Yes — Brilo AI can use your existing phone number with Twilio when Twilio is configured to route calls to Brilo AI’s inbound endpoint or when the number is ported to a carrier that Twilio routes from. Brilo AI does not perform carrier-level porting; instead, Brilo AI receives calls after Twilio forwards or SIP-trunks those calls into Brilo AI’s call handling workflow. To enable this, you or your telecom partner must configure Twilio to forward or SIP-trunk PSTN calls to Brilo AI and provide the routing or SIP credentials Brilo AI requires for inbound call handling.

Can Brilo AI accept an existing Twilio-managed number? Yes — when Twilio routes the calls to Brilo AI’s endpoint.

Can we keep our number and use Brilo AI? Yes — by using call forwarding, SIP trunking, or number porting through Twilio into Brilo AI.

Will Brilo AI move the number for us? No — Brilo AI does not manage carrier port requests; your carrier and Twilio coordinate number porting.

Enterprises already own phone numbers and want to avoid customer disruption when adding Brilo AI voice agents. Buyers ask this to understand ownership, caller ID continuity, legal and compliance implications, and who executes technical steps like porting, SIP setup, or call forwarding.

For regulated sectors such as healthcare and banking, routing and auditability are top concerns—customers want to know whether Brilo AI will preserve call records, call flows, and caller identity while keeping control of the phone number.

Brilo AI receives live calls after a carrier or telephony platform (for example, Twilio) routes the Public Switched Telephone Network (PSTN) traffic to Brilo AI’s inbound interface. Typical options are:

In Brilo AI, inbound call routing is the set of rules that map incoming calls to voice agent workflows and human agents. Call-handling endpoints are the network addresses or credentials Brilo AI uses to accept SIP or webhook calls. Brilo AI’s voice agent call handling supports configurable routing rules, caller ID preservation when available, and scripted handoffs to human agents.

Related technical terms used here include SIP trunking, direct inward dialing (DID), inbound call routing, caller ID, webhook, and PSTN.

Call-source verification is the process Brilo AI uses to confirm the identity of the system sending calls before accepting them into production workflows.

Healthcare example: A clinic wants to keep its published appointment line while adding Brilo AI triage. The clinic configures Twilio to forward inbound calls for the published number to Brilo AI’s SIP endpoint during business hours. Brilo AI gathers symptoms, schedules appointments in the clinic’s scheduling system, and escalates to a nurse for high-risk triage.

Banking / Insurance example: A bank keeps its customer service DID and ports a secondary line to Twilio for AI-assisted IVR. Twilio routes selected inbound calls to Brilo AI for balance inquiries and transactional authentication via preconfigured workflows; calls needing manual review are routed to a human queue with the original caller ID intact.

Note: Do not assume regulatory conformance (for example, HIPAA or SOC 2) based only on routing. Confirm compliance and contractual terms with Brilo AI and your legal/compliance teams before moving protected data.

Brilo AI voice agent workflows can be configured to escalate to a live agent or to a secondary workflow when certain conditions occur (for example, confidence threshold, user request, or authentication failure). Common handoff patterns:

Handoffs require routing targets (your human agents’ phone numbers, SIP endpoints, or contact center queues) to be reachable from Brilo AI’s environment and configured during setup.

If you need assistance mapping these steps into your environment, contact your Brilo AI onboarding representative or technical support during provisioning.

Using your existing phone number with Twilio and Brilo AI reduces customer friction by preserving the caller experience and brand continuity. It enables phased rollouts (route a percentage of calls to Brilo AI), decreases manual handling for routine requests, and improves traceability by centralizing transcripts and call metadata into your CRM.

For healthcare and finance, maintaining the same published number helps reduce customer confusion while enabling AI-assisted automation for repetitive, low-risk tasks.

Will Brilo AI change our caller ID when Twilio forwards calls?

Brilo AI preserves the caller ID that is passed through by Twilio or your carrier. If the carrier or Twilio rewrites caller ID (for example, due to number translation), Brilo AI can only display what is provided by the upstream provider.

Can Brilo AI accept calls if we only set up call forwarding (not porting)?

Yes. Call forwarding that routes inbound PSTN calls to Brilo AI’s SIP or webhook endpoint is a common and supported approach for testing or staged rollouts.

Who is responsible for number porting?

Number porting is handled between your current carrier and the receiving carrier (for example, Twilio) — Brilo AI does not initiate carrier port orders. Brilo AI can advise on the technical routing once porting is complete.

Do I need to change my CRM or integrations when keeping the same number?

You typically must configure Brilo AI to send call data and webhooks to your CRM. Brilo AI will not automatically change your CRM mappings; plan integration configuration as part of setup.

What if we need emergency (E911) support?

Emergency calling and regulatory routing are carrier responsibilities. If your workflow requires emergency routing, coordinate with your carrier and include Brilo AI in the design review to ensure end-to-end behavior is acceptable.