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Connect PolyAI to Tripleseat to automatically capture event and private dining leads from voice and webchat conversations. PolyAI collects guest details and creates leads directly in Tripleseat, so your team can respond faster and never miss an inquiry.
Before getting started, you need both a Tripleseat account and a PolyAI account.

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How it works

PolyAI acts as a conversational front end for your Tripleseat-powered venues. When a caller or chat user asks about private dining, events, or large party bookings, the PolyAI agent:
  1. Collects event details from the guest (name, date, party size, etc.)
  2. Creates a lead in Tripleseat via the Leads API
  3. Your events team picks up the lead in Tripleseat to follow up, send proposals, and confirm bookings
This works across multiple channels:
  • Voice - Callers speak their event details and PolyAI captures them automatically
  • Webchat - Chat users provide details through a guided conversation
  • SMS - For collecting information like email addresses that are difficult to capture over voice

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Prerequisites

To set up the Tripleseat integration, you need:
  • A Tripleseat account with API access
  • A PolyAI account with access to Agent Studio

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Setup

There are two ways to connect Tripleseat to PolyAI, depending on your project type.

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Connect via Agent Studio

Projects using the PLG restaurant template can connect Tripleseat directly from Agent Studio using OAuth 2.0.
1

Open the integrations page

In Agent Studio, go to the Integrations page and find Tripleseat.
2

Connect your Tripleseat account

Click Connect and sign in with your Tripleseat credentials. This authorizes PolyAI to create leads on your behalf.
3

Configure large party handling

Navigate to your site settings and find the Large party handling section. Set the max party number — when a caller requests a party larger than this, your agent will capture their details for Tripleseat instead of making a standard reservation.Select Send details to Tripleseat as the handoff method, then choose the Tripleseat location from the dropdown.
4

Set a fallback number

Choose a fallback phone number in case the Tripleseat connection fails. You can use your default transfer number or set a custom large party transfer number.

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Connect via public API key

For projects not using the self-service flow, your PolyAI representative can set up the integration using a public API key.
1

Contact your PolyAI representative

Reach out to your PolyAI account manager to start the integration process. You will need to decide which sites, locations, and lead sources to use.
2

Share your Tripleseat API key

In your Tripleseat dashboard, go to Settings > API & Webhook details and copy your Public API Key. Share this with your PolyAI representative.
3

Provide location and lead source details

Share the following with PolyAI:
  • Site ID and location ID for each venue
  • The lead source you want used for PolyAI-created leads (e.g., “Phone” or a custom source)
If you have multiple locations, each venue requires its own location ID mapping.
4

PolyAI builds the integration

PolyAI configures the integration for your venues. Once complete, your agent begins capturing leads automatically.

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Tripleseat hierarchy

Tripleseat organizes data in a hierarchy that maps to how PolyAI routes leads:
  • Customer - Your organization in Tripleseat
  • Site - A grouping such as a brand or business unit that contains locations
  • Location - An individual venue where leads are recorded
  • Lead - A booking inquiry created by PolyAI
If you are setting up Tripleseat from scratch, we recommend one site with one location per venue. Only use multiple sites if you need completely separate dashboards or permissions per brand.

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Data collected

PolyAI collects the following event details during a conversation and submits them as a Tripleseat lead.

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Standard fields

FieldDescription
Full nameGuest’s first and last name
Phone numberGuest’s contact number
Event dateRequested date for the event
Start timeRequested start time
Party sizeNumber of guests expected
Event typeType of event (e.g., birthday, corporate)
Additional notesAny extra details provided by the guest

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Enterprise fields

These additional fields are available for enterprise-tier projects:
FieldDescription
Email addressCollected via SMS (not over the phone)
Company nameGuest’s company or organization
Contact preferencePhone, email, or text
Event styleOn-premise, full-service catering, pick-up, or drop-off
End timeRequested end time
Marketing opt-inWhether the guest opts in to marketing emails
Email addresses are collected via SMS rather than voice because alphanumeric characters are unreliable over speech recognition.

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API reference

PolyAI creates leads using the Tripleseat Leads API. Endpoint: 
POST https://api.tripleseat.com/v1/leads/create.json?public_key={Public_Key}
Request body: 
{
  "lead": {
    "first_name": "Jane",
    "last_name": "Smith",
    "phone_number": "+15551234567",
    "email_address": "jane@example.com",
    "guest_count": 25,
    "event_date": "06-15-2026",
    "start_time": "6:00 PM",
    "event_description": "Birthday dinner",
    "additional_information": "Prefer private room",
    "lead_sources": [
      {
        "id": 18,
        "name": "Phone"
      }
    ],
    "location": {
      "id": 12345,
      "name": "Downtown",
      "site_id": 6789
    }
  }
}
If a site has more than one location, the location.id field is required.
For full API documentation, see the Tripleseat API overview and Leads endpoint reference.

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TripleseatDirect

TripleseatDirect is a separate, guest-facing self-serve booking layer. Instead of creating a lead via API, PolyAI sends the guest an SMS link to the TripleseatDirect booking page where they can complete their reservation directly.
TripleseatDirect is handled as an SMS action rather than an API integration. Contact your PolyAI representative to set this up.

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Disconnecting

If you disconnect Tripleseat from the integrations page, large party handling will fall back to your default transfer number. Callers requesting large parties will be transferred to the restaurant directly instead of having their details sent to Tripleseat.

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Next steps

  • Connect Tripleseat from the Integrations page in Agent Studio, or contact your PolyAI account manager
  • Configure large party handling in your site settings to set the party size threshold and Tripleseat location
  • Review the Tripleseat API documentation for authentication details
Last modified on April 15, 2026