Quick overview
You have two ways to launch your PolyAI agent. Option 1 is recommended — it’s faster and doesn’t require your phone provider.Before you go live — something we always remind restaurants:
- Review your Site content carefully before going live. The agent reads directly from what’s in the Sites tab (hours, menu, FAQs, reservation rules, etc.). If something’s wrong or out of date there, the agent will say it or action accordingly on calls.
Option 1 (Recommended): Change your existing public number to your live PolyAI number
Option 1 (Recommended): Change your existing public number to your live PolyAI number
This option is the easier of the two and involves changing your public number to your live PolyAI number so your existing public number can be used as the transfer number.
The transfer number is the number that your PolyAI agent will transfer the guest to if their request requires human intervention.
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Step 1: Add your restaurant's original public number as the transfer number in the PolyAI platform
- How to do this:
- Log in to the PolyAI platform
- Go to Sites on the left panel
- Click the appropriate site
- Scroll down to the Reservations and call handling section
- Enter your original public phone number to the “Transfer number” field
- Enter in E.164 format, which is + followed by country code and number (e.g., +14155551234)
- Click Save Version in the top-right
- Add a note about what you changed
- Then click Save Version again
- Click Versions on the left panel
- Click Go Live next to the version you saved
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Step 2: Enable Secure Credit Card in OpenTable
If you ever have reservations in OpenTable set up to require a credit card hold, enabling Secure Credit Card (SCC) within OpenTable will allow PolyAI to make those reservations. Here is how:
- Log in to the OpenTable for Restaurants website.
- Open the left menu and select Communications.
- Select Settings in the left sidebar.
- Toggle on the following options:
- SMS messages for in-house reservations
- Request credit cards for in-house reservations
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Step 3: Change your Google Business Profile’s phone number to your restaurant site’s live PolyAI number
- How to do this:
- If you manage it through Google Search
- Make sure you’re signed into the Google account that manages the business.
- Go to Google Search and type your business name.
- You’ll see a panel called “Your Business Profile.”
- Click Edit profile.
- Select Contact.
- Under Phone number, click the pencil/edit icon.
- Enter your live PolyAI number. This which can be found in the PolyAI platform, under the Numbers section on the left panel.
- If you are in the United States, click the ”+ Number” button under “Live numbers” > Choose the site > Enter your preferred area code (optional) > Click “Add” to get your Live number. Do this for each site you are launching PolyAI at.
- If you are in a different country, click the “Contact” button at the top of the page and submit a ticket asking for a Live number. A member of our team will get back to you once it’s available.
- Click Save.
- If you manage it through Google Maps
- Open Google Maps while signed into your business account.
- Search your business name.
- Tap/click the Business Profile.
- Select Edit profile.
- Go to Contact.
- Update your phone number to your live PolyAI number (which can be found in the PolyAI platform, under the Numbers section on the left panel).
- Click Save.
- If you manage it through Google Search
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Step 4: Change the number of any public-facing materials to your restaurant’s live PolyAI number
- Coordinate internally to update any public-facing materials (including your restaurant’s website) that contain your restaurant’s current public phone number, and change it to your live PolyAI number (found under Numbers in the PolyAI platform).
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Your PolyAI Agent has been launched!
Once you’ve changed the Google Profile and website numbers, PolyAI is live and you can view the calls the agent is having under the “Conversations” section on the left panel of the PolyAI platform.
Option 2: Forward your existing public number to your live PolyAI number
Option 2: Forward your existing public number to your live PolyAI number
This option is involves forwarding your public number to your live PolyAI number. It requires you to connect with your telephone provider to set up a secondary number, which PolyAI will use as the transfer number.
The transfer number is the number that your PolyAI agent will transfer the guest to if their request requires human intervention. This number cannot be the same as the restaurant’s public number (because that would put the guest in a loop if their request requires human intervention).
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Step 1: Get a secondary restaurant number from your telephone provider
This secondary number will be used as the transfer number by PolyAI and should ring at the restaurant. Reach out to your telephone provider with the following request:
_We are implementing a VoiceAI solution called PolyAI to automate some of our incoming phone calls and improve the customer experience. To configure this, we need you to set up a secondary number for our restaurant that rings that same way as our mainline [insert mainline number here]. The secondary number will be used by PolyAI to transfer callers to if their request needs human intervention. Please let me know once you have set up the secondary number. _
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Step 2: Add the secondary number as the transfer number in the PolyAI platform
- How to do this:
- Log in to the PolyAI platform
- Go to Sites on the left panel
- Click the appropriate site
- Scroll down to the Reservations and call handling section
- Enter your secondary number to the Transfer number field
- Enter in E.164 format, which is + followed by country code and number (e.g., +14155551234)
- Click Save Version in the top-right
- Add a note about what you changed
- Then click Save Version again
- Click Versions on the left panel
- Click Go Live next to the version you saved
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Step 3: Enable Secure Credit Card in OpenTable
If you ever have reservations in OpenTable set up to require a credit card hold, enabling Secure Credit Card (SCC) within OpenTable will allow PolyAI to make those reservations. Here is how:
- Log in to the OpenTable for Restaurants website.
- Open the left menu and select Communications.
- Select Settings in the left sidebar.
- Toggle on the following options:
- SMS messages for in-house reservations
- Request credit cards for in-house reservations
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Step 4: On the day you want to launch, set up the call forwarding
The call forwarding must be set up (with caller ID passthrough) from your public restaurant number to the restaurant’s live PolyAI number. To set up call forwarding, reach out to your telephone provider and send them the following message (replace the bracketed information):
We are implementing a VoiceAI solution called PolyAI to automate some of our incoming phone calls and improve the customer experience. To set this up, we need your help setting up the forwarding from our restaurant number [insert public number here] to the PolyAI number [insert the live number here, found in the PolyAI platform]. Please set this up on [insert date you want PolyAI to go live] and make sure caller ID is passed through during the forwarding. Thank you.
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Your PolyAI Agent has been launched!
As soon as the forwarding to PolyAI has been set up by your telephone provider, PolyAI is live and you can view the calls the agent is having under the “Conversations” section on the left panel of the PolyAI platform.