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Brilo answers your calls, texts, and email with an agent you set up and teach. There are five ideas to understand, and once you have them the whole product makes sense: your agent, the conversations it handles, what it knows, what it can do, and reaching out first.

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The five pieces

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Your agent, the part that talks

Your agent is the thing your customers speak to. It has a voice, a language, and a set of instructions you write telling it who it is answering for and how to behave. You can have more than one agent. Most businesses start with one that answers everything, then add a second when they want something genuinely different, like a quieter after hours agent or one for a separate location. See What is an agent.

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Knowledge, what your agent knows

Knowledge is the material your agent answers from: your price list, your opening hours, your services, your FAQs, your website. You upload it once and your agent uses it on every call. Knowledge and instructions are different things, and mixing them up is the most common early mistake. Your instructions are how your agent behaves. Knowledge is what it knows. Your prices belong in knowledge, where you can change them without rewriting anything. See What your agent can learn.

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Actions, what your agent can do

An action is a piece of real work your agent performs during a conversation: booking into your calendar, passing the call to a person, sending a text, updating your CRM. Without actions your agent can only talk. With them it can finish the job, which is the difference between “I will pass your message on” and an appointment in your calendar before the caller hangs up. See What are actions.

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Calls and messages, how people reach your agent

Your agent answers a phone number, and it can also answer texts, email, and calls from a button on your website. You attach a number to your agent, either one you buy from Brilo or one you already own. One number can carry several conversations at once, so you do not need extra numbers to handle a busy period. See Limits.

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Campaigns, when you reach out first

Everything above waits for a customer to make contact. A campaign is the reverse: you give Brilo a list of contacts and your agent works through it, calling or texting each one. It is the same agent and the same knowledge, pointed outward. See What is a campaign.

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How the pieces fit together on one call

A customer calls your number at 8pm.
  1. The number you attached sends the call to your agent.
  2. Your agent answers with the greeting in its instructions.
  3. The caller asks what a service costs. Your agent answers from your knowledge.
  4. The caller wants to book. Your agent runs the calendar action, checks what is free, and books it.
  5. The call ends. Brilo writes a summary, scores the call, and can send both to your systems.
Nobody on your team was involved, and in the morning you have a booking and a record of why it happened.

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What Brilo is not

  • It is not a phone system. Brilo answers numbers you point at it. It does not replace desk phones, extensions, or your internal call flow.
  • It does not improve on its own. Your agent does what you wrote and knows what you uploaded. Listening to real calls in the first week is what makes it good.
  • It is not a chatbot bolted to a phone line. Your agent holds a spoken conversation, can be interrupted, and does real work mid call.

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FAQ

Your agent is the thing that talks. An action is a piece of work it can do while talking, like booking an appointment or transferring the call. One agent can have several actions, and an agent with none can only hold a conversation.
Instructions are how your agent behaves: its greeting, its tone, what it should never promise. Knowledge is what it knows: prices, hours, services, policies. Put facts in knowledge so you can update them without rewriting your agent.
Usually not at first. One agent can answer calls, texts, and email, and handle several jobs. Add a second when the behaviour should genuinely differ, for example a different language, a different location, or a quieter after hours style.
Yes, in one specific way: calls to a number can go to one agent while texts to the same number go to another. Two agents cannot both answer calls on the same number. See Assign a number to an agent.
No. Brilo answers the numbers you point at it, whether you buy them from Brilo or forward your existing ones. Your desk phones and internal extensions carry on as they are, and your agent can transfer callers to them.
Your agent can hand a call to a person by transferring it, either straight through or after explaining what the call is about. A colleague cannot silently join a call in progress. See Pass the call to a person.
No. Your agent does not change itself. It gets better when you listen to calls and improve your instructions and your knowledge, which is why the first week matters more than the first hour. See Your first week.