Learn how to enable Eliza Service access, configure bypass and Send to Eliza tags, send contacts to Eliza through workflows, and troubleshoot common access and routing issues.

The Send to Eliza tag and Send to Eliza Agent Platform workflow action do not behave the same way. The tag waits for a new inbound message, while the workflow action sends the contact to Eliza when that workflow step runs.

Eliza Agent Platform settings control user access and how contacts move from a sub-account into Eliza.

These settings let you:

• Give authorized users access to Eliza Service.
• Prevent selected contacts from entering Eliza.
• Send only selected inbound conversations to Eliza.
• Send a contact to Eliza immediately through a workflow.

Eliza routing controls help agencies decide who can configure Eliza and which contacts should enter the platform instead of sending every conversation through the same process.

• Control User Access: Give Eliza configuration access only to users who need it.
• Exclude Selected Contacts: Use an Eliza Bypass tag when specific contacts should not enter Eliza.
• Route Selected Contacts: Use a Send to Eliza tag when only certain inbound conversations should enter Eliza.
• Automate Immediate Routing: Use a workflow action when a contact should be sent to Eliza without waiting for an inbound message.
• Manage Routing from the CRM: Configure core Eliza routing rules without relying only on the Eliza Agent Platform interface.

Confirming Eliza access and routing requirements before configuration helps prevent missing settings and contacts being routed differently than expected.

• The applicable sub-account must already be added to the Eliza Agent Platform.
• The user must have access to the applicable sub-account.
• Users who configure Eliza settings must have the Eliza Service permission enabled.
• The user's email address should also be configured for the applicable location in the Eliza Agent Platform.
• Create or identify the contact tags you want to use before configuring tag-based routing.

Eliza Service permission controls whether a user can access the Eliza settings available inside the assigned sub-account.

1. Switch to Agency View.
2. Click Settings.
3. Select Team.
4. Locate the applicable user and open the user's settings.
5. Open Roles & Permissions.
6. Locate Eliza Service.
7. Enable the permission.
8. Save the user's changes.

After access is enabled, switch to the applicable sub-account and open:

Settings → Eliza Service

The Eliza Bypass tag prevents selected contacts from having new inbound conversations forwarded to the Eliza Agent Platform.

Create or identify the contact tag you want to use before configuring the routing rule.

1. Open the applicable sub-account.
2. Click Settings.
3. Select Eliza Service.
4. Locate the Eliza Bypass Tag setting.
5. Select the tag you want to use.
6. Save the configuration.

When a new inbound message arrives, the system checks the contact for the configured bypass tag. If the tag is present, the inbound conversation is not forwarded to Eliza.

The Send to Eliza tag is useful when you want only selected contacts with new inbound conversations to enter Eliza.

1. Open the applicable sub-account.
2. Click Settings.
3. Select Eliza Service.
4. Locate the Send to Eliza Tag setting.
5. Select the tag you want to use.
6. Save the configuration.
7. Apply the tag to contacts whose inbound conversations should be sent to Eliza.

You can apply the tag manually or through a workflow. For example, use an Add Contact Tag action when a contact meets your routing criteria.

Use the Send to Eliza Agent Platform workflow action when a contact should be sent to Eliza as soon as the workflow reaches that step instead of waiting for a new inbound message.

Step 1: Open the Workflow

Start with the workflow and trigger that determine which contacts should be sent to Eliza.

1. Open the applicable sub-account.
2. Click Automation.
3. Select Workflows.
4. Open an existing workflow or create a workflow.
5. Configure the trigger that determines which contacts should enter the workflow.

Step 2: Add the Send to Eliza Agent Platform Action

The Eliza workflow action sends the contact to the connected Eliza Agent Platform when execution reaches that step.

1. Click the + icon where you want to add the action.
2. Open the available workflow actions.
3. Locate the Eliza Actions section.
4. Select Send to Eliza Agent Platform.
5. Configure the action as needed.
6. Save the action.
7. Save or publish the workflow.

Most Eliza routing issues come from missing permissions, incomplete Eliza location access, or confusion between tag-based routing and the workflow action.

• Eliza Service is missing: Confirm the sub-account is connected to Eliza, the user has sub-account access, and Eliza Service permission is enabled.
• A Send to Eliza tag is not routing the contact: The contact must receive a new inbound message before tag-based routing occurs.
• The contact should be sent immediately: Use the Send to Eliza Agent Platform workflow action instead of relying on the tag.
• A bypassed contact is still reaching Eliza: Confirm the bypass tag is applied and check whether a Send to Eliza tag also applies.
• The workflow is not sending the contact: Confirm the workflow is published, the contact reaches the Eliza action, and the sub-account is connected to the correct Eliza account.