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Documentation Index

Fetch the complete documentation index at: https://restaurants.poly.ai/llms.txt

Use this file to discover all available pages before exploring further.

Tripleseat is a catering and event management platform for restaurants, hotels, and venues. Connecting Tripleseat to PolyAI lets your agent send caller details to Tripleseat when a guest requests a large party booking, instead of transferring or turning the request away.
When does the agent use Tripleseat?When a guest requests a booking for a party size larger than the Max party number configured for the site, the agent triggers the site’s large party handling action. If that action is set to Send details to Tripleseat, the agent collects the event details and sends them to the mapped Tripleseat location.

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What the agent collects

During a large party booking, the agent collects the following details to send to Tripleseat:
  • Activity type (for example, Birthday)
  • Name
  • Number of people
  • Date and time
  • Contact (email and phone)
In v1, the email is collected over the call. SMS-based email collection is not yet supported.

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Configure Tripleseat from a site

Tripleseat is configured per site, from the Sites page in the PolyAI platform. Sites in the left navigation
1

Open the site

  1. In the PolyAI platform, click Sites on the left panel
  2. Click the site you want to configure
2

Open Large party handling

Scroll to the Large party handling card and set:
  • Max party number — the party size that triggers large party handling
  • If the max party number is exceeded what should your agent do? — select Send details to Tripleseat
3

Connect Tripleseat (first time only)

If your account isn’t connected yet, click Connect Tripleseat and enter your Tripleseat credentials in the pop-up window.
4

Select the Tripleseat location

Under Select the Tripleseat location to send caller details to, choose the Tripleseat location that matches this site.
Tripleseat usually only runs at a subset of your sites. Only enable Send details to Tripleseat for the sites that use it.
5

Set the fallback transfer number

Under If the Tripleseat connection fails which number should we handoff to?, choose:
  • Default transfer number — uses the transfer number set in reservations and call handling
  • Large party transfer number — enter a dedicated number under Large party phone number (international format, for example +44773223445)
6

Save the version

Click Save version in the top-right, add a note about your change, then go to Versions and click Go Live when you’re ready to publish.

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Alternative large party action

Instead of Tripleseat, you can transfer large party callers to a phone number:
The agent collects the event details and sends them to the Tripleseat location mapped to the site.
The agent transfers the guest to the Default transfer number or a Large party transfer number that you set on the site.
These options are mutually exclusive — you can pick one large party action per site.
The guest can still ask to be handed off to a real agent at any point during the conversation.

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Manage the Tripleseat connection

The Tripleseat account-level connection is managed on the Integrations page (under Configure in the left panel). From there, you can view connection status or disconnect the account.
Before disconnecting Tripleseat, update any sites that use Send details to Tripleseat to use a different large party action. If you disconnect without updating, the agent falls back to the configured transfer number for large party bookings.