Support · going live

Diverting your phone to DineLine AI.

Once your Sandbox feels just right, you're ready for the exciting part, going live. To go live, all you need to do is divert your restaurant's main phone number to your DineLine AI virtual number.

This is where DineLine AI starts answering your real customer calls, taking real orders, and sending them straight to your kitchen.

Why do I need to divert my phone?

Diverting your phone ensures every call to your restaurant is answered instantly by your DineLine AI assistant. Instead of ringing out, going to voicemail, or pulling staff away from service, calls are forwarded directly to your AI system, which can handle orders, answer common questions, and keep your phone lines running smoothly. With call diversion:

  • You never miss a customer call, even during busy periods or outside trading hours.
  • Your team stays focused on in-store customers and kitchen operations.
  • Your AI assistant takes orders immediately, checks menu availability, and sends them to your POS or kitchen.
  • Callers get a consistent, professional experience every time.

Using a cloud PBX or hosted telephony system?

If your restaurant runs on a cloud PBX, hosted PBX, or cloud telephony service, diverting your incoming calls to DineLine AI is usually quick and effortless. Simply contact your provider and request a call forward to your DineLine AI number, it's a standard setup they handle every day. Once the divert is active, every customer call will flow seamlessly to your AI-powered ordering assistant.

Setting up call diversion on a PBX

To divert your restaurant's phone number to DineLine AI, set up a permanent (unconditional) call diversion from your PBX or virtual PBX to the DineLine AI number provided during onboarding. Most PBX systems allow this to be configured in the admin portal, handset menu, or through your telephony provider.

For the best experience, we recommend asking your PBX provider to enable Caller ID passthrough so the original caller's phone number is sent to DineLine AI. This may require enabling the SIP Diversion Header or P-Asserted-Identity (PAI), depending on your provider. If you're unsure, just tell your provider:

“I need unconditional call forwarding with the original Caller ID preserved using the Diversion header.”

Why is Caller ID pass-through needed?

Caller ID pass-through lets DineLine AI receive the original customer's phone number when a call is diverted. This enables DineLine AI to:

  • Identify returning customers automatically
  • Retrieve their previous orders so they can reorder instantly
  • Greet them by name and personalise the conversation
  • Build a customer profile for remarketing and loyalty
  • Reduce ordering friction, making every repeat call quicker and more accurate

If Caller ID isn't passed through, DineLine AI is unable to identify the customer, and these personalised features may not work as intended.

Why is a separate number needed for call transfers?

When a customer asks to speak with a team member, DineLine AI transfers the call to the number you've set in your restaurant settings. This transfer number must be different from your main phone number, otherwise it can create a call loop that prevents the customer reaching your staff and can overwhelm your PBX. Configure a second, dedicated number with your PBX or virtual PBX provider for smooth transfers.

What if my restaurant doesn't have a PBX?

If your restaurant only has a standard phone line, you'll still need a separate number for DineLine AI's “Transfer to a team member” feature. We recommend using a staff mobile, a manager's mobile, or another dedicated contact number so customers can be transferred directly without any call looping or routing issues.