Brilo AI accepts call recordings and transcripts through secure, production-ready transfer methods so our voice agents can transcribe, analyze, and attach call artifacts to your workflows. Provide raw audio files (common formats like WAV/MP3) or machine transcripts via secure upload, webhook, or your CRM integration; Brilo AI then links the files to call metadata and applies transcript processing (redaction, indexing, and speech analytics) when configured. Before sending files, confirm file naming, caller metadata, and any required PII handling rules with your Brilo AI onboarding engineer.

How do I send recordings to Brilo AI? — Use secure upload, a webhook endpoint, or an approved CRM integration and include call metadata.

Can I push transcripts instead of audio? — Yes; Brilo AI accepts pre-generated transcripts and will index them alongside audio when provided.

Do I need to redact files first? — You can pre-redact sensitive data, or have Brilo AI apply configured redaction rules after upload.

Enterprises ask how to deliver call recordings and transcripts because recordings contain sensitive customer data, and integrations must match security, metadata, and workflow requirements. For healthcare, banking, and insurance teams, the method you choose affects retention, audit trails, transcription accuracy, and how Brilo AI routes or annotates calls in your CRM. Clear guidance reduces ingestion errors, speeds onboarding, and ensures transcripts are searchable and mapped to the right customer record.

When you provide call recordings and transcripts, Brilo AI ingests them into the platform and links each file to the associated call session using identifiers you supply (call ID, timestamp, phone number, or CRM record ID). Brilo AI then runs transcript normalization, speaker separation when available, and optional post-processing such as PII redaction and sentiment tags.

In Brilo AI, a call recording is the original audio file attached to a call session, and a transcript is the text output produced by speech-to-text or provided by your systems.

In Brilo AI, call recording is the original audio file tied to a call session and stored or referenced for analysis.

In Brilo AI, transcript is the time-stamped text representation of speech that Brilo AI indexes and uses for intent detection and quality checks.

In Brilo AI, metadata is the structured data (call ID, agent ID, CRM record) that Brilo AI uses to map recordings and transcripts into workflows.

For examples of how Brilo AI uses transcripts and analytics during conversations, see Brilo’s overview of voice agent capabilities in our resources page: Brilo AI voice agent and call analysis overview.

Brilo AI applies configurable guardrails to prevent misuse of recordings and to control what automated workflows may do with transcripts. Brilo AI should not be used as your sole long-term archive unless agreed during onboarding; instead, deliver files to your secure storage or provide pointers (URLs) that Brilo AI can access. Brilo AI will not automatically expose raw audio or transcripts to external parties; access and retention are controlled by your tenancy and role-based permissions.

In Brilo AI, redaction is a configurable post-processing step that removes or masks PII in transcripts and is applied only when enabled and configured by your team.

Brilo AI will only process files that match the naming and metadata schema you agree on during setup; mismatched files will be flagged and held for review.

Brilo AI supports handoff patterns that escalate a call or transcript to a human reviewer or specialist. When transcript analysis detects predefined triggers (escalation intent, high negative sentiment, or regulatory keywords), Brilo AI can:

Handoff behavior is defined in your routing rules and is driven by the metadata and trigger conditions you configure during onboarding.

Providing clean, well‑mapped call recordings and transcripts to Brilo AI reduces manual review time, improves transcript accuracy, and accelerates automated fields population in your CRM or claims systems. That results in faster case routing, more reliable audit trails, and clearer triggers for human escalation. Outcomes are operational: higher first-contact resolution for scripted flows, fewer manual tagging tasks, and more consistent data for downstream analytics.

What file formats does Brilo AI accept?

Brilo AI ingests common audio formats (for example, WAV and MP3) and machine-readable transcript files (JSON or plain text with timestamps). Confirm exact codec and file-size limits with your onboarding engineer.

Can I send transcripts without audio?

Yes. Brilo AI will accept transcripts alone and index them for search and intent detection. However, providing audio enables speaker diarization and accuracy checks.

Should I redact sensitive data before sending files?

You can pre-redact files, or have Brilo AI apply configured redaction rules after ingestion. Decide during onboarding which approach fits your security posture and record-retention needs.

How long does Brilo AI keep recordings and transcripts?

Retention is configurable per account and is governed by your onboarding agreement and data retention settings; discuss required retention periods with your Brilo AI onboarding engineer.

What metadata is required to match a transcript to a CRM record?

At minimum, provide a unique call identifier, timestamp, and the CRM record ID or phone number so Brilo AI can reliably map the transcript to the correct record.