentionally chained.

What triggers an automatic escalation to a human?

Triggers include low confidence scores, caller requests for a human, specific safeguarding keywords, or elapsed call duration configured in the agent’s actions.

If you need help designing a Failover Routing plan for a regulated environment, open a support request or book a technical review with Brilo AI to walk through carrier coordination and test scenarios.