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OlivIA can answer inbound calls to run a triage questionnaire. When a patient calls an enabled number, OlivIA identifies the protocol linked to that number and runs the triage.

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How it is enabled

Unlike follow-up, triage is not created from the API: it is enabled by linking a phone number to a protocol. That link (the inbound SIP trunk) is set up with the Omniloy team. As an integrator, the flow is:
  1. Design the triage protocol —questionnaire and conversational flow— like any other protocol.
  2. Ask the Omniloy team to link the number(s) to that protocol.
  3. Receive the results through webhooks and the read endpoints, just like follow-up.

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How the call is resolved

The number the patient dials determines the protocol: each inbound number is linked to a protocol, and OlivIA starts the voice session running its triage questionnaire. You don’t need to pass any identifier from your system.

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How results arrive

Each triage call produces a protocol run you can read with the same endpoints in Results. Triage calls are marked with call_direction: "inbound". You can also subscribe webhooks (session.start, question.answered, run.status_changed, call.transferred) to react in real time.
A single protocol can serve both follow-up (outbound) and triage (inbound) if it is configured for both channels.