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A protocol defines the agent’s behavior on a call: which questionnaire applies and how it runs the conversation. It is OlivIA’s central unit, for both follow-up (outbound) and triage (inbound).

Versions and publishing

A protocol has versions with a lifecycle: draft → in_review → active → superseded/discarded. Only one version is active at a time; calls always use the active version. Before activation, each version passes a publish validation that checks flow consistency (targets exist, no cycles, decision branches with a guaranteed exit, valid score bands, etc.). A version holds: questions, flow phrases, flow webhooks, and decision nodes, plus version-level catalogs (custom variables, score bands, alert rules, guardrails, system phrases, and scheduling config).

The flow as a graph of nodes

Protocol builder: flow canvas The flow is modeled as a graph of connected nodes. Node types: The path is governed by node order and by conditional rules that decide, at each step, what comes next.

Key limits

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