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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.

Click the two options below for a detailed description of the steps to launch with each option.
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: Review and update your restaurant's site content in the PolyAI platform

  • How to do this:
    1. Log in to the PolyAI platform
    2. Go to Sites on the left panel
    3. Click the appropriate site
    4. Review all the content on the page and update as needed, then click Save Version on the top-right
    5. Click Versions on the left panel
    6. Click Go Live next to the version you saved
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Step 2: Reach out to your telephone provider to get a secondary number set up for your restaurant

This secondary number will be used as the transfer number by PolyAI and should ring at the restaurant. 
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Step 3: Add the secondary number as the transfer number in the PolyAI platform

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).
  • How to do this:
    1. Log in to the PolyAI platform
    2. Go to Sites on the left panel
    3. Click the appropriate site
    4. Scroll down to the Reservations and call handling section
    5. 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)
    6. Click Save Version in the top-right
    7. Add a note about what you changed
    8. Then click Save Version again
    9. Click Versions on the left panel
    10. Click Go Live next to the version you saved
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Step 4: Enable Secure Credit Card in OpenTable (if applicable)

If reservations are set up in OpenTable to require a credit card hold, make sure to enable Secure Credit Card (SCC) within OpenTable or PolyAI will not be able to book reservations. **Click HERE for instructions on enabling SCC. **If reservations do NOT require a credit card hold, you can skip this step and move on to Step 5. 
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Step 5: 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. 
Your live PolyAI number 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. 
Make sure that you have **completed Step 3 **before setting up this forwarding.
If your telephone provider is not listed above, please search their support portal for forwarding instructions or reach out to their support team and send them the following message (replace the bracketed information):
We are implementing a VoiceAI solution with 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 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. [Optional: If you want PolyAI to be forwarded only after a certain number of rings or during certain times of the day, add that information in. Otherwise, PolyAI will pick up immediately 24/7 when someone calls the restaurant.]
We recommend the PolyAI agent be turned on 24/7, but depending on your phone provider, you can customize if you want the call to be forwarded after a certain number of rings at the restaurant and/or only during certain times of the day.
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Your PolyAI Agent has been launched!

View the calls the agent is having under the “Conversations” section on the left panel of the PolyAI platform.
Option 1 is easier from a technical perspective. With Option 1, you do not need to have your telephone provider set up a secondary number for PolyAI to use as the transfer number. You also do not need to set up any call forwarding.

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What if you use an IVR (call menu) or have a complex phone system?

Please submit a ticket via the “Contact Us” button in the bottom-left of the PolyAI platform and provide as much detail as you can about your phone system. Include each call menu option in the description if you use an IVR system. Our team will review and get back to you with our recommendation for setting up PolyAI with your phone system.

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Need more clarification about how to launch your agent?

If after reading through the steps above, you still have questions about how to make your PolyAI agent live, please submit a ticket by using the “Contact Us” button in the bottom-left of the PolyAI platform. Please include as much detail as you can, including which of the two options you would prefer and which step(s) you need clarification on.