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Your PolyAI agent is designed to handle the majority of reservation and FAQ-related interactions. However, there are certain actions it cannot perform.
The agent cannot modify or cancel bookings related to OpenTable experiences.If a guest requests changes to an experience booking, the call will be transferred to your designated transfer number.
The agent cannot change the seating area associated with an existing reservation.If a guest requests a change in seating preference, the call will be transferred.
If a guest indicates they are running late:
  • If they are running 15 minutes or less late, the agent will inform them that their table will be held.
  • If they are running more than 15 minutes late, the call will be transferred.
The agent cannot modify the booking time in OpenTable or apply a “late” tag to the reservation.
The agent cannot manually re-send an OpenTable confirmation SMS.If a guest requests that their confirmation message be re-sent, the call will be transferred.
The agent cannot add guests to an OpenTable waitlist.If a guest requests to be placed on a waitlist, the call will be transferred.