Direct Answer (TL;DR)
Yes. Brilo AI supports an After‑Hours Customised Script so the Brilo AI voice agent uses a different conversation script when your business is closed. You can configure time‑based routing to launch a separate dialogue, change prompts, limit data collection, and surface different escalation rules for nights, weekends, or holidays. The After‑Hours Customised Script can include different triage questions, callback scheduling, and instructions for urgent escalation to on‑call staff.
Can Brilo AI switch scripts after hours? — Yes. Brilo AI can be configured to switch to an after‑hours script based on your business hours settings.
Does Brilo AI use a separate after‑hours conversation flow? — Yes. You can provide a distinct after‑hours conversation flow that Brilo AI will run when business hours are outside the call time.
How do I activate an after‑hours script for Brilo AI? — Configure your business hours and attach the After‑Hours Customised Script in Brilo AI’s routing rules or schedule settings.
Why This Question Comes Up (problem context)
Buyers ask about after‑hours scripts because different caller expectations and legal risks arise outside staffed hours. Enterprise teams need to control what the voice agent asks, what data it collects, and how urgent calls are escalated after hours. For regulated sectors such as healthcare and banking, teams want to reduce unnecessary human interruptions while preserving safety and auditability. Brilo AI’s After‑Hours Customised Script addresses those operational and compliance concerns by separating daytime and after‑hours behaviors.
How It Works (High-Level)
When enabled, Brilo AI evaluates the incoming call time against your configured business hours and routing schedules. If the call falls outside business hours, Brilo AI routes the call into the After‑Hours Customised Script, which can present different greetings, limit conversational branches, offer callback windows, or escalate urgent issues.
In Brilo AI, business hours routing is the logic that determines which script or workflow runs based on the call time. The After‑Hours Customised Script is a distinct conversation flow that replaces your primary script when calls arrive outside defined business hours.
Typical workflow behavior:
Evaluate call timestamp against your business hours schedule.
Launch the after‑hours script if outside business hours.
Execute triage questions, schedule callbacks, or mark high‑priority issues for immediate escalation.
Log the call and produce a summary for your team.
Guardrails & Boundaries
Brilo AI’s After‑Hours Customised Script should be scoped to minimize risk and avoid unintended actions outside staffed hours. Recommended guardrails include:
Limit sensitive data collection and confirm consent before recording or storing information.
Disable workflows that would perform financial authorizations or policy changes after hours unless explicitly approved.
Define explicit escalation triggers (e.g., “severe” keywords, caller request for immediate human support) to route to on‑call staff or open a priority ticket.
Set maximum automation depth so after‑hours conversations do not attempt multi‑step account changes without human verification.
In Brilo AI, an escalation rule is a configured condition that forces a handoff or alert when specific words, intents, or caller conditions occur.
Applied Examples
Healthcare example:
A clinic uses a Brilo AI After‑Hours Customised Script to answer appointment requests after closing. The script triages symptoms, offers next‑day slots, and flags potential emergencies for immediate callback by on‑call nursing staff. The agent avoids collecting clinical details beyond triage‑level information until a human is available.
Banking / Financial services example:
A bank uses Brilo AI’s after‑hours script to let callers report lost cards, place a temporary hold, and schedule a callback with a fraud specialist. The script confirms identity only to a safe degree and queues high‑risk cases for 24/7 fraud ops escalation.
Insurance example:
An insurer deploys an After‑Hours Customised Script that gathers incident basics, offers claim intake windows, and opens a priority claim when a caller reports an emergency loss. Non‑urgent claims are scheduled for business‑hour follow‑up.
Human Handoff & Escalation
Brilo AI voice agent workflows can hand off to a human or another workflow when configured. Common handoff mechanisms include:
Immediate warm transfer to an on‑call number (when a live agent is available).
Create a priority ticket and notify on‑call staff via your configured notification channel.
Schedule a guaranteed callback window and provide the caller with a confirmation code.
Route to a minimal emergency script that collects only the information needed to determine immediate risk.
Handoffs are controlled by escalation rules and routing policies you configure; Brilo AI will follow those rules precisely to avoid unintended transfers during after‑hours periods.
Setup Requirements
Define business hours: Specify your regular business hours and holiday exceptions for Brilo AI to reference.
Prepare an after‑hours script: Draft the alternate conversation script, including greetings, triage questions, callback options, and escalation triggers.
Configure routing rules: Attach the After‑Hours Customised Script to the outside‑hours condition in Brilo AI’s routing or schedule settings.
Provide integrations: Connect your CRM, ticketing system, or webhook endpoint so Brilo AI can log calls and create escalation items. See your integration guide for specifics: Brilo AI Applied Epic integration.
Test scenarios: Run test calls for after‑hours, urgent escalation, and callback scheduling to validate behavior and logs.
Deploy and monitor: Enable the after‑hours script in production and review call summaries and metrics periodically.
Business Outcomes
Implementing a Brilo AI After‑Hours Customised Script typically yields clearer caller experiences after hours, fewer missed urgent issues, and fewer unnecessary wake‑ups for on‑call staff. Operational benefits include consistent triage, better callback scheduling, and improved tracking of overnight interactions. In regulated contexts, well‑scoped after‑hours scripts reduce the likelihood of improper data collection and provide auditable escalation trails.
FAQs
Can I have multiple after-hours scripts for different locations?
Yes. Brilo AI supports location‑specific routing and scripts so each site can use a distinct After‑Hours Customised Script tied to its business hours and local escalation contacts.
Will Brilo AI record after-hours calls by default?
Recording behavior follows your Brilo AI account settings and regional laws. Configure recording permissions explicitly and limit sensitive data capture in your after‑hours script.
How quickly can I change the after-hours script?
You can update the after‑hours script in Brilo AI and deploy changes according to your release process. Test edits in a staging environment before production rollout to avoid service interruptions.
Can the after-hours script schedule callbacks into business hours?
Yes. Brilo AI can offer callback slots and schedule them into your team’s available business hours, confirming dates and times with callers.
What happens if an urgent call arrives and no on-call agent answers?
If configured, Brilo AI will follow escalation rules: create a priority ticket, send notifications to the on‑call roster, and record the caller’s request for first‑response follow‑up.
Next Step
Next steps: prepare your after‑hours conversation draft, confirm your business hours and escalation contacts, and schedule a test deployment with Brilo AI support.