Caller Profiles

Overview

Caller profiles let you put a name to the phone numbers that call your homes. A profile attaches a display name, notes for your team and an optional Bypass Eliza setting so regular callers such as GPs, pharmacies and families members so trusted callers can skip Eliza and ring straight through to the team.

Caller profiles are shared across your workspace, so a caller saved once is recognised at every home.

Where to find it

Navigate to Eliza → Settings → Caller profiles.

The page has two tabs:

• Top callers - your most frequent callers over the last 7, 30 or 90 days whether saved or not

• Saved - every caller profile you've created with a Bypass Eliza toggle

How it works

Saving a caller

You can save a caller from the Top callers tab from any row in the call log or with the Add caller button on the Saved tab:

1. Select the Save caller icon next to a number (or click Add caller on the Saved tab)

   

2. Confirm the phone number

3. Give the caller a display name, e.g. "Dr Patel - Local GP"

4. Add Notes - anything your team should know about this caller

5. Choose whether to turn on Bypass Eliza then Save

Bypass Eliza

Turning on Bypass Eliza means calls from that number are forwarded straight to your main forwarding number, Eliza never picks up. Use it for callers who should always reach a person directly: healthcare professionals, regular family contacts, or your own staff. You can toggle bypass on or off at any time from the Saved tab.

Editing and deleting a profile

Select any profile on the Saved tab to edit its name, notes or bypass setting. The phone number itself can't be changed - to correct a number, delete the profile and create a new one. Deleting a profile removes the name, notes and bypass setting for that number; future calls appear as the raw number again and are answered by Eliza as normal.

Permissions

Caller profiles can be viewed and managed by Admins and Managers. Staff roles don't see this page.