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Your PolyAI agent has three functions:
Prerequisite: Turn on the Make bookings toggle under Reservations and call handling for the site.Your PolyAI agent will follow the below steps during the reservation flow:
  1. Guest indicates they’d like to make a reservation
  2. Agent asks them for date, time, and party size
    • If the party size is larger than your configured Max party size, the agent either sends the details to Tripleseat (if configured) or transfers the call to the transfer number.
  3. If the requested time is not available, the agent will negotiate availability with the guest for a time within 3 hours of the requested time
    • By default, the agent offers in-house availability from OpenTable. If synchronized online availability is enabled, the agent cross-references online and in-house availability so reservations are only accepted when both sources align.
  4. Agent will collect guest’s name and mobile phone number
  5. Agent will ask for any final details the guest wants to include (which will be stored in the “general notes” section of the booking in OpenTable)
  6. Agent will confirm the booking and trigger a booking confirmation text from OpenTable
Other steps may be included depending on your OpenTable setup:

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Offering experiences

Turn on the Offer experiences during booking toggle under Reservations and call handling. If you have experiences set up in OpenTable, the agent will offer those during the applicable times and the guest can choose to book that or a standard booking.

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Offering credit card hold

If you have bookings which require a credit card hold, the agent will ask during the booking flow if the guest consents to receive the credit card hold link via an OpenTable SMS trigger by PolyAI.
  • If they say no, the agent will transfer the guest
  • If they say yes, the link will be included in the booking confirmation SMS sent by OpenTable
    • Make sure that you have enabled Secure Credit Card (SCC) in OpenTable - click here for instructions
    • If you’ve toggled on the “Automatically cancel in-house reservations without a credit card” option in OpenTable, the reservation will be automatically cancelled as expected if the guest does not submit their credit card details by the configured cutoff time

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Offering seating option

If you allow users to select seating option, the agent will ask the guest which type of seating they prefer based on what is in OpenTable. Seating options offered are based on in-house availability in OpenTable.
Prerequisite: Turn on the Amend bookings toggle under Reservations and call handling for the site.Your PolyAI agent will follow the below steps during the amendment flow:
  1. Guest indicates they want to amend an existing reservation
  2. Agent will collect the mobile phone number they made the booking with
  3. Once the agent finds the booking, it will ask the guest what they would like to change
  4. Depending on the requested change, the agent will make the change or transfer
    • Components the agent can change (if availability exists): Date, party size, time, special requests
    • Components the agent cannot change: Seating option, amendments related to experiences
Your PolyAI agent will follow the below steps during the confirmation flow:
  1. Guest indicates that they want to confirm their existing booking
  2. Agent will collect the mobile phone number they made the booking with
  3. If the agent finds a booking, it will tell the guest the booking details
Prerequisite: Turn on the Cancel bookings toggle under Reservations and call handling for the site.Your PolyAI agent will follow the below steps during the confirmation flow:
  1. Guest indicates that they want to cancel their existing booking
  2. Agent will collect the mobile phone number they made the booking with
  3. If the agent finds a booking (and there is not a conflicting cancellation policy associated), it will cancel the guest’s booking