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A call reaches your agent through the number attached to it, your agent answers and holds the conversation, and everything that happened is written up afterwards. Understanding the order helps you work out where something went wrong when a call does not go the way you expected.

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From ring to hang up

  1. Someone dials your number. If you forwarded an existing business number, your provider passes the call to Brilo first.
  2. Your agent answers, using the greeting in its instructions.
  3. The caller speaks and your agent replies. It listens while they talk, works out what they want, and answers from its knowledge.
  4. An action runs, if one is needed. Booking, transferring, sending a text. The caller waits a moment while it happens.
  5. The call ends, either because the caller hangs up or because your agent closes it the way your instructions describe.
  6. Brilo writes it up. A written record, a summary, a score, and tags, available in your call history about a minute later.

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What your agent is doing while the caller talks

Your agent listens and speaks in turn, so it can be interrupted, and it notices when the caller starts talking over it. Two settings shape how this feels, both in your agent’s Configure tab: patience, which is how long it waits before assuming the caller has finished, and the tone, which shapes how much it says at a time. Getting these right matters more than most people expect. An impatient agent talks over people, and an over patient one leaves silences that make callers think the line has dropped. See My agent sounds wrong.

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What happens when something goes wrong mid call

  • The caller says nothing. Your agent prompts them, using the idle reminder in Configure.
  • An action fails. The call carries on and your agent says it could not complete the task. What it offers next comes from your instructions.
  • Your agent does not know the answer. It says so, then follows whatever you told it to do: take a message, offer a callback, or transfer.
  • The caller asks for a person. It transfers, if you have set that up. See Pass the call to a person.

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What is saved after the call

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What else you can do here

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FAQ

It picks up promptly, and the part callers notice is not the pickup but the pause before each reply. That is shaped by the patience setting in your agent’s Configure tab, and it is worth judging on a real phone call rather than a browser test.
Yes. Callers talk over agents constantly and yours notices and stops. If it talks over people or cuts them off too early, adjust its patience setting. See My agent sounds wrong.
Calls are recorded and kept in your call history with a written record, so you can listen back. Some places require you to tell callers they are being recorded, which your agent can do at the start of the call. See Telling callers they are recorded.
Your agent prompts them with the idle reminder message set in Configure, rather than waiting in silence. If nothing follows, it closes the call. This is common with mistaken dials and automated systems calling your number.
The conversation continues. A failed action does not end the call: your agent tells the caller it could not complete that task and follows your instructions for what to do next, which is why writing that fallback down matters.
It ends when the caller hangs up, or when the conversation reaches a natural close and your instructions say to wrap up. Telling it what to confirm before hanging up, for example repeating a booking time, is worth doing explicitly.
The call appears in your history immediately, and the summary and score follow about a minute later. That makes it practical to listen to your first live calls as they happen. See Find and listen to a call.