Eliza Agent Platform: Introduction and FAQs
What is the Eliza Agent Platform?
The Eliza Agent Platform is a messaging solution designed to help agencies manage and convert leads into customers more effectively. It offers three core features: rapid lead answering, scalable lead nurturing, and a streamlined booking process. By enabling timely responses and efficient handling of inquiries, Eliza helps agencies improve customer service and boost conversion rates.
Unlike automated bots, Eliza focuses on human-led interactions, though conversational appointment booking bots are available in the platform’s PRO plan. It is an ideal tool for agencies looking to implement a scalable, human-managed system for lead engagement within their CRM environment.
FAQs
How does the custom user name value work in the Eliza Agent Platform?
When a contact is assigned to a user in the CRM, and the user’s name is referenced in a workflow or within Eliza, it will be substituted accordingly. If the same template is used from the main app’s conversations screen, the logged-in user’s name is used instead, regardless of assignment. If no user is assigned, the value remains blank. To ensure the user name is populated in Eliza, the contact must be assigned to a user in the CRM. If the “Assigned To” link is not visible in Eliza, refreshing the API key in the main app and applying the new key may resolve the issue.
How can I add contacts to Eliza without an inbound message or call?
Contacts who haven’t sent an inbound message or made an inbound call won’t appear in Eliza automatically. To add them, use the “Send to Eliza” action in workflows. Configure this action for qualifying contacts, and the platform will handle the rest. If a tag is set for leads entering Eliza, it will be applied before transfer. Contacts added this way display a timer icon in Eliza. You can filter conversations to show only those sent via workflow by selecting the “Sent to Eliza” option.
Why do I see conversations in the CRM that aren’t in Eliza?
Eliza automatically receives only inbound messages. Inbound calls are not currently supported for automatic inclusion, but this feature is in development. To add callers to Eliza for nurturing, use the “Send to Eliza” workflow action, as detailed in the previous FAQ. To review a contact’s history in Eliza, navigate to Search, select the contact, and click the Audit log button—this will show conversation logs if the contact was ever in Eliza.
How do I update the API key for the Eliza Agent Platform?
To update your API key, please follow the instructions provided in the platform’s dedicated guide.
How do I perform blind and warm call transfers?
Blind Transfer: This transfers the caller immediately to another extension or ring group without waiting for the recipient to answer. To do this, start an outbound call by clicking the phone icon, and during the call, use the transfer option to redirect the call promptly.
Warm Transfer: A warm transfer allows you to speak with the receiving party before connecting the caller. This ensures the call is handed off smoothly after confirmation.
Why isn’t a contact removed from the chat queue after an appointment is created?
When an appointment is scheduled for a contact, they should automatically be removed from the chat queue. If this doesn’t happen, check that the appropriate tags or workflow actions are configured to trigger removal. No special steps are typically required beyond correct setup.
Why can’t I see the Eliza Service tab in sub-account settings?
If the Eliza Service tab is missing from your sub-account settings, ensure you have the necessary permissions and that the feature is enabled for your account. If the issue persists, refreshing the page or checking for platform updates may help.