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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 If something’s wrong or out of date there, the agent will say it or action accordingly on calls.
Making the PolyAI agent live involves forwarding your public number to your live PolyAI number. Please read and follow the below steps to set this up correctly for each restaurant you want to launch PolyAI at:
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Step 1: Get a secondary restaurant number from your telephone provider

The secondary number must be different from your restaurant’s public/mainline number. This is the number that your PolyAI agent will transfer the guest to if their request requires human intervention
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:
    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 Publish in the top-right
    7. Add a note about what you changed
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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:
  1. Log in to the OpenTable for Restaurants website.
  2. Open the left menu and select Communications.
  3. Select Settings in the left sidebar.
  4. 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. 
Your live PolyAI number can be found in the PolyAI platform under the Numbers section on the left panel. If you don’t see a “Live” number there already, do the following: 
  • If you are in the United States or Canada, click the ”+ Number” button under “Live numbers” > Choose the site > Enter your preferred area code (optional) > Click “Add” to get your Live number. 
  • If you are in a different country, click the “Fill Form” button to submit a ticket with the requested company information.
    • After you have completed the form, you should receive an email with “Twilio Approved” within 24-48 hours.
    • Once it has been approved, go back to the Numbers section in PolyAI and click the ”+ Number” button under “Live numbers” > Choose the site > Click “Add” to get your Live number. 
Make sure that you have completed Step 2 before setting up this forwarding.
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. [If you want calls to be forwarded to PolyAI only during certain times of the day, insert the schedule here.] 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. Check out this article to learn how to continually monitor and improve your agent. 

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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.