This article covers the Conversations feature of the Eliza Agent Platform. It explains what each conversation channel is meant to do and how to utilize them.
4 min read935 words19 explained imagesUpdated Tue, 26 Sep, 2023 at 1:49 PM
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This article covers the Conversations feature of the Eliza Agent Platform. It explains what each conversation channel is meant to do and how to utilize them.
Messages can be filtered by Read/Unread/All, Priority Location, and contacts Sent to Eliza. There is also a way to sort the messages by High Priority First, Low Priority First, Latest First, and Oldest First.
We will elaborate on the Sent to Eliza messages in a different section.
Filtering Options (image 1 of 19)What this shows We will elaborate on the Sent to Eliza messages in a different section.What this showsIllustrates the "Filtering Options" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Filtering Options" section of "Eliza Agent Platform Conversations". The text alongside this image reads: We will elaborate on the Sent to Eliza messages in a different section. Immediately after, the guide continues: When you click this icon, all the replied conversations will be closed in one click.Image 1 of 19What this coversWe will elaborate on the Sent to Eliza messages in a different section.Next stepWhen you click this icon, all the replied conversations will be closed in one click.Filtering Options (image 2 of 19)What this shows We will elaborate on the Sent to Eliza messages in a different section.What this showsIllustrates the "Filtering Options" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Filtering Options" section of "Eliza Agent Platform Conversations". The text alongside this image reads: We will elaborate on the Sent to Eliza messages in a different section. Immediately after, the guide continues: When you click this icon, all the replied conversations will be closed in one click.Image 2 of 19What this coversWe will elaborate on the Sent to Eliza messages in a different section.Next stepWhen you click this icon, all the replied conversations will be closed in one click.
When you click this icon, all the replied conversations will be closed in one click.
Filtering Options (image 3 of 19)What this shows When you click this icon, all the replied conversations will be closed in one click.What this showsIllustrates the "Filtering Options" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Filtering Options" section of "Eliza Agent Platform Conversations". The text alongside this image reads: When you click this icon, all the replied conversations will be closed in one click. Immediately after, the guide continues: On the right side, the tabs give additional information necessary to nurture the lead.Image 3 of 19What to clickWhen you click this icon, all the replied conversations will be closed in one click.Next stepOn the right side, the tabs give additional information necessary to nurture the lead. Here 30 represents the total number of conversations in the inbox and 12 conversations that need a response.
On the right side, the tabs give additional information necessary to nurture the lead.
Contact tab
The following information is available under the Contact tab:
location,
address
location's current time with time zone
Contact details
DND toggle
Tags - to add or remove tags from the contact
Campaigns - Contact can be added to a campaign
Opportunities - add a contact as an opportunity or change stage for a contact
Contact tab (image 4 of 19)What this shows The following information is available under the Contact tab: location, address location's current time with time zone Contact details DND…What this showsIllustrates the "Contact tab" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Contact tab" section of "Eliza Agent Platform Conversations". The text alongside this image reads: The following information is available under the Contact tab: location, address location's current time with time zone Contact details DND toggle Tags - to add or remove tags from the contact Campaigns - Contact can be added to a campaign Opportunities - add a contact as an opportunity or change…. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: It has all the information from the General Info tab of GHL Customer Care.Image 4 of 19What to chooseThe following information is available under the Contact tab: location, address location's current time with time zone Contact details DND toggle Tags - to add or remove tags from the contact Campaigns - Contact can be added to a campaign Opportunities - add a contact as an opportunity or change stage for a contact
Fields in this part of the guideaddresslocation's current time with time zoneContact detailsDND toggleTags - to add or remove tags from the contactCampaigns - Contact can be added to a campaign
Next stepIt has all the information from the General Info tab of GHL Customer Care.
Example values
address
4180 W Belmont Ave
location's current time with time zone
America/Chicago
Tags - to add or remove tags from the contact
new-patient, referral
Illustrative values showing the expected format. They are not read from the screenshot.
All 9 steps in this procedure
The following information is available under the Contact tab:
location,
address
location's current time with time zone
Contact details
DND toggle
Tags - to add or remove tags from the contact
Campaigns - Contact can be added to a campaign
Opportunities - add a contact as an opportunity or change stage for a contact
General Info
It has all the information from the General Info tab of GHL Customer Care.
General Info (image 5 of 19)What this shows It has all the information from the General Info tab of GHL Customer Care.What this showsIllustrates the "General Info" section of "Eliza Agent Platform Conversations".This screenshot appears in the "General Info" section of "Eliza Agent Platform Conversations". The text alongside this image reads: It has all the information from the General Info tab of GHL Customer Care. Immediately after, the guide continues: It has all the custom fields. You can click " Hide Empty Field" to hide the empty fields to avoid clutter.Image 5 of 19What this coversIt has all the information from the General Info tab of GHL Customer Care.Next stepIt has all the custom fields. You can click " Hide Empty Field" to hide the empty fields to avoid clutter.
Additional Info
It has all the custom fields. You can click "Hide Empty Field" to hide the empty fields to avoid clutter.
Additional Info (image 6 of 19)What this shows It has all the custom fields.What this showsIllustrates the "Additional Info" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Additional Info" section of "Eliza Agent Platform Conversations". The text alongside this image reads: It has all the custom fields. You can click " Hide Empty Field" to hide the empty fields to avoid clutter. Immediately after, the guide continues: Displays all the FAQs configured for the location. The agent can click the icon to the left of the FAQ answer and copy it directly to the reply box in the conversation. The agent can search on the FAQs section for faster results.Image 6 of 19What to clickIt has all the custom fields. You can click " Hide Empty Field" to hide the empty fields to avoid clutter.
Buttons and menus referencedHide Empty Field"
Next stepDisplays all the FAQs configured for the location. The agent can click the icon to the left of the FAQ answer and copy it directly to the reply box in the conversation. The agent can search on the FAQs section for faster results.
FAQs
Displays all the FAQs configured for the location. The agent can click the icon to the left of the FAQ answer and copy it directly to the reply box in the conversation. The agent can search on the FAQs section for faster results.
FAQs (image 7 of 19)What this shows Displays all the FAQs configured for the location.What this showsIllustrates the "FAQs" section of "Eliza Agent Platform Conversations".This screenshot appears in the "FAQs" section of "Eliza Agent Platform Conversations". The text alongside this image reads: Displays all the FAQs configured for the location. The agent can click the icon to the left of the FAQ answer and copy it directly to the reply box in the conversation. The agent can search on the FAQs section for faster results. Immediately after, the guide continues: Lists all the appointments booked for the chosen contact. A meeting can be either rescheduled, canceled, or deleted.Image 7 of 19What to copyDisplays all the FAQs configured for the location. The agent can click the icon to the left of the FAQ answer and copy it directly to the reply box in the conversation. The agent can search on the FAQs section for faster results.Next stepLists all the appointments booked for the chosen contact. A meeting can be either rescheduled, canceled, or deleted.
Appt
Lists all the appointments booked for the chosen contact. A meeting can be either rescheduled, canceled, or deleted.
Appt (image 8 of 19)What this shows Lists all the appointments booked for the chosen contact.What this showsIllustrates the "Appt" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Appt" section of "Eliza Agent Platform Conversations". The text alongside this image reads: Lists all the appointments booked for the chosen contact. A meeting can be either rescheduled, canceled, or deleted. Immediately after, the guide continues: Shows the notes added to this contact. An Eliza Agent can also add notes in this section.Image 8 of 19What this coversLists all the appointments booked for the chosen contact. A meeting can be either rescheduled, canceled, or deleted.Next stepShows the notes added to this contact. An Eliza Agent can also add notes in this section.
Notes
Shows the notes added to this contact. An Eliza Agent can also add notes in this section.
Notes (image 9 of 19)What this shows Shows the notes added to this contact.What this showsIllustrates the "Notes" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Notes" section of "Eliza Agent Platform Conversations". The text alongside this image reads: Shows the notes added to this contact. An Eliza Agent can also add notes in this section. Immediately after, the guide continues: This tab lists tasks created on this contact. Eliza agent can also create tasks for users on the GHL Customer Care account.Image 9 of 19What this coversShows the notes added to this contact. An Eliza Agent can also add notes in this section.Next stepThis tab lists tasks created on this contact. Eliza agent can also create tasks for users on the GHL Customer Care account.
Tasks
This tab lists tasks created on this contact. Eliza agent can also create tasks for users on the GHL Customer Care account.
Tasks (image 10 of 19)What this shows This tab lists tasks created on this contact.What this showsIllustrates the "Tasks" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Tasks" section of "Eliza Agent Platform Conversations". The text alongside this image reads: This tab lists tasks created on this contact. Eliza agent can also create tasks for users on the GHL Customer Care account. Immediately after, the guide continues: This Conversations screen will list all the conversations from the locations this agent is assigned to work on.Image 10 of 19What this coversThis tab lists tasks created on this contact. Eliza agent can also create tasks for users on the GHL Customer Care account.Next stepThis Conversations screen will list all the conversations from the locations this agent is assigned to work on.
Conversations in a single screen
This Conversations screen will list all the conversations from the locations this agent is assigned to work on.
Eliza Agent Platform supports seven channels - Email / Text / GMB / Facebook messenger / Instagram / Reviews/calls.
The conversations box will list items from all these seven channels.
Conversations in a single screen (image 11 of 19)What this shows The conversations box will list items from all these seven channels.What this showsIllustrates the "Conversations in a single screen" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Conversations in a single screen" section of "Eliza Agent Platform Conversations". The text alongside this image reads: The conversations box will list items from all these seven channels. Immediately after, the guide continues: For scheduling an appointment, the agent can directly choose the calendar, date, and time slot to book the appointment.Image 11 of 19What this coversThe conversations box will list items from all these seven channels.Next stepFor scheduling an appointment, the agent can directly choose the calendar, date, and time slot to book the appointment.
Scheduling in Eliza
For scheduling an appointment, the agent can directly choose the calendar, date, and time slot to book the appointment.
These slots shown in the dropdown are those available within the scheduled dates. If you want to see all the available slots, check the box "Show all available slots." This way, agents can see and book those appointments that are not visible for leads in general.
The appointment can be automatically confirmed by choosing the "Confirmed" option in the appointment status. If you don't want to ensure, select "New" in this dropdown.
Scheduling in Eliza (image 12 of 19)What this shows The appointment can be automatically confirmed by choosing the "Confirmed" option in the appointment status.What this showsIllustrates the "Scheduling in Eliza" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Scheduling in Eliza" section of "Eliza Agent Platform Conversations". The text alongside this image reads: The appointment can be automatically confirmed by choosing the "Confirmed" option in the appointment status. If you don't want to ensure, select "New" in this dropdown. Immediately after, the guide continues: If the team calendar is chosen, booking it in the round-robin or for a particular team member will be available.Image 12 of 19What to chooseThe appointment can be automatically confirmed by choosing the "Confirmed" option in the appointment status. If you don't want to ensure, select "New" in this dropdown.Next stepIf the team calendar is chosen, booking it in the round-robin or for a particular team member will be available.
If the team calendar is chosen, booking it in the round-robin or for a particular team member will be available.
Scheduling in Eliza (image 13 of 19)What this shows If the team calendar is chosen, booking it in the round-robin or for a particular team member will be available.What this showsIllustrates the "Scheduling in Eliza" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Scheduling in Eliza" section of "Eliza Agent Platform Conversations". The text alongside this image reads: If the team calendar is chosen, booking it in the round-robin or for a particular team member will be available. Immediately after, the guide continues: The agent can search for the available slots on this screen if the contact gives a broad range of options.Image 13 of 19What this coversIf the team calendar is chosen, booking it in the round-robin or for a particular team member will be available.Next stepThe agent can search for the available slots on this screen if the contact gives a broad range of options.
Search Appointments
The agent can search for the available slots on this screen if the contact gives a broad range of options.
Clicking "View more" will allow more open slots for sending back to the lead.
Search Appointments (image 14 of 19)What this shows Clicking "View more" will allow more open slots for sending back to the lead.What this showsIllustrates the "Search Appointments" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Search Appointments" section of "Eliza Agent Platform Conversations". The text alongside this image reads: Clicking "View more" will allow more open slots for sending back to the lead. Immediately after, the guide continues: When a chat is ended, the system will give the option to choose the disposition. The agent can select the "Close without disposition" option if the conversation has to be closed without a disposition.Image 14 of 19What this coversClicking "View more" will allow more open slots for sending back to the lead.
Buttons and menus referenced"View more"
Next stepWhen a chat is ended, the system will give the option to choose the disposition. The agent can select the "Close without disposition" option if the conversation has to be closed without a disposition.Search Appointments (image 15 of 19)What this shows Clicking "View more" will allow more open slots for sending back to the lead.What this showsIllustrates the "Search Appointments" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Search Appointments" section of "Eliza Agent Platform Conversations". The text alongside this image reads: Clicking "View more" will allow more open slots for sending back to the lead. Immediately after, the guide continues: When a chat is ended, the system will give the option to choose the disposition. The agent can select the "Close without disposition" option if the conversation has to be closed without a disposition.Image 15 of 19What this coversClicking "View more" will allow more open slots for sending back to the lead.
Buttons and menus referenced"View more"
Next stepWhen a chat is ended, the system will give the option to choose the disposition. The agent can select the "Close without disposition" option if the conversation has to be closed without a disposition.
Ending the Chat
When a chat is ended, the system will give the option to choose the disposition. The agent can select the "Close without disposition" option if the conversation has to be closed without a disposition.
For the chosen disposition, the agent will be forced to enter the comment if configured to require the comments. Also, if a tag is configured to be assigned upon adding the disposition, that tag will be assigned.
Ending the Chat (image 16 of 19)What this shows For the chosen disposition, the agent will be forced to enter the comment if configured to require the comments.What this showsIllustrates the "Ending the Chat" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Ending the Chat" section of "Eliza Agent Platform Conversations". The text alongside this image reads: For the chosen disposition, the agent will be forced to enter the comment if configured to require the comments. Also, if a tag is configured to be assigned upon adding the disposition, that tag will be assigned. Immediately after, the guide continues: Text Email GMB Facebook Messenger Instagram Reviews Calls.Image 16 of 19What to fill inFor the chosen disposition, the agent will be forced to enter the comment if configured to require the comments. Also, if a tag is configured to be assigned upon adding the disposition, that tag will be assigned.Next stepText Email GMB Facebook Messenger Instagram Reviews Calls
Supported Channels
Text
Email
GMB
Facebook Messenger
Instagram
Reviews
Calls
Outbound calling
If the phone number is available on a contact, Eliza Agent can start the call by clicking the phone icon next to the contact's name at the top.
When the call is in progress, an option for Blind transfer and warm transfer is available at the top.
Outbound calling (image 17 of 19)What this shows When the call is in progress, an option for Blind transfer and warm transfer is available at the top.What this showsIllustrates the "Outbound calling" section of "Eliza Agent Platform Conversations".This screenshot appears in the "Outbound calling" section of "Eliza Agent Platform Conversations". The text alongside this image reads: When the call is in progress, an option for Blind transfer and warm transfer is available at the top. Immediately after, the guide continues: Contacts are sent to the Eliza Agent Platform when there is an inbound message from a contact. Instead, if you need to immediately send the contact into the Eliza Agent platform when it comes into CRM, you can use Send to Eliza action on….Image 17 of 19What this coversWhen the call is in progress, an option for Blind transfer and warm transfer is available at the top.Next stepContacts are sent to the Eliza Agent Platform when there is an inbound message from a contact. Instead, if you need to immediately send the contact into the Eliza Agent platform when it comes into CRM, you can use Send to Eliza action on the workflow.
Send to Eliza Workflow setup on HL and Eliza Agent Platform.
Contacts are sent to the Eliza Agent Platform when there is an inbound message from a contact. Instead, if you need to immediately send the contact into the Eliza Agent platform when it comes into CRM, you can use Send to Eliza action on the workflow.
The difference between the Send to Eliza workflow action and the Send to Eliza tag is that the workflow action will immediately push the contact into the Eliza Agent Platform. The Send to Eliza tag will only push the contact when there is an inbound message.
Login into the GHL Customer Care location's workflow section.
Set up the trigger (for ex: Call status or CRM-Contact updated etc.) and select the action as "Add Send to Eliza Agent Platform."
When this workflow is executed, the contacts will get forwarded to the Eliza Agent Platform immediately.
Send to Eliza Workflow setup on HL and Eliza Agent Platform. (image 18 of 19)What this shows When this workflow is executed, the contacts will get forwarded to the Eliza Agent Platform immediately.What this showsIllustrates the "Send to Eliza Workflow setup on HL and Eliza Agent Platform." section of "Eliza Agent Platform Conversations".This screenshot appears in the "Send to Eliza Workflow setup on HL and Eliza Agent Platform." section of "Eliza Agent Platform Conversations". The text alongside this image reads: When this workflow is executed, the contacts will get forwarded to the Eliza Agent Platform immediately. Immediately after, the guide continues: The contacts sent to Eliza by workflow will have a specific icon on the contact.Image 18 of 19What this coversWhen this workflow is executed, the contacts will get forwarded to the Eliza Agent Platform immediately.Next stepThe contacts sent to Eliza by workflow will have a specific icon on the contact.
Send to Eliza contacts on the Eliza Agent Platform.
The contacts sent to Eliza by workflow will have a specific icon on the contact.
Alternatively, if the agent wants to see only these contacts, they can filter for "Send to Eliza" and respond immediately upon arrival.
Send to Eliza contacts on the Eliza Agent Platform. (image 19 of 19)What this shows Alternatively, if the agent wants to see only these contacts, they can filter for "Send to Eliza" and respond immediately upon arrival.What this showsIllustrates the "Send to Eliza contacts on the Eliza Agent Platform." section of "Eliza Agent Platform Conversations".This screenshot appears in the "Send to Eliza contacts on the Eliza Agent Platform." section of "Eliza Agent Platform Conversations". The text alongside this image reads: Alternatively, if the agent wants to see only these contacts, they can filter for "Send to Eliza" and respond immediately upon arrival.Image 19 of 19What this coversAlternatively, if the agent wants to see only these contacts, they can filter for "Send to Eliza" and respond immediately upon arrival.
