Direct Answer (TL;DR)
Brilo AI can connect to your phone system using a SIP trunk or by routing calls through a cloud phone provider such as OpenPhone. How you connect determines whether Brilo AI receives calls directly on a SIP trunk (for full PSTN termination and direct numbers) or via call forwarding and SIP interconnect from your provider. Connection typically requires SIP credentials or a forwarding phone number, basic routing rules, and a webhook or CRM integration for call metadata and logging. For banks and healthcare teams, Brilo AI voice agent call handling can be configured to preserve call context, record metadata, and escalate to humans when needed.
How can I connect Brilo to OpenPhone? — Use call forwarding or SIP interconnect from OpenPhone and provide Brilo AI with the destination number or SIP details so inbound calls route to the Brilo AI voice agent.
Can Brilo use my SIP trunk? — Yes. Provide Brilo AI with your SIP trunk credentials and preferred call routing (DID mapping and codecs) to enable direct inbound and outbound calling.
Do I need developer work? — Some customers route calls with simple forwarding; others provide SIP credentials and a webhook for deeper CRM and routing automation.
Why This Question Comes Up (problem context)
Enterprises ask this question because phone system architecture affects security, compliance, call quality, and routing behavior. Banking and insurance teams need reliable caller identity and CRM linkage. Healthcare teams need predictable call flows and audit trails. Buyers want to know whether Brilo AI integrates without replacing their PBX or carrier, what networking or SIP credentials are required, and how handoffs to agents will work.
How It Works (High-Level)
SIP trunking: your carrier or PBX routes inbound PSTN numbers (DIDs) to Brilo AI’s SIP endpoint so Brilo AI answers calls directly.
Provider forwarding: a cloud phone provider (for example, OpenPhone) forwards or transfers calls to a Brilo AI number or SIP destination, letting Brilo AI handle conversation and send logs back to your systems.
In Brilo AI, a call routing profile is the set of rules that map incoming numbers and caller attributes to a specific Brilo AI voice agent workflow. A SIP trunk is the network connection details (username, password, SIP proxy, and codecs) that let your carrier hand off calls to Brilo AI. For CRM logging and contact sync, see the Brilo AI HubSpot integration guide for an example of how call metadata is written back to your systems: Brilo AI HubSpot integration guide.
Guardrails & Boundaries
Brilo AI handles conversational automation but should not be treated as a replacement for carrier-level survivability or certified telephony compliance without your carrier and legal validation. Brilo AI will not automatically change your carrier routing or billing; you must authorize SIP credentials or forwarding. Typical guardrails include:
Escalation thresholds for call duration or confidence scores.
Blocking or masking of sensitive fields from call logs where required by policy.
Maximum concurrent channels governed by your Brilo AI plan and your SIP carrier.
In Brilo AI, an escalation rule is the configured condition that forces a handoff to a human agent or supervisor when confidence or intent mapping falls below a threshold. For general questions about inbound calling and supported behaviors, see the Brilo AI FAQ: Brilo AI FAQ.
Applied Examples
Healthcare example:
A clinic forwards its main phone number to Brilo AI. The Brilo AI voice agent verifies the caller, collects appointment details, and updates the scheduling system. If the caller requests a prescription refill or sensitive clinical advice, Brilo AI escalates to a registered nurse or scheduler.
Banking / Financial Services example:
A bank maps specific customer service DIDs to separate Brilo AI routing profiles. The Brilo AI voice agent authenticates callers with known account attributes, logs the call to the CRM, and routes high-risk or complex requests to a human teller.
Insurance example:
An insurer uses SIP trunking so Brilo AI answers claims intake numbers directly, captures claim metadata, and initiates a webhook to claims processing systems; complex claims are escalated to a claims adjuster.
Human Handoff & Escalation
Brilo AI supports multiple handoff patterns:
Warm transfer (consult then transfer) to a live agent extension or external phone number.
Cold transfer (direct transfer) to a human-managed queue or PBX extension.
Callback scheduling where Brilo AI collects caller details and creates a human-initiated outbound call.
When you configure SIP or forwarding, specify the destination numbers or agent endpoints Brilo AI should use for handoffs. Brilo AI can also post an event to your webhook or CRM to notify agents with full call context before the handoff.
Setup Requirements
Gather your SIP credentials or forwarding details: collect SIP username, password, proxy, and preferred codecs if using a SIP trunk, or the forwarding number from OpenPhone if using provider forwarding.
Provide your DID mapping: list phone numbers (DIDs) you want Brilo AI to answer and how they should map to Brilo AI voice agent workflows.
Configure routing on your carrier or cloud phone provider: point your SIP trunk or forwarding rules to the Brilo AI SIP endpoint or destination number.
Supply a webhook endpoint or CRM integration details: give Brilo AI the webhook URL or CRM access information so call metadata and transcripts can be posted.
Define escalation and agent endpoints: list agent extensions, queue numbers, or callback rules for human handoff.
Test calls and confirm audio/codecs: run staged tests to validate call quality, transfer behavior, and metadata logging.
Business Outcomes
Connecting Brilo AI to your phone system lets you automate routine call handling, reduce live-agent load, and keep richer call metadata inside your CRM and workflows. Realistic operational benefits include faster first-answer handling, consistent data capture on every call, and cleaner handoffs to agents for complex requests. Outcomes depend on your existing SIP capacity, routing rules, and the completeness of your CRM/webhook setup.
FAQs
Can Brilo AI work with OpenPhone?
Yes. You can route calls from OpenPhone to Brilo AI either by forwarding the number to a Brilo AI destination or using a SIP interconnect if your provider supports it. Confirm forwarding and caller ID behavior with OpenPhone and validate handoffs with a test call.
Do I need to share SIP credentials or is call forwarding enough?
Call forwarding can be enough for basic routing and faster setup. Sharing SIP trunk credentials enables direct inbound answering, better caller ID control, and potentially higher-fidelity transfers. Choose the approach that meets your security and operational needs.
Will call recordings and transcripts be saved to our systems?
Brilo AI can post call metadata, transcripts, and event data to your webhook or connected CRM so recordings and transcripts are stored per your existing systems and policies. Configure data retention and access controls on your side to meet compliance requirements.
What if I have multiple DIDs and complex routing needs?
Provide a DID-to-workflow mapping during setup and define routing priorities and escalation rules. Brilo AI supports mapping multiple numbers to distinct voice agent profiles and queues.
Next Step
Read Brilo AI’s sector guidance for financial services to understand common deployment patterns: Conversational AI in Financial Services – Use Cases and Benefits.
Review practical setup and feature guidance for phone-based support systems: 10 Must Have Features in an AI Phone Support System for Customer Service.
If you’re ready to plan implementation, schedule an onboarding conversation with Brilo AI support or prepare your SIP credentials and DID mapping for a technical setup call.