Eliza Glossary
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
Eliza is Found's AI receptionist. She answers phone calls and website chat messages on your organisation's behalf, qualifies enquiries, and hands them over to your team — 24 hours a day. Every interaction Eliza has is logged as a conversation, which can be reviewed, filtered, and reported on inside Found.
Eliza's voice features are built around a location's voice channel (the phone line Eliza answers on) and a set of routing rules that decide where a call gets transferred if it needs a human. Her chat features work the same way, minus the phone-specific concepts.
Core terminology
Conversation: A single interaction Eliza has with someone — either a call (voice mode) or a chat (text mode). Each conversation is logged with a start time, a transcript summary, a call category, and — where relevant — a link to the location and enquiry it relates to. Conversations appear in the conversation log, split into a call log and a chat log depending on which modes your workspace has enabled.
Voice location: A Found location that has a phone line set up for Eliza, so it can receive and route inbound calls. A location without one is "chat-only" and won't appear in the voice locations list.
Voice channel: The phone configuration behind a voice location — it holds the number Eliza answers on and the main forwarding number for that location. Each voice location has exactly one voice channel.
Caller profile: A saved record for a phone number, made up of a display name and optional notes, so your team recognises repeat callers (e.g. "Dr Patel · local GP"). A caller profile can also be set to bypass Eliza — calls from that number go straight to the location's main forwarding number without Eliza answering.
Call category: The classification Eliza gives every call based on its purpose. There are 11 fixed categories: new care enquiry, existing resident/family, healthcare professional, commercial supplier, staff/HR, job seeker, emergency/urgent, complaints/escalations, operational/general, direct transfer, and uncategorised. Categories are used to filter the conversation log and to drive category-based call routing.
Related terms
Named destination: A labelled transfer target on a voice channel, such as "Reception" or "Floor 2", that staff can transfer calls to. It doesn't need a transfer number set.
Category destination: A routing rule that sends calls of one call category to a specific transfer number, optionally only during set hours. A voice channel can have at most one category destination per category.
Active hours: The weekly schedule attached to a category destination — a timezone plus day/time windows — that controls when the rule applies. If no active hours are set, the rule is always active, including public holidays.
Public holiday region: The UK bank holiday calendar (England & Wales, Scotland, or Northern Ireland) a schedule observes when deciding whether to treat a day as closed.
Top callers: A report showing the most frequent callers over a chosen window (last 7, 30, or 90 days) — useful for spotting numbers worth saving as a caller profile.
Successful resolution: A call reaches a "successful resolution" when Eliza delivers a substantive outcome (e.g. a viewing booked, a callback arranged) and the call ends either with the caller's confirmation or a natural sign-off.
Frequently asked questions
Q: What is Eliza? A: Eliza is Found's AI receptionist. She answers voice calls and website chat messages, qualifies enquiries, and hands them over to your team.
Q: What's the difference between a voice location and a voice channel? A: A voice location is the Found location itself, once it's set up to take calls. A voice channel is the underlying configuration for that location — the actual phone number and forwarding settings behind it. Every voice location has exactly one voice channel.
Q: Can I stop Eliza answering calls from a specific number? A: Yes. Create a caller profile for that number and turn on bypass Eliza. Calls from that number will go straight to the location's main forwarding number without Eliza picking up.
Q: How does Eliza decide where to transfer a call? A: Through category destinations — routing rules that match a call's category to a transfer number. A category destination can also be limited to specific active hours.
Q: What happens if a category destination has no active hours set? A: It's always active, including public holidays. A schedule (active hours) has to exist before you can choose to close on public holidays.
Q: How many call categories are there, and can I add my own? A: There are 11 fixed categories (e.g. new care enquiry, emergency/urgent, complaints/escalations). These are set by Eliza's own classification system and aren't editable per workspace.
Q: Where do I see which callers phone in most often? A: The caller profiles section has a "Top callers" tab, showing the most frequent numbers over the last 7, 30, or 90 days.
Q: What counts as a "successful resolution"? A: A call where Eliza delivers a substantive outcome — like a booked viewing or an arranged callback — and the call ends with the caller confirming or with a natural sign-off.
Q: Is a caller profile the same as a contact? A: No. A caller profile is tied to a phone number and is specifically for Eliza's call handling (naming callers, adding notes, and optionally bypassing Eliza). It's separate from the contacts held against an enquiry.