Protocols

A protocol is a rule that tells your agents how to act on a type of request: when it applies, what instructions to follow, how far they can go, and what needs approval. Juryo picks one protocol per conversation automatically: when two match, the more specific one wins, and there is always one marked Default acting as fallback.

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The four sections

1. When — the condition the router evaluates, in free text (e.g. “the client asks about their matter’s status”).
2. How — the instructions to the agent, written in second person.
3. Limits — autonomy, on three rungs:
   • Informs only — answers with the firm’s knowledge; never closes the request.
   • Resolves with approval — proposes closing; a lawyer approves before it takes effect.
   • Resolves on its own — handles and closes without a human step. Plus the Can hand off to a person toggle with its target: Assigned lawyer, Firm owner, or a specific team member.
4. Approvals — which actions need a colleague’s sign-off:
   • Off — no extra control.
   • Observe first — actions still run, but each one that would have required approval is logged: measure the impact before enforcing.
   • Require approval — protected actions are blocked until someone at the firm authorizes them. Protected actions are ticked on a list — for example, Start an outbound phone call.

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Attach and fine-tune

• Attached to these agents — choose which agents the protocol applies to.
• Advanced → Tone — the communication style (e.g. “Warm, concise, professional”).
• Set as default — makes it the general fallback.
• Delete protocol — conversations using it fall back to the default.