What is Eliza?
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 inbound phone calls and website live chat on your behalf, so no enquiry gets missed — including out of hours.
When someone contacts one of your homes, Eliza has a real conversation with them, works out what they need, and either helps them there and then or hands them off to the right person on your team.
Eliza covers two channels, switched on separately per workspace:
Calls — Eliza answers your phone lines.
Chat — Eliza answers messages sent through your website's live chat widget.
Every conversation is classified by intent (a "call category" — for example, a new care enquiry, an existing resident's family, a job seeker, or an emergency), so it can be routed and reported on consistently.
How Eliza works
A call or chat comes in. Eliza answers straight away, in your home's name and tone.
Eliza has the conversation. She knows your pricing, availability, and care types, and can answer the questions callers usually ask.
Eliza classifies and routes. Each call is tagged with a call category. If you've set up a routing rule for that category — optionally scheduled to specific days and times — Eliza forwards the call to the transfer number you've specified. Outside that schedule, or with no rule set, the call is handled by Eliza or sent to the location's main forwarding number.
The enquiry is created automatically. New care enquiries Eliza handles are synced into Found automatically, so your team doesn't need to log them manually.
The conversation is recorded. Calls are recorded and available to play back in Found, giving you full visibility of what was said.
You review the results. Eliza reports show call volume, how many calls she handled end-to-end, successful resolutions, out-of-hours share, and estimated time and cost saved — plus how the resulting enquiries progress to visits and move-ins.
Rules and permissions
Eliza must be switched on for your workspace. Calls and chat are controlled separately, so a workspace can have one, both, or neither enabled. If you can't see Eliza in your navigation, ask your account manager or a workspace admin.
Access is role-based. By default:
Everyone with Eliza enabled can see the Eliza conversation log.
Eliza reports are visible to admins and managers, not staff.
Caller profiles and call transfer/routing settings are visible and editable by admins and managers, not staff.
The chat widget configuration is visible and editable by admins only.
Admins can adjust these defaults under Settings > Team > Permissions.
Configuration lives under Settings > Integrations > Eliza, and within the Eliza section itself: call routing (voice locations, category destinations, active hours), caller profiles, and chat widget branding.
Frequently asked questions
Q: What is Eliza? A: Eliza is Found's AI receptionist. She answers phone calls and website live chat for care providers, so enquiries are never missed — even out of hours.
Q: Does Eliza replace my team? A: No. Eliza handles the initial conversation and routes anything she can't resolve using the rules you've set up. Your team stays in control and can listen back to every conversation.
Q: What's the difference between Eliza calls and Eliza chat? A: Calls covers phone enquiries handled by Eliza's voice channel. Chat covers messages sent through your website's live chat widget. They're switched on separately, so a workspace can have either, both, or neither.
Q: How does Eliza know where to send a call? A: Every call is classified into a call category (for example, new care enquiry, complaint, or job seeker). If you've set up a routing rule for that category, Eliza forwards the call to the transfer number you've specified — optionally only during the schedule you've configured.
Q: Can I listen to Eliza's calls? A: Yes. Every call is recorded and available in Found, so you have full visibility of what was said.
Q: Who can change Eliza's settings, like call routing or the chat widget? A: By default, admins and managers can edit caller profiles and call transfer settings; only admins can view or edit the chat widget. An admin can widen or narrow this under Settings > Team > Permissions.
Q: Does Eliza create enquiries automatically? A: Yes. New care enquiries handled by Eliza are synced into Found automatically, so your team can pick up the conversation without re-entering it.
Q: How do I get Eliza set up for my workspace? A: Speak to your account manager or a workspace admin — Eliza is enabled per workspace, separately for calls and chat.