Configuring Your Eliza Agent Platform Settings

Overview

This article guides you through the initial setup and key configurations for your Eliza Agent Platform. Proper configuration ensures your team can efficiently manage conversations directly from your CRM.

Adding a New Location

To begin using Eliza, you must first link a location from your CRM.

1. Navigate to Settings > Locations within the Eliza platform.
2. Click the Add Location button.
3. Select your desired location from the dropdown menu. This action imports the location from your CRM into Eliza.
4. After selection, you will be prompted to configure the location:
   • Optionally, select a default calendar for the location.
   • Set a Priority. This is a generic feature for managing how locations are prioritized within your Eliza account, which can be based on factors like time zones or service agreements.
   • Choose which agents from your team can handle conversations for this location.
   • Add an optional note. This note will appear in the Settings > Announcements section for agents assigned to this location.
5. Click Add Location to complete the process. You can also remove a location from Eliza on this configuration screen.

Setting Up Your Team

You can add team members as agents or administrators.

1. Go to Settings > Team.
2. Add a new member and assign their role. The new member will receive an email with a link to set up their account password.

Understanding Conversation Assignment

Incoming conversations are automatically assigned to agents in a round-robin fashion, but only among agents who are marked as online. Once a conversation is assigned to a specific agent, all subsequent messages in that conversation will continue to go to that same agent, even if they go offline.

Configuring Webhooks

Webhooks can alert your agents or other systems about specific events. To configure them:

1. Navigate to Settings > Company.
2. Set up webhooks for the following event types:
   • Manual Assignment: Triggered when an agent or admin manually assigns a conversation via the dashboard.
   • Auto Assignment: Triggered when the system automatically assigns a conversation.
   • Unassignment: Triggered when a conversation is removed from an agent.
   • New Message: Triggered when a new message arrives in an existing conversation.
   • Disposition Assigned: Triggered when a disposition is applied to a conversation.
   • Appointment Booked: Triggered when an appointment is booked.
3. For each event, you can configure keys such as Type, LocationName, Agent Email, contactId, and contactName.

Managing Dispositions

Dispositions help you track and manage the stages of your conversations.

1. To create a disposition, provide:
   • A Disposition Name.
   • A Short Name.
   • A Tag to be assigned when this disposition is used.
   • Options to allow comments and to make comments mandatory.
2. You can reorder dispositions; this order is reflected on the conversation screen when an agent clicks End chat.
3. Existing dispositions can be deleted.

System Dispositions

The platform includes several automatic system dispositions:

• Waiting for the customer's response: Assigned automatically when an agent closes a conversation while awaiting a reply.
• Appointment Booked: Assigned automatically when an agent books an appointment.
• Autoclosed: Assigned in specific situations, such as when conversations are paused or when certain tags (like Eliza Bypass or Send to Eliza) are applied.

Reviewing Disposition Comments

Comments entered by agents when assigning dispositions are available for review.

1. Navigate to Settings > Disposition Comments. Only dispositions configured to allow comments will appear here.
2. Use the filters to review comments by Location, disposition name, agent name, or date.
3. You can download all comments for your selected filter criteria as an Excel file using the download button.

Managing FAQs

FAQs help improve agent productivity by providing quick answers.

• The system provides a default set of FAQ questions. You can create your own using the Add FAQ button.
• You can also define questions at the location level. Clients can then log into a specific URL for that location to provide their own answers, which will become available within the Eliza Agent Platform.