Configuring Eliza Agent Settings in CRM
Eliza Agent Settings in CRM
You can configure and manage certain aspects of the Eliza Agent Platform directly within your CRM. This article explains the available settings and how to use them.
User Permissions for Eliza
To grant a user access to edit FAQs or configure Eliza at the sub-account level, you must enable Eliza Service permissions for that user. Navigate to Agency Settings > Team > Edit User > User permissions and toggle the Eliza Service option. Once enabled, the Eliza Service tab will appear in the sub-account settings for that user.
Eliza Bypass Tag
Use the Eliza bypass tag to prevent specific conversations from entering the Eliza Agent Platform. To set this up:
- Create a tag in Settings > Tags.
- Navigate to Sub-Account Settings > Eliza Service and select the tag as the Eliza bypass tag.
Any new inbound conversation from a contact with this tag will bypass the Eliza Agent Platform. If a conversation is already in Eliza, it will be removed from the agent queue when an agent attempts to access it, and the disposition will be marked as Bypass tag assigned.
Send to Eliza Tag
If you only want specific conversations to go to Eliza, create a tag and configure it as the Send to Eliza tag in Location Settings > Eliza Service. Use workflows to assign this tag to relevant contacts. Only new incoming conversations from contacts with this tag will be sent to Eliza. If you want a contact to appear in Eliza without an inbound message, use the Send to Eliza workflow action.
Note: If both a bypass tag and a Send to Eliza tag are configured, the system prioritizes the Send to Eliza tag to ensure conversations are not overlooked.
Send to Eliza Workflow Action
Use the Send to Eliza Agent Platform action in workflows to directly send contacts to the connected Eliza account. This action ensures contacts are available in Eliza for further handling.