Eliza Agent Platform Settings

Modified on: Sun, 7 May, 2023 at 3:53 AM

This article details the configurations that need to be done to get your very own Eliza Agent Platform up and running!

Covered in this Article

Setting up a new location in the Eliza Agent Platform

Waiting for the customer's response

FAQ management - Templates and Location FAQs

Using template parameters in the FAQ Templates

Sample of the Eliza-Leads Report

Sample of Agent Performance Report

Announcements

Related Articles

Eliza Agent Platform Introduction and FAQs
Eliza Agent Platform Settings within the CRM

Eliza Agent Platform Search Tools

Eliza Agent Platform Dashboard

Eliza Agent Platform Conversations

Eliza Agent Platform Settings

Setting up a new location in the Eliza Agent Platform

Using Eliza's account starts with adding a location to the account.

Start by clicking the "Add Location" button on Settings > Locations

Select the Location from the dropdown, and the Location from HL will be added to Eliza.

Once the Location is selected from the dropdown, it will show the screen where you need to choose an optional default calendar and set a priority.

A priority is a generic feature provided by EAP for managing how to prioritize locations within your Eliza account. Locations can be prioritized based on time zones, service level agreements for specific locations, etc.

Choose the agents who can handle the conversations in this Location from the previously created list of agents.

A note can be added that will be available in the Settings > Announcements section for agents to see.

Announcements are available only for those agents assigned to work on this Location.

The selected Location can also be removed from Eliza on this screen. Once all of the above is configured, click on Add Location to add the account to Eliza.

Setting up your team members

On Settings > Team screen, you can add team members as agents or admins.

The newly added member will receive an email with a link to set up the password for the account.

Eliza Account setup

Any incoming conversations will be automatically assigned to agents configured to work on that Location in a round-robin fashion. This happens only among the agents who are online.

Any incoming message part of a conversation assigned to a particular agent will still go to the same agent, even if they are offline.

Configuring Webhooks.

Go to Settings > Company.

Configure the webhook to alert the agents for the following situations.

Type of message	Description	Keys Configured
Manual assignment	when a conversation is assigned to an agent thru the dashboard by an agent or admin	Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName
Auto Assignment	When the system automatically assigns a conversation to an agent	Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName
Unassignment	When a conversation is removed from an agent	Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName
New Message	When a new message arrives for an existing conversation	Type, LocationName, Priority, Agent Email, Conversation Count, contactId, contactName
Disposition Assigned	Whenever the disposition is assigned	Type, dispositionName, dispositionTag, LocationName, Priority, Agent Email, Contact Id, Contact Name
Appointment Booked	Whenever the appointment is booked	Type, dispositionName, appointmentId, LocationName, Priority, Agent Email, Contact Id, Contact Name

Dispositions setup

Dispositions are a great way to manage and track different stages of a conversation.

Enter following details

Disposition name.
Short name.
Tag that needs to be assigned when this disposition is assigned.
Whether comments are allowed while assigning the disposition.
Whether the comments are mandatory.
An option to delete the disposition that is already created.

An agent can choose the disposition while ending the conversation, and the comments entered while assigning the disposition can be retrieved from Settings > Disposition Comments. The disposition can also be re-ordered so that the ordering reflects on the 'Conversation' screen when you click 'End chat.'

System Dispositions

Waiting for the customer's response

Assigned by the system automatically when the agent chooses to close the conversation while waiting for the customer's response.

Appointment Booked

It is assigned automatically whenever the agent books an appointment.

Autoclosed

Assigned in the following situations

Pause Conversations
Eliza Bypass tag
Send to Eliza tag

Disposition Comments Tab

Only those dispositions that allow comments will show up in this tab.

All the comments the agent enters are available on Settings > Disposition Comments. Here you can filter by Location, the disposition name, the agent name, and the date of assignment of the disposition comment.

This screen can review the comments and see if the business process can be made more efficient or create an FAQ.

Downloading the comments

All the dispositions entered can be downloaded as an excel file using the download button at the top right corner for the chosen criteria, such as Location, Disposition name, and agent.

FAQ management - Templates and Location FAQs

FAQs are an efficient way to increase agent productivity.

When you create an FAQ, the system will give a default set of questions you can use. If you need a different set of questions, you can create your own via the "Add FAQ" button.

If you want to define the questions and want your clients to enter answers, you can enter the questions in the Location and ask your clients to login into https://app.gohighlevel.com/v2/location/<<locationid>>/settings/eliza_faq and enter the answers. These answers will be available on the Eliza Agent Platform. Please note that the subaccount should have access to the Sub-Account settings > Eliza Service tab. Enable this tab via User permissions for that user.

You can also use custom values in the answers by clicking the icon near the answer box.

A template can be assigned to one or more locations by clicking the "Assign" button. The assignment operation works like a mathematical set union operation.

If the question is available only on the template and not on Location, then this new question will be added to the Location.
If the question is available on the template and the answer is blank, it will NOT be overridden when assigned to the Location with the same question, but with a valid answer, it will NOT be overridden.
If the question is available on the template with a valid answer, and the Location also has an answer, it will override the one already available.
If the question is available on the template and not on the Location, then this will be added as a new question.

Using template parameters in the FAQ Templates

The following items are not available on Eliza (FAQ Templates or the Locations FAQ
Parameters available on FAQs of the Location, and not on the FAQ template

Reports

Eliza Leads Report

This report will have the following columns.

There are more reports to come in the future in this section. For now, we have Eliza's Leads report with the following columns.

Location ID
Location Name
Address - Location's address
Conversation ID - Eliza's conversation id
Contact ID - from GHL
Lead Name
Eliza Agent Name
Disposition Name
Channels - SMS / Email/phone / Instagram / Facebook / GMB / Reviews
Disposition Date - The date on which disposition is assigned
Start Date - Conversation Start Date
End Date - Conversation End Date

Sample of the Eliza-Leads Report

Agent Performance Reporting

This report is also available in the reports section for the selected or all the locations for a given date range.

The maximum date range that can be selected is 90 days.

The following Columns are available in this report

Location Id
Location Name
Location Address
Agent Name
Total Contacts Handled
Open Conversations at the time of running the report
Total Conversations
Number of Responses sent (by the agent for that subaccount)
Average Response Time = total amount of time the agent takes to respond to all the messages divided by the number of messages that are replied to during the time frame selected for running the report
Format HH:MM: SS
Average First Response Time= total amount of time the agent takes to send the first response to an inbound message divided by the number of first responses the agent sent during the time frame selected for running the report.
Format HH:MM: SS
Appointment Booked
Auto Close (Due to Agent logout or session timeout)
Waiting for Customer Response
Custom Dispositions defined by you
Send Followup Request
Failed
Custom Service
Closed without Disposition

Sample of Agent Performance Report

Explanation of this report

If you find NA in the average response time and/or the average first response time, the agent hasn't closed any conversations in that subaccount.

It is considered a closed-only file.

The profile section has the following items.

Change profile photo, phone number, email address
Change password
Assign a ringtone to alert the agent when they are logged in.
Configure either "enter" or the "control enter" to send messages.

Hot Keys

On the conversations screen, use the following hotkeys for the below-identified actions.

End chat - (Alt E or Option E)
Choosing the disposition while ending the chat - The serial number of the disposition is displayed on the side of the disposition buttons.
Transfer (to another agent) - (Alt T or Option T)
Esc key for closing the modal disposition window and the "Transfer to another agent" modal window
Move thru the conversations just with the keyboard - Alt + upward arrow for the previous conversation and Alt + downward arrow for the next conversation.

Announcements

Any announcement configured in the "Edit location" option will be available for the agent in this section.

The agent will only see those announcements that belong to the Location that they are added to work on.