Eliza AI call handling vs Eliza live chat

Overview

Eliza is Found's AI receptionist product. It has two separate channels that a workspace can use independently or together:

• Eliza AI call handling — an AI voice agent that answers inbound phone calls to a care home.

• Eliza live chat — an AI chat widget embedded on your website that answers enquiries in real time.

Each channel is switched on separately for a workspace, has its own configuration screens, and has its own permission rules. The AI logic itself (the voice and conversation engine) runs in a separate Eliza service outside Found — Found provides the call/chat logs, configuration screens, reporting and automations that sit on top of it.

How each works

Eliza AI call handling

• Calls are answered by Eliza for any home with a provisioned voice location and phone number (Eliza → Voice locations).

• Routing rules decide where a call goes: category destination settings let you define transfer numbers, active hours, and a public holiday region per home, so calls route differently in and out of hours or on holidays.

• Named destinations let callers ask to be transferred somewhere specific by name — such as a floor, household, or an external line — configured per home. Callers who don't ask for one are transferred to the home's main configured number.

• Caller profiles let you save known callers, including a "bypass Eliza" option that forwards a specific caller straight to your main number without Eliza answering.

• Every call appears in the call conversation log (Eliza → Conversations → Calls).

• When Eliza categorises a call, Found can automatically create a CRM follow-up task for staff, and can trigger call automations (Eliza → Automations).

• A reports dashboard (Eliza → Reports) shows calls answered, calls handled without staff involvement, successful resolutions, out-of-hours share, and estimated minutes/cost saved, plus an enquiry and call funnel.

Eliza live chat

• The chat widget is configured under Eliza → Chat widget: brand name, primary/secondary colours, which website origins are allowed to embed it, whether it opens automatically, and the embed snippet to add to your site.

• Chat conversations appear in their own log (Eliza → Conversations → Chat).

• Enquiries created through chat are tagged as coming via Eliza live chat, and can drive downstream automations — for example, a chat visitor asking for a brochure can trigger a "send brochure email" automation.

• There is currently no dedicated automations gallery or reports dashboard for chat — reporting and the automation template gallery under Eliza → Automations are call-only today.

Benefits

Eliza AI call handling

• Answers calls around the clock without needing a staff member on the phone.

• Reduces the number of calls staff need to handle directly, with call volume and time/cost savings visible in the reports dashboard.

• Routes callers correctly based on category, time of day, and public holidays.

• Automatically creates follow-up tasks for staff so nothing gets missed.

Eliza live chat

• Captures and responds to website enquiries as they happen, rather than relying on a contact form.

• Feeds enquiries straight into Found, tagged as coming via chat.

• Can be branded to match your website and embedded with a simple snippet.

Rules and permissions

• Both channels are opt-in per workspace and are switched on by Lottie's account team, not by a self-serve toggle in Found. Contact your account manager to enable either one.

• Access is controlled by two separate abilities depending on role:

• These defaults can be adjusted per workspace under custom team permissions, listed as: Eliza conversations, Eliza chat widget, Eliza caller profiles, Eliza call transfers, and Eliza reports.