> ## 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.

# Launching your agent

> This article outlines the two options you have to launch PolyAI agent. 

## 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.

|                        | Option 1 (Recommended)                               | Option 2                                              |
| ---------------------- | ---------------------------------------------------- | ----------------------------------------------------- |
| What you do            | Change your public number to your live PolyAI number | Forward your public number to your live PolyAI number |
| Transfer number        | Your existing public number                          | A **new secondary number** from your phone provider   |
| Phone provider needed? | No                                                   | Yes                                                   |

<Check>
  **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 If something's wrong or out of date there, the agent will say it or action accordingly on calls.
</Check>

Expand the option below that fits your setup for the full step-by-step.

<AccordionGroup>
  <Accordion title="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.

    <Info>
      The **transfer number** is the number that your PolyAI agent will transfer the guest to if their request requires human intervention.
    </Info>

    <Steps>
      <Step title="Step 1: Add your restaurant's original public number as the transfer number in the PolyAI platform" titleSize="h2">
        * **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 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)
          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
      </Step>

      <Step title="Step 2: Enable Secure Credit Card in OpenTable" titleSize="h2">
        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](https://guestcenter.opentable.com/).
        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
      </Step>

      <Step title="Step 3: Change your Google Business Profile’s phone number to your restaurant site’s live PolyAI number" titleSize="h2">
        <Tip>
          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 <u>United States or Canada</u>, 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 <u>different country</u>, 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 > Enter your preferred area code (optional) > Click "Add" to get your Live number. Do this for each site you are launching PolyAI at.
        </Tip>

        * **How to do this:**
          * If you manage it through **Google Search**
            1. Make sure you’re **signed into the Google account** that manages the business.
            2. Go to **Google Search** and type your business name.
            3. You’ll see a panel called **"Your Business Profile."**
            4. Click **Edit profile**.
            5. Select **Contact**.
            6. Under **Phone number**, click the pencil/edit icon.
            7. 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 <u>United States</u>, 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 <u>different country</u>, 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. 
            8. Click **Save**.
          * If you manage it through **Google Maps**
            1. Open **Google Maps** while signed into your business account.
            2. Search your business name.
            3. Tap/click the **Business Profile**.
            4. Select **Edit profile**.
            5. Go to **Contact**.
            6. 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).
            7. Click **Save.**
      </Step>

      <Step title="Step 4: Change the number of any public-facing materials to your restaurant’s live PolyAI number" titleSize="h2">
        * 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).
      </Step>

      <Step title="Your PolyAI Agent has been launched!" titleSize="h2">
        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.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="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.

    <Info>
      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).
    </Info>

    <Steps>
      <Step title="Step 1: Get a secondary restaurant number from your telephone provider" titleSize="h2">
        <Warning>
          The secondary number **must be different** from your restaurant's public/mainline number. If you use your mainline as the transfer number, calls will loop back into PolyAI when the agent tries to transfer a guest.
        </Warning>

        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 <u>secondary number</u> 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. \_
      </Step>

      <Step title="Step 2: Add the secondary number as the transfer number in the PolyAI platform" titleSize="h2">
        * **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
      </Step>

      <Step title="Step 3: Enable Secure Credit Card in OpenTable " titleSize="h2">
        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](https://guestcenter.opentable.com/).
        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
      </Step>

      <Step title="Step 4: On the day you want to launch, set up the call forwarding" titleSize="h2">
        The call forwarding must be set up (with <u>caller ID passthrough</u>) from your public restaurant number to the restaurant’s live PolyAI number. 

        <Tip>
          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 <u>United States or Canada</u>, 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 <u>different country</u>, 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 > Enter your preferred area code (optional) > Click "Add" to get your Live number. Do this for each site you are launching PolyAI at.
        </Tip>

        <Warning>
          Make sure that you have \*\*completed Step 2\*\*before setting up this forwarding.
        </Warning>

        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.*
      </Step>

      <Step title="Your PolyAI Agent has been launched!" titleSize="h2">
        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.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>

## Why is Option 1 recommended?

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.

## 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.

## 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.