# Eliza Agent Platform Conversations > ​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. - Source: https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-conversations - Section: Eliza Agent Platform / Eliza Agent Platform Onboarding - Reading time: 4 min - Images: 19, each explained below - Modified on Tue, 26 Sep, 2023 at 1:49 PM --- 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. #### **Covered in this Article:** #### [**Conversations Tab Overview**](#conversations-tab-overview-2) #### [Filtering Options](#filtering-options-2) #### [Contact tab](#contact-tab)  #### [General Info](#general-info-2) #### [Additional Info](#additional-info-2) #### [FAQs](#faqs-2) #### [Appt](#appt-2) #### [Notes](#notes-2) #### [Tasks](#tasks-2) #### [Conversations in a single screen](#conversations-in-a-single-screen-2) #### [Scheduling in Eliza](#scheduling-in-eliza-2) #### [Search Appointments](#search-appointments-2) #### [Ending the Chat](#ending-the-chat-2) #### [**Supported Channels**](#supported-channels-2) #### [Outbound calling](#outbound-calling-2) #### [Send to Eliza Workflow setup on HL and Eliza Agent Platform.](#send-to-eliza-workflow-setup-on-hl-and-eliza-agent-platform-2) #### [Send to Eliza contacts on the Eliza Agent Platform.](#send-to-eliza-contacts-on-the-eliza-agent-platform-2) **Related Articles** [Eliza Agent Platform Introduction and FAQs](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-introduction-and-faqs)  [Eliza Agent Platform Settings within the CRM](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-settings-within-the-crm) [Eliza Agent Platform Settings](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-settings) [Eliza Agent Platform Search Tools](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-search-tools) [Eliza Agent Platform Dashboard](https://docs.ghlcustomercare.com/docs/eliza-agent-platform/eliza-agent-platform-onboarding/eliza-agent-platform-dashboard) --- ## **Conversations Tab Overview** ### **Filtering Options** 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290394532/original/JU75eJsXUsFDnw93X0tmgqvZlTa-c1mWzw.png) **Filtering Options (image 1 of 19)** 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. - What this covers: We will elaborate on the Sent to Eliza messages in a different section. - Next: When you click this icon, all the replied conversations will be closed in one click. ![Filtering Options (image 2 of 19)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290391763/original/0JkIjf9gF3Xq1hqTbNuow3FmU2yYTME1Kg.png) **Filtering Options (image 2 of 19)** 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. - What this covers: We will elaborate on the Sent to Eliza messages in a different section. - Next: When 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290391760/original/xZpFrPJClfN6i59LS9zDC1EkgchK12lAXw.png) **Filtering Options (image 3 of 19)** 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. - What to click: When you click this icon, all the replied conversations will be closed in one click. - Next: On 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290394450/original/yzI6G7dN_G_xUXeBZ0j4sCp2XVQdOlU_4g.png) **Contact tab (image 4 of 19)** 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. - What to choose: 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 - Fields: 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 - Next: It has all the information from the General Info tab of GHL Customer Care. Example values (illustrative, not read from the screenshot): - 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 Full procedure: 1. The following information is available under the Contact tab: 2. location, 3. address 4. location's current time with time zone 5. Contact details 6. DND toggle 7. Tags - to add or remove tags from the contact 8. Campaigns - Contact can be added to a campaign 9. 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290394564/original/AGE3pH_KdFhdcoC7ZN-KU-KxJTy-c9yaNA.png) **General Info (image 5 of 19)** 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. - What this covers: It has all the information from the General Info tab of GHL Customer Care. - Next: It 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290397727/original/0xbmXbZxP0LfLMdSGlUKW0ZYJD5OeRhRlA.png) **Additional Info (image 6 of 19)** 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. - What to click: It has all the custom fields. You can click " Hide Empty Field" to hide the empty fields to avoid clutter. - Controls: Hide Empty Field" - Next: 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** - 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290397669/original/-95OC6Oq_uy7Azj2rp-9eyqt020lZs-gKQ.png) **FAQs (image 7 of 19)** 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. - What to copy: 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. - Next: Lists 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290399325/original/V13KkE7yfa_Ad93vn9E4foSa74f_yicaqA.png) **Appt (image 8 of 19)** 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. - What this covers: Lists all the appointments booked for the chosen contact. A meeting can be either rescheduled, canceled, or deleted. - Next: Shows 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290399901/original/b_1rpEyM_k5gQszUQx16wHlOJtMdMhoK_g.png) **Notes (image 9 of 19)** 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. - What this covers: Shows the notes added to this contact. An Eliza Agent can also add notes in this section. - Next: This 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290400295/original/s2R1TLVEtiKwrjlq8j8n6VFq-iOHsMFsug.png) **Tasks (image 10 of 19)** 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. - What this covers: This tab lists tasks created on this contact. Eliza agent can also create tasks for users on the GHL Customer Care account. - Next: This 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290401666/original/Qe8DsuCDVsJIoQ9u28Ikq-RBPrB9ScqQgQ.png) **Conversations in a single screen (image 11 of 19)** 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. - What this covers: The conversations box will list items from all these seven channels. - Next: For 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290403899/original/Wr2DJa6WysWgakUQKVhmLsEaPszn6D-TZA.png) **Scheduling in Eliza (image 12 of 19)** 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. - What to choose: 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. - Next: If 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290404110/original/rS_vf2KwGqPMhSeHezjz3bE8TPZQI9lZJQ.png) **Scheduling in Eliza (image 13 of 19)** 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. - What this covers: If the team calendar is chosen, booking it in the round-robin or for a particular team member will be available. - Next: The 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290404579/original/7H5IDLBWvZqXLh39ExRp_vVctycnVK6X3A.png) **Search Appointments (image 14 of 19)** 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. - What this covers: Clicking "View more" will allow more open slots for sending back to the lead. - Controls: "View more" - Next: 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. ![Search Appointments (image 15 of 19)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290405057/original/cNhxT0TvKafJ6XJ1zM36FIepUIekN8QGBg.png) **Search Appointments (image 15 of 19)** 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. - What this covers: Clicking "View more" will allow more open slots for sending back to the lead. - Controls: "View more" - Next: 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. ### **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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290408677/original/LbgqwL8Icm-SxPAblXlIJpLaO3SDKoERUQ.png) **Ending the Chat (image 16 of 19)** 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. - What to fill in: 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. - Next: Text 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290409256/original/ghsBTyXlspVIUbjWncIbQYoKsUeVRoeKRQ.png) **Outbound calling (image 17 of 19)** 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…. - What this covers: When the call is in progress, an option for Blind transfer and warm transfer is available at the top. - Next: 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. #### **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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290408442/original/InBqBasjf6yLeYnwEom9RrCubmJ5uZrMVw.png) **Send to Eliza Workflow setup on HL and Eliza Agent Platform. (image 18 of 19)** 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. - What this covers: When this workflow is executed, the contacts will get forwarded to the Eliza Agent Platform immediately. - Next: The 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)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/48290409487/original/PNDiXX9RoAiC5iWycbJZQ87j9G5gW7ZE9g.png) **Send to Eliza contacts on the Eliza Agent Platform. (image 19 of 19)** 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. - What this covers: Alternatively, if the agent wants to see only these contacts, they can filter for "Send to Eliza" and respond immediately upon arrival. --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com