> ## Documentation Index > Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt > Use this file to discover all available pages before exploring further. # What your agent can do > An honest list of what a Brilo agent can and cannot do on calls, texts, and email, so you know what to expect before you set it up. A Brilo agent answers calls, texts, and email, and it can do real work during a conversation: book into a calendar, pass the call to a person, send a follow up message, and record what happened. This page lists what it can do today and, just as importantly, what it cannot. ## On a call Your agent handles the whole conversation, from answering to ending the call. | It can | Notes | | --------------------------------------- | --------------------------------------------------------------------- | | Answer incoming calls | On any plan | | Make outgoing calls | Starter and above, one at a time or as a campaign | | Hold several conversations at once | Two on Free, 15 on paid plans. See [Limits](/supported/limits) | | Answer questions from your own material | Uploaded documents, your website, and your FAQs | | Pass the call to a person | Either straight through, or after telling them what the call is about | | Schedule a callback | For when nobody is available now | | Take a message | Written up and available afterwards | | Speak 21 languages | One per agent. See [Supported languages](/supported/languages) | ## Things it can do while talking These are actions, the pieces of work your agent performs mid conversation. | It can | Notes | | --------------------------------------- | -------------------------------------------------------- | | Book into a calendar | Google Calendar | | Send a text or an email during the call | Email needs Pro or above | | Update your CRM | Through the app store or a custom action | | Look something up in your own system | Through a custom action, which needs a developer | | Transfer to a specific person or team | Cold transfer, or a warm transfer with a spoken handover | ## After the call | It can | Notes | | ----------------------------------------- | ------------------------------------------------------ | | Write a summary of the call | Available on the call record and to your other systems | | Keep a written record of the conversation | Searchable afterwards | | Score the call automatically | See [Pulse Score](/reports/pulse-score) | | Tag the call | Manually, or automatically from what happened | | Pull out details you care about | Names, dates, and other information the caller gave | | Send everything to your own systems | Through webhooks, which need a developer | | Trigger an automation | Growth and above | ## What it cannot do Being clear about this is more useful than a longer list of features. * **It cannot take a card payment on a call.** Send a payment link by text instead. * **It cannot clone your voice.** You choose from the voice library. See [Available voices](/supported/voices). * **It cannot switch language mid call**, except with the Multilingual option in India. * **It cannot change its own instructions.** Your agent does what you wrote, and improving it is your edit to make. * **It cannot work out a process you never described.** If you did not tell it what to do when someone asks to cancel, it will improvise, and improvising is where agents go wrong. * **It is not a phone system.** It answers numbers you point at it. It does not replace desk phones, extensions, or your internal call flow. ## What needs a developer Most of Brilo needs no technical help at all. These parts do, usually for about an hour of work: * **Custom actions**, for letting your agent read from or write to your own system. * **Webhooks**, for sending call details to your own systems automatically. * **The API**, if you want to create agents or start calls from your own software. See [Do I need a developer](/start/do-i-need-a-developer) for what to hand over. ## FAQ Yes. Connect Google Calendar and your agent can check what is free and book the appointment during the call, without anyone on your side involved. It can also send the caller a confirmation by text or email. See [Book appointments](/actions/book-appointments). No. Your agent cannot take card details on a call. The usual approach is to have it send a payment link by text during the conversation, which is also safer than reading card numbers aloud. See [Send a text or email](/actions/send-a-text-or-email). Yes, in two ways. A cold transfer puts the caller straight through. A warm transfer tells your colleague what the call is about first, so they pick up already knowing. See [Pass the call to a person](/actions/pass-the-call-to-a-person). Yes, on Starter and above. It can call one person or work through a list as a campaign, and you control the days and times calls go out. Outbound calling is switched off on the Free plan. See [What is a campaign](/campaigns/what-is-a-campaign). Yes, with a custom action, which is the one part of this that needs someone technical. Once built, your agent can look up an order, a booking, or an account balance mid call and tell the caller. See [Build a custom action](/actions/build-a-custom-action). No. Your agent does exactly what its instructions and your uploaded material tell it. It gets better when you listen to calls and change those two things, which is why the first week matters more than the first hour. See [Your first week](/start/your-first-week). Not directly. Your agent can hand a call to a person by transferring it, which is the supported route, but a colleague cannot silently join a call in progress. Set up transfer early: it is the most common thing customers wish they had switched on. ## Related * [How Brilo works](/how-brilo-works) for how the pieces fit together * [What are actions](/actions/what-are-actions) for the things your agent can do mid call * [Supported integrations](/supported/integrations) for what it can connect to * [Limits](/supported/limits) for the numbers behind these capabilities * [Do I need a developer](/start/do-i-need-a-developer) for the parts that need help