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Sadie - Final Steps and Going Live

How to turn Sadie on and have it answer calls

 

Before you go Live, make some test calls to the number found in your settings. Make a reservation, ask Sadie some questions from the Knowledge Base, ask her to transfer you to a person. If she passes these tests, it's time to send her out into the real world (she's brave, don't worry).

 

There are two ways our venues do this - Let's start with the easiest and most common.

 

Change the phone number for your business on Google:

This is by the far the easiest way to go live with Sadie. All you need to do is go to the settings tab of Sadie, copy the phone number and paste it into your Google listing - That's it. There's nothing we have to turn on, on our end, you're good to go! 99% of the calls most businesses receive are directly from their Google listing, most people aren't saving a restaurants phone number. There are exceptions to this for venues like pizza places and fish and chip shops that have a lot of advertising material out in the world and need to keep their original number which brings us to option 2:

Keep your original number and have it call-forward to Sadie's number:

You can absolutely keep the original number of your business if that's your preference but there are some things you will need to keep in mind if you do this.

  1. You will need to call your telco and set up call forwarding. (Never a fun time and not a suffering we wish on any of our users).

  2. If you don't already have it, you will need to ask for a second number for your business (third if you include Sadie). This is because Sadie requires a number to transfer calls to in any of the events listed in your Transfers tab. If we don't do this, Sadie will transfer calls back to your original venue number, which will call forward back to Sadie. I can't think of a better way to annoy your customers.

  3. You will need to ask your telco to ensure phone number passthrough is turned on, on their end. This ensures Sadie is able to receive the callers number rather than your business number that has forwarded her the call. This provides a better user experience as she's able to ask callers if they're making reservations off of the number they're calling off rather than asking them to recite their number.

FAQ:
  • If you have an IVR / PBX system in place (If you call your venue and there's an operator that says "Press '1' for X, Press '2' for X") you may need to speak to your phone technician to have Sadie's number added to one of the options. For example, "Press '1' for bookings" can be routed to Sadies number.
  • Q: What’s the easiest and most popular way to set up Sadie?
    A: Using Sadie’s number as your main phone number (Option 1). Just update your Google listing and website with the Sadie number. No extra setup or phone lines needed, and it gets you live straight away.
  • Q: Can I keep my existing phone number?
    A: Yes, you can forward your current number to Sadie (Option 2). If you don’t already have multiple lines, you’ll need to get an extra number from your phone provider for Sadie to transfer calls back to your team
  • Q: Why do I need a second number in Option 2?
    A: Sadie needs a separate number to transfer calls back to the venue. If she transfers to your main number (the same one that’s forwarding to her), it creates a call loop — nobody wants that. 
  • Q: What is caller ID passthrough and why is it important?
    A: Caller ID passthrough allows Sadie to see the customer’s actual number, not your venue’s. This lets her ask, “Are you calling from this number?” instead of asking the caller to repeat it — creating a smoother experience.
  • Q: Can Sadie answer only if staff don’t pick up after a few rings?
    A: Technically yes, but this needs to be set up by your telco or phone provider using ring delay or overflow settings. It’s not something Sadie controls.
  • Q:Can Sadie only answer if my staff don't answer after 'X' amount of rings? A: Technically yes but we can't do that for you - You'll need to speak with your telco or phone technician.
Option 1: Use Sadie’s Number (Recommended) Option 2: Keep Your Existing Number and Forward Calls to Sadie Option 3: Use Sadie Within an Existing PBX or IVR System
Replace your existing number (e.g. on Google, website, socials) with the Sadie number. If you don’t want to change your public-facing number, you can forward it to Sadie. Technically possible to route PBX options like “Press 1 for bookings” to Sadie.
All calls go directly to Sadie first, who handles bookings, FAQs, and transfers as needed. You’ll need to: Requires support from a phone technician or your existing PBX provider.
Your existing number is used for call transfers back to the venue if needed. Contact your telco to set up forwarding  
No telco involvement, extra lines, or technical setup required. Request an additional number (if you don’t already have one) for Sadie to transfer calls back to the venue  
Most seamless and efficient way to get live quickly. Ensure caller ID passthrough is enabled so Sadie can recognize customer numbers  
No additional cost Works well for venues with printed materials or heavy branding around their existing number.  
Best caller experience Involves telco setup  
No loop or forwarding complexity Adds complexity  
  Potential for call loops if not set up correctly  
  Additional number and forwarding costs