Call categories explained
Last updated: July 27, 2026
Eliza feature: This feature is available as part of the Eliza module only. If you'd like to upgrade your plan, please contact your account manager.
Overview
Every call Eliza handles is automatically sorted into one of 11 fixed categories, based on what the caller says. This lets you see at a glance what a call was about, and lets you route certain types of calls differently. This article is a quick reference — it's linked from Named and category destinations, the conversation log, and reports, since all three use these same categories.
How it works
Eliza assigns a category automatically while handling the call — there's nothing to set up. The category shows up in two places: as a badge against each call in the conversation log (you can filter the log by one or more categories at once), and in the call volume by category chart in reports.
Category | Shown as in conversation log | What it covers |
|---|---|---|
New care enquiry | Enquiry | A prospective resident or their family enquiring about care |
Existing resident or family | Resident | Someone already connected to a current resident |
Healthcare professional | Healthcare | GPs, hospitals, social workers and similar |
Commercial or supplier | Commercial | Suppliers, contractors and other business callers |
Staff or HR | Staff | Staff calling about a work matter |
Job seeker | Job seeker | Calling about a vacancy or application |
Emergency or urgent | Emergency | Time-critical calls |
Complaint or escalation | Complaint | A complaint or issue being raised |
Operational or general | Operational | General day-to-day operational calls |
Direct transfer | Transfer | Caller asked for a specific person or number by name |
Uncategorised | General (shown as "Junk" in reports) | Eliza couldn't confidently determine a category |
Note: Only 8 of these 11 can be linked to a Category destination. Emergency or urgent, Direct transfer, and Uncategorised aren't available to route this way — covered in the next article, Named and category destinations.
Rules and permissions
Categories are fixed and assigned automatically — there's no setup or configuration involved.
Seeing categories requires access to the conversation log or reports, so the same permissions covered in those articles apply here.
Frequently asked questions
Q: Can we add, rename or remove a category? A: No, the 11 categories are fixed and can't be customised.
Q: Why can't I create a destination for every category? A: Only 8 of the 11 support a dedicated destination. Emergency or urgent, Direct transfer, and Uncategorised aren't configurable this way.
Q: I've seen a call labelled "Uncategorised" in one place and "Junk" in another — is that the same thing? A: Yes — same category, different label depending on where you're looking. The conversation log shows "Uncategorised" (badge: "General"); reports show it as "Junk."
Q: Can I filter my call list by category? A: Yes, the conversation log supports filtering by one or more categories at once.