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Pick what is happening from the table below and it takes you to the page that fixes it. If you are not sure which applies, start with the call itself: open the call in your history and read the written record, which usually shows what went wrong.

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Pick what is happening

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The three checks worth doing first

Whatever the symptom, these three find the cause surprisingly often, and all three take under a minute.
  1. Is the number attached to the agent you think it is? Check the agent’s Deployment tab. Moving numbers between agents is the most common source of confusion.
  2. Are you on a paid plan? The Free plan builds and tests but does not take real calls, and outbound calling and email need paid plans too. See Plans.
  3. Read the call. Open it in your call history. What your agent heard is often not what the caller said, and that changes the diagnosis entirely.

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Before you contact support

Have one specific example ready. A single real call tells us more than a description of the pattern, because the call record holds the reason it ended. Send:
  • The date and time of the call, and the numbers involved.
  • What you expected to happen, and what happened instead.
  • Whether it happens every time or occasionally.
  • Anything you changed just before it started.
Email support@brilo.ai.

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FAQ

Whether the number is attached to that agent in its Deployment tab, and whether you are on a paid plan. Then ring the Brilo number directly: if it answers, the problem is forwarding from your business number rather than the agent.
Email support@brilo.ai with one specific call: its date and time, the numbers involved, what you expected, and what happened. One real example is worth more than a description of the pattern.
The call’s date, time, and numbers, what you expected instead, whether it is every call or occasional, and anything you changed just before it started. That last one solves a surprising share of cases on its own.
Yes. Open the call in your history and read the written record alongside the recording. It shows what your agent heard, what it said, and what it did, which is usually enough to tell a setup problem from a knowledge problem.
Because your Brilo number works and your business number is not forwarding to it. That is a setting at your phone provider rather than in Brilo. See Use your existing number.
If one call misbehaved and the rest are fine, it is almost always the setup or the conversation rather than the platform. If every call has failed since a specific moment, tell support when it started, since that timing is the most useful clue you can give.