# Welcome to Kea Voice AI Support đ
Welcome to the Kea Voice AI support hub! This guide walks you through how to get up and runningâfrom connecting your point-of-sale and forwarding calls to testing your AI and formatting your menu.
Get Started
## New to Kea AI?
Want to demo first? [**Click here**](https://demo.kea.ai/) **đŚ**
Super easy to get started with our Voice AI solution. You can go-live with your very own Voice AI for your restaurant in a day.
Start by signing up at [**app.kea.ai/signup/**](https://app.kea.ai/signup/business). Then start by Connecting your Point-of-Sale Menu so your AI knows what it can let customers place orders.
For more instruction simply follow along here: [Go Live with Voice AI](/go-live-with-voice-ai/add-faqs-and-confirm-location-details)
đ˛ Text us anytime: [**(650) 709-2993**](sms:+16507092993)
# Add FAQs & Confirm Location Details
There's endless information you can add to your kea AI Location. Once you add any info to your Location the AI knows it instantly for the next call.
### To Start building out your account:
{% stepper %}
{% step %}
### Log into kea AI Portal.
Visit [app.kea.ai](https://app.kea.ai/) to log into your account. After login, the first page you will land on is your Brand Overview. Here you can define your **Brand Description,** multiple **Locations**, or **Brand FAQs** that will be tied to all your locations.
On the right side of the page is the **kea AI Manager**, another AI helping create helpful tasks or call out things mentioned on calls that the AI does not yet know.
{% endstep %}
{% step %}
### Click into a Location to start filling out it's details.
Here you can define your location hours, address, holiday hours, amenities, and location specific FAQs. Once you add information your AI knows it instantly. Try adding info and then using the 'Test AI' button to have your AI call you so you can ask about it.
{% endstep %}
{% step %}
### After adding some key information about your location, let's connect your Point-of-Sale Menu
Connect Point-of-Sale
{% endstep %}
{% endstepper %}
Here are 3 key areas to add and update to make sure your customers stay in the know when they call:
* đ [Setting Location Hours](/kea-brand-portal-setup/setting-location-hours)
* â [Setting up Location FAQs](/kea-brand-portal-setup/setting-up-location-faqs)
* âĄď¸ [Important Links: Online Ordering, Reservations, Loyalty, Careers, Feedback](/kea-brand-portal-setup/important-links-online-ordering-reservations-loyalty-careers-feedback)
# Connect your Point-of-Sale Menu
Connecting your point-of-sale only takes minutes. Find your point-of-sale instructions below or use kea to store your AI Phone Menu to take orders.
{% stepper %}
{% step %}
### Log into kea AI Portal.
Visit [app.kea.ai](https://app.kea.ai/) to log into your account.
{% endstep %}
{% step %}
### Click into your Location and go to 'Location Menu' section.
Under 'Location Menu' you can select your Point-of-Sale to connect your menu.
{% endstep %}
{% step %}
### Follow the setup instructions to connect your Point-of-Sale.
Our menu application will walk you through steps to connect your Point-of-Sale so you can begin placing Test AI Orders on your menu. Take a look at specific point-of-sale docs below!
**Point-of Sale Direct Connections**
* [Toast](/point-of-sale-connections/toast)
* [Square](/point-of-sale-connections/square)
* Clover
* [Olo](/point-of-sale-connections/olo)
{% endstep %}
{% step %}
### Following Point-of-Sale Connection, toggle AI Ordering 'ON'.
You can do so within the kea Order View or on the Brand Overview on the Locations Table.
{% endstep %}
{% step %}
### đ Start Placing Test Orders!
Place a Test Order
{% endstep %}
{% endstepper %}
***
Don't see your Point-of-Sale? Go-live with kea AI's menu management and Direct-to-Printer setup here: [Using kea Direct-to-Printer](/point-of-sale-connections/using-kea-direct-to-printer)
# Placing Test AI Orders
Make sure a point-of-sale menu source is configured so the AI knows which menu to reference for test orders. If no menu is connected, the Order View will prompt you to link your POS. Connect your POS
{% stepper %}
{% step %}
### Log into kea AI Portal.
Visit [app.kea.ai](https://app.kea.ai/) to log into your account.
{% endstep %}
{% step %}
### Go to the Locations Table in the Brand Overview.
Click the Location you want to test.
{% endstep %}
{% step %}
### Find the Orders button at the top of the Location Page.
Clicking this will take you to the **kea Order View** for this specific location.
{% endstep %}
{% endstepper %}
## Placing a Test Order
To place a Test AI order any time, without it going to your Point-of-Sale and hitting your kitchen, follow the instructions below. You can also test your location by activating it and acquiring your dedicated kea AI phone number to call. Confirm AI Ordering is turned 'ON'. Please note that the AI will follow the location business hours you set.
{% stepper %}
{% step %}
### On the **Order View**, in the top right, click the **Test AI** button in the top corner of the page.
You do not need Ordering toggled on to place a test order as the **Test AI** feature lets you place a test order anytime, anywhere.
{% endstep %}
{% step %}
### Enter your phone number as the format of +15551239876
Click **Receive Call**. The AI will call you from a (650) area code.
{% endstep %}
{% step %}
### If you want, you can toggle sending Test Orders to POS by clicking 'Settings' and going to the 'Testing' option.
Here you configure if you want to see orders show up in your POS or back-of-house to the kitchen KDS.
{% endstep %}
{% step %}
### Place an AI Order based on the menu you connected and see it show when placed!
You can see it in the **kea Order View** or in your point-of-sale if you had Test Orders â Point-of-Sale configured.
{% endstep %}
{% step %}
### Have kea AI start talking customer calls
The best way to improve the AI is by having customers test it.
Go Live!
{% endstep %}
{% endstepper %}
***
{% hint style="info" %}
Noticing issues with the AI & your menu? Take a look at our [Menu Best Practices](/menus-and-voice-ai/menu-best-practices)
{% endhint %}
# Go-Live: Forwarding Customer Calls to Kea AI
## Get your kea AI Phone Number to Go-Live
{% stepper %}
{% step %}
### Log into kea AI Portal.
Visit [app.kea.ai](https://app.kea.ai/) to log into your account.
{% endstep %}
{% step %}
### Go to the Locations Table in the Brand Overview.
Here you can toggle AI Ordering **'ON'**.
{% endstep %}
{% step %}
### Click into your Location and go to 'Voice AI Configuration' section on the right of the Location page.
{% endstep %}
{% step %}
### Click 'Activate Location' to get a dedicated kea AI Phone Number.
Youâll receive setup instructions to get your kea AI phone number, including how to forward calls to go-live and add a secondary number for customers who want to speak with the store.
{% endstep %}
{% step %}
### After receiving your phone number, begin Call forwarding from your main business line to the kea AI Phone Number.
Most providers support simple call forwarding using \*21\*
1. On your main phone handset: Dial \*21\*
2. Enter the 10-digit kea AI phone number you want to forward calls to. Ex: 8881234567
3. Press the # key and wait at least 3 seconds for the confirmation.
Find your telephony provider if you need help: [Telephony Providers](/telephony-setup/telephony-providers)
{% endstep %}
{% step %}
### Once completed, confirm you added a secondary line to the location.
This feature allows us to forward calls to the store if someone wants to speak to the manager or has a general issue [How can the AI forward calls to the store?](/how-can-the-ai-forward-calls-to-the-store)
{% endstep %}
{% step %}
### You're live!
Welcome to peace of mind đ Signup for AI notifications using our **Daily Text Summary.**
Log into your account and click your avatar in the right corner. Select 'Notifications' and enter your phone number.
Or you can dive deep into your call analytics by visiting your Call Reporting. This updates each day at 12pm EST & Midnight. (Reporting times in PST)
Call Reporting
To learn more, checkout our Call Reporting docs here: [Call Analytics & Reporting](/kea-brand-portal-setup/call-analytics-and-reporting)
{% endstep %}
{% endstepper %}
***
We support any telephony provider and have built out a helpful list below for specific telephony companies.
Don't see your phone provider? No worries! đ˛ Text us anytime for direct help! [**(650) 709-2993**](sms:+16507092993)
***
Don't want to keep paying for your extra phone lines? Make your kea AI Phone number your own!
You can use your dedicated kea AI Phone Number and post it on Google Business & Yelp where most phone traffic comes in and share it out anywhere!
***
**Telephony Providers**
* [AT\&T](/telephony-setup/telephony-providers/at-and-t)
* [Comcast](/telephony-setup/telephony-providers/comcast)
* [COX](/telephony-setup/telephony-providers/cox)
* [Fluent](/telephony-setup/telephony-providers/fluent)
* [Google Voice](/telephony-setup/telephony-providers/google-voice)
* [RingCentral](/telephony-setup/telephony-providers/ringcentral)
* [Spectrum](/telephony-setup/telephony-providers/spectrum)
* [T-Mobile](/telephony-setup/telephony-providers/t-mobile)
* [Verizon](/telephony-setup/telephony-providers/verizon)
Activating your kea Voice AI is as simple as forwarding from your main business line to your dedicated [kea AI phone number](/how-to-train-your-ai/how-to-get-a-kea-ai-phone-number). We support any telephony provider and have built out a helpful list for specific telephony companies if you need help.
Don't see your phone provider? No worries! đ˛ Text us anytime for direct help! [**(650) 709-2993**](sms:+16507092993)
***
What if I Don't want to keep paying for your extra phone lines? Make your kea AI Phone number your own!
You can use your dedicated kea AI Phone Number and post it on Google Business & Yelp where most phone traffic comes in and share it out anywhere!
# Menu Best Practices
Menu Best Practices
For keaâs AI to handle your menu intelligently, several details need to be present for each of your menu items, regardless of what Point of Sale (POS) you use. This article will detail each, and explain how the AI will use that information when callers are placing orders.
### Menu items must have descriptions
Consider the Breakfast Plate above. The AI has no idea what is included with this menu item. Eggs? Bacon? Toast? The AI needs to have a description of the menu item in order to know these things. Callers may ask for an âegg plateâ--the AI might guess this means the Breakfast Plate, but it instead may just reply âIâm sorry, I donât see an âegg plateâ on our menuâ. If you include a description of the item (such as what it comes with), the AI will easily infer that âegg plateâ likely means the Breakfast Plate, as it is the only plate on the menu that comes with eggs.
### Menu items should have modifiers for any/all possible customizations
Your customers like to customize the items they order. This is only possible if those menu items support those customizations! Consider the Half Slab of Ribs aboveâif a caller asks for âno sauceâ, âextra sauceâ, or âa side of ranchâ, the AI will reply âIâm sorry, this menu item doesnât allow me to customize it that wayâ.
Think of all the ways a customer might want to modify or customize this menu item, and ensure that each item offers that ability. Common customizations include:
* Specifying a required selection such as salad dressing or protein choice, e.g. âChickenâ vs âPorkâ
* Removing a default ingredient, e.g. âNo tomatoâ
* Modifying a default ingredient, e.g. âExtra sauceâ or âLettuce wrapâ (burger bun substitution)
* Asking for an added ingredient not usually included by default, e.g. âCrispy onionsâ
* Flavors, e.g. âCajun styleâ vs âTraditionalâ
* Sizes, e.g. âLargeâ vs âSmallâ
* Quantity, e.g. â6 piecesâ vs â10 piecesâ for chicken wings or appetizers
* Cooking methods, e.g. âWell doneâ or âExtra crispyâ
Be as comprehensive as possible, as the AI cannot place orders to your POS if your POS does not offer that customization! The example below is better as it lets customers remove ingredients they may not want, but does not (yet) offer the ability to add extras.
### Separate option groups for default ingredients vs extras
The AI does not inherently know what ingredients come on your menu items by default. It infers it based on the description of the item as well as the option groups available for the item. If default options are in the same option group as paid/extra/add-on options, if the customer says âget me what it usually comes withâ, the AI will inadvertently include paid options as well, like in the example below.
By separating options into separate groups, such as default ingredients vs paid extras like in the example below, the AI will avoid this mishap.
### Menu item descriptions should mention any required selections
Many of your menu items are named similarly, and your customers donât always say the name of the menu item when they order. Consider the item belowâcustomers may ask for âa small chicken plateâ. The AI may ask âdid you mean the Chicken Tender Plate?â, a totally different menu item. The AI does not know that the Small BBQ Plate can come with chicken, because it is not part of this itemâs description.
To help the AI identify the item the caller is asking for, mention the possible selections in the description of the item, such as âPork, Chicken, or Sausage. Served with 3 sidesâ. This way, the AI will know that chicken is a possible meat choice for the Small BBQ Plate, and ask the caller to clarify âwhen you say âsmall chicken plateâ, do you mean the Chicken Tender Plate or the Small BBQ Plate with chicken?â.
### Combine menu items that come in different sizes or quantities
Consider these tea items:
* Small Tea
* Unsweetened
* Half and half
* Sweet
* Large Tea
* Unsweetened
* Half and half
* Sweet
This could also be structured like this:
* Unsweet Tea
* Small
* Large
* Half and Half Tea
* Small
* Large
* Sweet Tea
* Small
* Large
The latter is always better for the AIâwhy? Because the vast majority of customers are firstly focused on what they want to have, then fill in the details (like size) afterward. They are far more likely to say âget me a sweet teaâ than they are âget me a large teaâ. The AI has a much easier time identifying the desired item if it follows how most callers talk.
Other examples include things like combining âLarge French Friesâ and âSmall French Friesâ into a single French Fries menu item, with a required option for size selection.
Likewise, the same is the case for items that come with different quantities, such as a â6 Piece Chicken Wing Basketâ and a â10 Piece Chicken Wing Basketâ--make it just one menu item, with a required option for the quantity of pieces.
### Menu item names must be unique and sufficiently different
To help the AI identify the right menu item a caller is seeking to order, you should ensure items on your menu are unique enough to remove any room for error.
* Menu item names that are different, but only differ in the ordering of the same words are not sufficiently different.
* Menu item names that differ only in capitalization and/or punctuation are not sufficiently different.
* Menu item names that differ only in size-related words (e.g. small, medium, large) and their common abbreviations (S, Sm, M, Med, L, Lg, etc) are not sufficiently different. You should combine these items together, and make an option for their size variations.
* Menu item names that differ only in numbers or spelled-out numbers (e.g. six, ten, twelve) are not sufficiently different. You should combine these items together, and make an option for their quantity variations.
### Avoid using âexclusionâ or âremoveâ options and option groups
Consider a burger that comes with lettuce, tomato, and onions by default. You might have an option group for them that looks like either of these:
* Remove Ingredients
* Lettuce
* Tomato
* Onions
OrâŚ
* Remove Ingredients
* No Lettuce
* No Tomato
* No Onions
Both of these setups are confusing to the AI, and may result in inaccurately-customized orders and unhappy customers. Rather than having âexclusionâ options or option groups like in the above example, have âincluded by defaultâ options and option groups like below:
* Ingredients
* Lettuce
* Tomato
* Onions
In your menu, set up this option group where each of these ingredients are included by default. When a caller asks for âno onionsâ, the AI will know to include the lettuce and tomato but exclude the onions.
### Consider alternative names for commonly-customized items
You may offer some items that your customers call by different names, for example a Grits Bowl that can have sausage added to it may frequently be called a âsausage bowlâ by your customers. It is not guaranteed that the AI will infer that âsausage bowlâ actually means a Grits Bowl with sausage added to itâthe AI might reply âIâm sorry, I donât see a âsausage bowlâ on our menuâ.
To help this, it is good practice to create a separate item called âSausage Bowlâ, which essentially is just a Grits Bowl with added sausage. Despite them being two separate menu items representing the same dish, this will help the AI more easily identify that item when a caller orders it.
### Spell out whole words instead of using abbreviations or alternate spellings
Common abbreviations for sizes or units of measurement, like oz = ounces, L = liter, L = large, pc = piece, etc, will be read literally by the AI: a â6pc Chicken Wingsâ will be read as âsix pee-cee chicken wingsâ. To avoid this, spell out the entire word.
If you have items with alternate spellings, like âChikân Wangzâ, the AI will understand it when callers talk about it, but may mispronounce it when saying it back to the caller. You might consider modifying these names if the experience for your callers is poor.
### Handling exotic/foreign food names and pronunciations
Similar to the above, the AI may struggle with identifying and pronouncing the names of exotic or foreign menu items. A good way to handle this is to list both the foreign name of the item (spelled out phonetically in English) as well as its English translation, such as âKhao Pad Sapparot (Thai Pineapple Fried Rice)â.
The AI generally does well with American, Hispanic/Latin, Western European (e.g. French), and Southern European (e.g. Italian) foods, where you donât need to do this. However the AI generally does not do well with Asian, African, or Middle Eastern foods, which is where you will find yourself having to do this.
Likewise, please do not include non-English characters anywhere in your menu (e.g. ŕ¸ŕšŕ¸˛ŕ¸§ŕ¸ŕ¸ąŕ¸ŕ¸Şŕ¸ąŕ¸ŕ¸ŕ¸°ŕ¸Łŕ¸) as the AI cannot handle them.
# How Kea AI Reads Your Menu
Your menu is the source of truth for kea AI.
To deliver accurate, natural ordering experiences, keaâs AI relies on your menu as its **sole source of truth**. The AI doesnât âguessâ or inventâit strictly follows whatâs available and structured in your POS menu. To ensure the AI performs well:
* **Every menu item needs a clear description**. This allows the AI to understand whatâs included, infer intent (like âegg plateâ = Breakfast Plate), and match customer phrasing to menu items.
* Pizza sizing is a common exampleâsome restaurants call a 12-inch pizza a small, while others consider a 14-inch pizza a small. To avoid confusion, it's important to include this context directly in the item name (e.g. â12-inch Small Pizzaâ). We avoid trying to standardize this across all restaurants, as it could lead to mismatches. Over time, as more orders come in, the AI will learn how your customers refer to your specific sizes.
* **Modifiers are essential** for handling customizations. Without proper modifiers (e.g. "no onions", "extra sauce"), the AI cannot adjust orders or fulfill special requests as we don't want the AI to make it up and then confuse your kitchen staff.
* **Option groups should be structured smartly**âseparate default ingredients from extras, and avoid âNo Xâ exclusion options. This helps the AI know what comes standard and what can be added or removed.
* **Group size/quantity variations under one item** (e.g. âChicken Wingsâ with size options), instead of listing separate menu items i.e. 6 Chicken Wings; 12 Chicken Wings; 18 Chicken Wings. This aligns with how customers typically speak and improves order matching.
* **Use unique, clear menu item names**, avoiding small variations that may confuse the AI. i.e.
* **Spell things out**âavoid abbreviations like âpcâ or alternate spellings that could be misread or mispronounced.
* Sm â Small or Lg â Large.
In short, the better structured and more descriptive your menu is, the more accurate and natural the AI experience will be for your customers!
# Fixing Modifier Prompts in Your Menu
Learn how to adjust your menu settings so the AI correctly prompts for add-ons or options.
So you've started to place some Test Calls and you've found that the AI is not asking you what selection you would like attached to the menu item. The AI reads your menu exactly how you have it set up and prompts the customers based off what modifier groups are required to make a selection.
For this example, we will use ranch or bleu cheese preference with an order of wings. If the AI isnât asking customers which dipping sauce theyâd like, itâs likely due to how your menu itemâs âmin/maxâ selection settings are configured.
Follow these steps to update them:
1. **Open your menu settings**\
Go to the item where dipping sauces are listed (for example, wings, tenders, or combo meals).
2. **Locate the sauce modifier group**\
Find the section where your sauces (e.g., Ranch, Bleu Cheese, No Sauce) are listed as options.
3. **Check the âMin/Maxâ settings**
* The *Min* value is the **minimum number of sauces required**.
* The *Max* value is the **maximum number of sauces a customer can choose**.
4. **Adjust the values**
* If your settings currently say **1â0**, this prevents any sauce from being selected or prompted (since â0 maxâ means no selections allowed).
* Update the range to **1â5**. This setting means:
* The customer must pick **at least one** sauce (the AI will always ask).
* They can pick **up to five** sauces if they want extras.
5. **Save your changes**\
Once saved, the AI will correctly prompt customers to choose a dipping sauceâlike Ranch, Bleu Cheese, or âNo Sauceââand allow optional extras.
# Creating New Location
**Creating a Location**
1. To create a new Location, find the Location box in the Brand portal and click **Add**.
2. Hereâs what you need to do:
1. **Enter the Location Nickname:** This is how the AI will introduce the location to callers. For example, *âHi, thanks for calling \[Location Nickname]. My name is Ben, and Iâm a virtual assistant. How can I help you today?â*
2. **Add a Location-Specific Website:** If you have multiple locations, you can enter a specific website for each one. If you only have one location, you can use your brandâs main website.
3. **Include an Online Ordering Link:** This allows our AI to send a text when customers ask to place an order.
4. **Add Reservation Details:** If you accept reservations, provide the relevant details and include your reservation website for customers who want to book a table.
3. Click **Add Location** to save your new location.
4. Now youâll see it in the Brand Overview. Click on it to start adding more location-specific details!
#### **Creating Multiple Locations**
If you are managing a multi-location brand, you can easily copy a previously filled-out location as a template by following these steps:
1. Go to your **Brand Overview** page.
2. In the **Locations** table, find the location you want to copy and click the â ⎠â icon in the **Actions** column
3. Select **Copy** from the dropdown menu.
4. A confirmation modal will appearâclick **Confirm** to create your new templated location.
5. Your new location will now be set up with the copied template, ready for further editing.
# Setting Location Hours
How to update your Location's hours in kea AI.
{% stepper %}
{% step %}
### Navigate to
{% endstep %}
{% step %}
### Click your location you want to edit hours.
{% endstep %}
{% step %}
### Click "Edit" on the Location Business Hours section.
{% endstep %}
{% step %}
### Click the Day of the Week to Mark it open or closed. Red is closed and Green is open.
{% endstep %}
{% step %}
### To edit the time of opening or closing for that day, click a field and type in the preferred hours in the format of HH:MM.
{% endstep %}
{% step %}
### Change time of time for AM or PM by toggling the value next to the time input.
{% endstep %}
{% step %}
### Click "Save changes"
đ Your AI will immediately know your location's hours!
{% endstep %}
{% endstepper %}
# Customizing Your AI Phone Greeting
Your AI Phone Greeting is the first impression your Voice AI makes when answering a customerâs call. Customize this message to create a welcoming experience that reflects your brand and provides helpful information right from the start.
{% hint style="info" %}
We always recommend to keep your default AI Phone Greeting short to maximize order conversions. The message kea AI placed in by default can help maximize phone call â order conversion.
{% endhint %}
**How to Update Your AI Phone Greeting**
1. **Visit the Location Page**\
Go to the location you want to customize.
2. **Edit the AI Phone Greeting**\
In the âAI Phone Greetingâ section, click âEdit.â Here, you can modify the greeting your Voice AI will use to answer incoming calls.
1. **Default AI Phone Greeting:** This is what your Voice AI will say when your location is open.
2. **After Hours AI Phone Greeting:** This is what your Voice AI will say when your location is closed. If no message placed we will refer to the default message.\
3. **Save Changes**\
After editing the greeting, click âSave changesâ to apply the update. This will immediately impact any future calls.
4. **Test Call your AI**\
Call your kea phone number or use the 'Test AI' button to hear the reflected change on how the AI answers the phone for this location.
If you want returning customer's to be remembered by their first name, checkout this article: [Have the AI Greet Customers by First Name](/kea-brand-portal-setup/have-the-ai-greet-customers-by-first-name).
***
With this feature, you can ensure that every call starts on the right note, aligning your Voice AI with the tone and message you want to convey.
# How to Select a New Voice with AI
Learn how to preview and select different voices for your Kea AI assistant.
When you log into the Kea Brand Portal, you have access to over 60+ curated AI voices. These voices are designed to give your brand the right tone, clarity, and personality for guest interactions. Some premium voices require an upgrade to the Marketing Tier.
***
{% stepper %}
{% step %}
### 1. Log into the Kea Brand Portal
Go to and sign in with your account credentials.\
Once logged in, youâll land in your **Brand Overview**.
{% endstep %}
{% step %}
### Open the Voice Selection Page
In the **top-right corner**, click on your **avatar**.\
From the dropdown menu, select **AI Voices**.
{% endstep %}
{% step %}
### Browse Available Voices
Youâll see Keaâs three default voices plus **40+ curated voices** that have been tested for restaurant use cases.
* Voices without a lock icon are available to try immediately.
* Voices with a lock icon require a **Marketing Tier upgrade**.
{% endstep %}
{% step %}
### Request Access to Locked Voices (if needed)
If youâd like to unlock premium voices:
* Email ****, or
* Text the Kea Concierge AI at [**(650) 709-2993**](sms:+16507092993).
* You can always go to [kea.ai](https://kea.ai/) and use the game console to further test any voice! We make it that simple.
{% endstep %}
{% step %}
### Select and Save a Voice
Click on a voice to **preview** how it sounds. Once youâve found the right fit for your brand, **select and save** it as your default voice.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
â **Pro Tip:** Test your selected voice with a sample call to confirm pronunciation, pacing, and tone match your brandâs style.
{% endhint %}
# How to Customize Your Brand Tone with Kea AI
Have your Voice AI emulate your brand persona and tone using Kea's Brand Tone Configuration.
With Kea AI, you can make your voice assistant truly sound like your brand. The **Brand Tone** space lets you define how your AI should speak and behave â from word choice and personality to the overall âfeelâ of the interaction. Whether you want a warm Texas hospitality vibe, a coastal surfer style, or something uniquely your own, this feature ensures every customer call matches your brand identity.
{% stepper %}
{% step %}
### 1. Log into the Kea Brand Portal
Go to and sign in with your account credentials.
{% endstep %}
{% step %}
### Navigate to Brand Overview
From the **Brand Overview**, click the **Edit** button to open your brand details.
{% endstep %}
{% step %}
### Open the Brand Tone Section
Scroll down to the **Brand Tone** text box.\
This is where youâll define your assistantâs personality, word choices, and speaking style.
{% endstep %}
{% step %}
### Write Your Brand Tone Guidelines
In this space, describe exactly how your AI should sound.\
For example:
* âYou are from Texas, born and raised. Use words like howdy, yâall, darling, or sweetie, and speak with Texas warmth and charm.â
* âYou are a surfer from the California coast. Use casual phrases like dude, chill, and hang loose, with a laid-back coastal vibe.â
* âYou are a high-end French cafĂŠ. Speak with elegance, poise, and hospitality, always polite and professional.â
The more detail you provide, the more your AI will emulate your brand.
{% endstep %}
{% step %}
### Save Your Changes
When finished, click **Save changes**. Your updated tone will immediately apply to customer calls going forward.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
â **Pro Tip:** Pair your Brand Tone with a curated AI voice from the **Voice Selection** menu to give your assistant both the right sound and the right personality.
{% endhint %}
# How to use AI Voice Variability
Learn how to turn on AI Voice Variability for your restaurant.
When you log into the Kea Brand Portal, you have access to over 60+ curated AI voices. These voices are designed to give your brand the right tone, clarity, and personality for guest interactions. AI Voice Variability & some premium voices require an upgrade to our Growth Tier. Reach out to **** for questions on how to upgrade or text the Kea Concierge AI at [**(650) 709-2993**](sms:+16507092993)..
To activate AI Voice Variability, see the below steps:
***
{% stepper %}
{% step %}
### 1. Log into the Kea Brand Portal
Go to and sign in with your account credentials.\
Once logged in, youâll land in your **Brand Overview**.
{% endstep %}
{% step %}
### Open the Voice Selection Page
In the **top-right corner**, click on your **avatar**.\
From the dropdown menu, select **AI Voices**.
{% endstep %}
{% step %}
### Browse Available Voices
Inside the modal youâll see the toggle to turn AI Voice Variability.
* From here you will be able to select up to 5 different voices for Kea to randomly rotate through when customers call. Giving slight variation to customers so they feel as if a new person is answering every time and not the same old voice.
* Once you make these changes they immediate take effect.
* Each voice follows the [Brand Tone guidelines](/kea-brand-portal-setup/how-to-customize-your-brand-tone-with-kea-ai) set in your portal.
{% endstep %}
{% step %}
### As voices are selected they immediate take effect for Kea AI to rotate through.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
â **Pro Tip:** Test your selected voice with a sample call to confirm pronunciation, pacing, and tone match your brandâs style.
{% endhint %}
# Have the AI Greet Customers by First Name
Learn how to customize the AIâs first message to greet returning callers by name or add store and brand details.
When you log into the Kea Brand Portal, you can edit the **AI First Message** for each location. With first message variables, Kea allows you to dynamically insert a customerâs first name, store name, or brand name for a personalized experience. Take a look below on how to set.
***
{% stepper %}
{% step %}
### Log into the Kea Brand Portal
Go to and sign in with your account credentials.\
Once logged in, select the location you want to update.
{% endstep %}
{% step %}
### Open the AI First Message
Inside the chosen location, navigate to the **AI First Message** section.\
This is where you control what Kea says when answering calls.
We allow you to set first time customer messages via the 'AI Phone Greeting' as well as "Known Customer AI Phone Greeting'. For both open business hours & after hours when you are closed. The ultimate personalization at your finger tips within desktop or mobile.
{% endstep %}
{% step %}
### Add Personalization Tokens
In the message editor, type any of the following tokens:
* `@customer` â Callerâs first name (if known)
* `@store` â Store name for that location
* `@brand` â Your brand name
{% endstep %}
{% step %}
### Save Your Changes
Click **Save Changes** to update the greeting for that location.
Immediately takes effect for the next calls.
{% endstep %}
{% endstepper %}
{% hint style="success" %}
â **Pro Tip:** Bulk upload customer names & numbers for instant personalization, no training time required. Click below to learn more.
{% endhint %}
Safely Bulk Upload Customers
# Safely Bulk Upload Customer Name for Personalized Greeting
## How to Bulk Upload Customer Names
Learn how to instantly personalize your Kea AI assistant by uploading customer names and phone numbers in one step.
With bulk upload, your AI can greet customers by their first name on their very first call, no weeks of training required. You can easily upload customer data exported from your POS or marketing tools and start building personalized experiences right away.
{% hint style="warning" %}
This information is safeguarded under strict privacy and security controls by Kea to prevent any unauthorized disclosure.
{% endhint %}
***
{% stepper %}
{% step %}
### 1. Log into the Kea Brand Portal
Go to and sign in with your account credentials.\
In the top-right corner, click on your avatar.
{% endstep %}
{% step %}
### Open Bulk Upload Customers
From the dropdown menu, select **Bulk Upload Customers** within the dropdown of your avatar.
{% endstep %}
{% step %}
### Download the Template
Youâll see an option to download a template.
* Copy and paste your customer names and phone numbers into the template to match the optimal upload format.
* Make sure the format matches so the AI can recognize and train on the data correctly.
{% endstep %}
{% step %}
### Upload Your File
Re-upload the completed template.\
\
From this point forward, Kea will recognize these phone numbers and greet customers by their first name.
Have the AI Greet Customer by First Name
{% endstep %}
{% endstepper %}
***
{% hint style="success" %}
**Pro Tip:** If a caller gives a different name while placing an order, they can update it at the end of the call. Kea will save the new name for future calls.
{% endhint %}
# Important Links: Online Ordering, Reservations, Loyalty, Careers, Feedback
Adding all relevant links under the **Location Overview** is crucial for providing a seamless experience for your customers. This goes beyond just the Ordering Linksâby including links for Reservations, Loyalty Program, Catering, Careers, and Feedback, you ensure that customers have quick access to everything they need in one place. It enhances their overall experience, promotes additional services, and allows your team to capture more engagement and potential business opportunities. A complete set of links helps maintain consistency and ensures customers can easily navigate your offerings.
You can now streamline customer inquiries by sending quick SMS responses with relevant links, emails, or phone numbers for topics like reservations, loyalty programs, careers, feedback, or catering. On top of sending ordering links to place an order online.
**How to Enable and Customize SMS Responses**
1. **Visit the Location Page**\
Go to the location you want to configure.
2. **Edit in the Location Overview Section**\
In the âLocation Overviewâ section, click edit. Find the options for Loyalty, Catering, Careers, and more. Toggle each option on or off by selecting yes or no. Customize the SMS message content as well as the link, email, or phone number youâd like to share, as shown below.
3. **Save Changes**\
After making updates, save changes to ensure your settings are applied. You can always edit and change the values at any moment. This will immediately impact any future calls.
4. **Test Call your AI**\
Call your kea phone number or use the 'Test AI' button to ask about the above sections and ensure your Voice AI is responding as you'd like and sending texts.
***
With this feature, you can easily provide customers with the information they need, improving response times and directing them towards the best path.
# Setting up Location FAQs
To ensure the best performance of your virtual assistant and provide a seamless experience for your customers, we recommend including a comprehensive set of FAQs in your brand portal. These FAQs will help clarify common customer inquiries and guide the virtual assistant to deliver more accurate response.
Providing detailed answers to these FAQs enables your virtual assistant to respond more naturally and engage in deeper, more conversational interactions with customers. Instead of delivering answers verbatim, the assistant uses this information to tailor responses based on the customerâs tone and phrasing.
Our portal provides suggested FAQs to get you started, and you also have the option to add custom questions tailored to your needs.
Below is a list of suggested FAQs that you can add to enhance the overall functionality and reliability of your virtual assistant.
* What allergens are present in the current menu?
* How can I find nutritional information for items?
* Can I order online or through an app?
* Can I place an order in advance?
* What delivery services do you partner with?
* How far can you deliver food from the store?
* What should I do if I have an issue with my delivery?
* Do you offer mobile services or food trucks?
* How do I provide feedback or submit a complaint?
* Do you have a loyalty program I can join?
* How do I join the loyalty or rewards program?
* Can I combine rewards with other offers or discounts?
* Do rewards have an expiration date?
* How do I receive notifications about rewards and promotions?
* How do I opt out of receiving notifications?
* How do I apply to work there?
* What should I do if I have an HR-related question or need employment verification?
Additionally, we recommend adding descriptions for any house dressings or sauces that may not be fully explained on your menu. This will help clarify their ingredients and unique flavors for your customers. If any of your menu items are commonly known by nicknames, including these in the FAQ can also help avoid confusion during orders.
"Setting up Brand level FAQs.
# Adding your logo to order confirmation and payment links
Add your brand logo with ease for any important kea AI order confirmations with customers.
Adding your logo will white-label the Order Confirmation and kea Pay experience to your brand. Ensuring a smooth order experience for your customers.
See steps below to add your brand's logo:
{% stepper %}
{% step %}
### Click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Settings' button to the right
Click the settings button to open a dropdown to find the option 'Payment & Tickets'
{% endstep %}
{% step %}
### Inside the Payment & Tickets modal you will see a space at the bottom where you can see a space click or drag-n-drop your logo.
Ensure your file is a 2:1 ratio and curated to standout on a white backdrop. Make sure file size is not over 500KB. Accepted formats are PNG, SVG, and JPG.
After uploading, your brand will appear in the space.
{% endstep %}
{% endstepper %}
**Having issues uploading the right format? Feel free to contact our support team here via SMS or Call: đ˛** [**(650) 709-2993**](sms:+16507092993)
Hereâs an example of what the logo looks like within kea Pay.
# Custom Upsell Controls with Kea AI
Learn how to set up custom AI-powered upsells in your Kea account.
Upsell Controls are a powerful tool for growing your average order value and discovering what your customers really want. By configuring strategic upsells, you can generate additional revenue on every call while testing which items and combinations resonate most with your customers. Use this feature to experiment with different product pairings when adding new limited time offerings to your menu, identify high-performing menu items, and continuously optimize your offerings based on real customer responses. The data Kea AI helps you gather helps you make smarter menu decisions. A first of it's kind for Voice AI.
{% hint style="success" %}
Before accessing Upsell Controls, make sure your account is on the right plan. Reach out to or text [(650) 709-2663](sms:+16507092663) to have us temporarily upgrade your account.
{% endhint %}
### Step 1: Log into the Kea Account Portal
Navigate to to reach your brand overview.
### Step 2: Navigate to Brand Overview
Scroll down past the locations table to the brand overview section.
### Step 3: Access Upsell Control
Click the **"Upsell Control"** tab to switch to the upsell management interface.
### Step 4: Add a New Upsell
Click **"Add"** to create a new upsell rule.
### Step 5: Define the Trigger Item
Select the item or category you want to trigger an upsell when the customer adds it to the cart.
### Step 6: Configure What to Upsell
Choose what will be offered to the customer:
* Another item
* Another menu category entirely
* A modifier option on that item (e.g., upsell pepperoni when a cheese pizza is added to the cart)
### Step 7: Add Custom Instructions (Optional)
Custom instructions act as context-injection for the AI, allowing you to fine-tune how the upsell is presented. By providing context about the item, category, or modifier, the assistant uses that information to improve the upsell experience.
Instead of generic upsells like "Would you like to elevate your burger...", the AI can reason better and create more natural, brand-specific suggestions that increase conversion rates for upsold items and customizations.
### Step 8: Save Your Changes
Click **"Save"** to activate your upsell rule. Changes take effect immediately for the next call.
{% hint style="info" %}
**Upsell Rules**
1. By default, any item added to cart, Kea AI dynamically takes the category of this item to upsell a complimentary category. Meaning Kea AI automatically looks to upsell categories if no upsell controls are present. This works automatically once your menu is connected. i.e. Customer added pizza to cart? Kea AI will automatically look to upsell a category like a drink or dessert.
2. When adding an Upsell Control, Item-level upsells always have highest priority. Even if a category-level upsell rule is present. Customer adds Supreme Pizza to cart, the Kea AI will try to upsell a specific item or category you set in the item-level upsell control.
3. If an item-level upsell does not have an upsell control set, Kea AI automatically falls back onto that item's category's upsell if present.
4. If the category-level upsell does not trigger (e.g. if the caller already has an item in their cart that was meant to be upsold, or already has an item in their cart from a category that was meant to be upsold), Kea AI should simply ask "anything else you'd like?"
{% endhint %}
### Curious about Upsell Attribution and how it is performing?
Head to your [**Call Data**](https://app.kea.ai/reporting) section to see the new Successful Upsells and Successful Upsells Revenue tiles to measure upsell success by the AI. You can also click into the new "Upsell" tab in the reporting to see line by line upsell data information.
*New Upsell Data Tiles to the Call Data Overview*
*Breakdown each upsell or export into your own data tool to further evaluate*
Have any further questions on upsell setup? Feel free to contact our support team here via SMS or Call: đ˛ [(650) 709-2663](sms:+16507092663)
# Enabling Delivery with Voice AI
Learn how to enable Voice AI with Delivery.
Before enabling Delivery, you must enable our kea Pay with Stripe Connect as delivery orders require payment before confirming the order. If not completed, visit below first then return back.
Enable kea Pay
{% hint style="info" %}
If you want Delivery orders forwarded to store. Enable the Handoff mode in your location. Then by not doing the below settings. The AI will know to forward delivery calls to store.
Point-of-sales we currently support delivery for are Toast, Clover, Square, and kea POS.
{% endhint %}
{% stepper %}
{% step %}
### After enabling bank details, click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Delivery' button to the right
Click the settings button to open a dropdown to find the option 'Delivery'
{% endstep %}
{% step %}
### Inside the Delivery modal you can enable the settings with the toggle.
By default we include your location zip Code but allow you to add other zip codes you delivery to. Straight line distance or how far in terms of miles you deliver to is on our Feature Roadmap.
You can configure Delivery Service Fees, Driver Tips, and a separate Delivery Availability schedule that differs from your regular store hours based on your driver availability.
{% hint style="success" %}
We configure & store our own delivery settings in the event the point-of-sale going down so the AI can continue to interact and validate customer delivery addresses.
{% endhint %}
{% endstep %}
{% step %}
### Once enabled, Delivery via Voice AI is live!
Your AI will instantly be able to take delivery orders and send them to your point-of-sale similar to an online delivery order being place.
Take a look below on how the AI confirms address & payment for delivery orders.
How Delivery works
{% endstep %}
{% endstepper %}
**Have any further questions on payments and processing? Feel free to contact our support team here via SMS or Call: đ˛** [**(650) 709-2993**](sms:+16507092993)
# How Delivery with AI works
Learn how kea AI confirms and processes delivery orders for customer
When a customer calls to place an order, if Pickup & Delivery is enabled, the AI will first ask if the order is for on of those options. If the customer says Delivery, the AI proceeds with the Delivery order.
At the end of the call, once the customer confirms their order, the AI will send a SMS message for the customer to confirm their address and payment.
Hereâs an example of what Delivery kea Pay looks like to a customer placing an order below.
{% hint style="info" %}
To learn how to white-label your order confirmation and payment experience click [**here**](/kea-brand-portal-setup/adding-your-logo-to-order-confirmation-and-payment-links).
{% endhint %}
{% stepper %}
{% step %}
### Customer receives SMS message from kea AI
*"Hi, thanks for placing your delivery order with Dough Boys! Payment is required before the kitchen starts your order. Click the link below to pay: pay.kea.ai/12345"*
{% endstep %}
{% step %}
### When customer opens the link they have the ability to quickly locate their address
In the event their address is out of range, the customer has the ability to quickly change to a pickup order.
{% endstep %}
{% step %}
### After providing and confirming address, the customer is taken to the payment page
Here they can use digital wallets like Apple & Google pay for easy checkout.
{% endstep %}
{% step %}
### Once the order is paid, the order is injected into your point-of-sale
From here you can dispatch your team of drivers or third-party dispatch. Similar to an online order!
{% hint style="info" %}
To learn how to white-label your order confirmation and payment experience click [**here**](/kea-brand-portal-setup/adding-your-logo-to-order-confirmation-and-payment-links).
{% endhint %}
{% endstep %}
{% endstepper %}
**Have questions? Feel free to contact our support team here via SMS or Call: đ˛** [**(650) 709-2993**](sms:+16507092993)
# Placing Scheduled Orders with AI
Learn how to let customers place scheduled orders in advance, even before your restaurant opens or before the dinner rush.
Scheduled Orders allows customers to palce orders in advance, even before your restaurant opens or before the dinner rush.
**Before enabling Scheduled Orders, you must enable our kea Pay with Stripe Connect as Scheduled Orders are required to be paid-in-advance by our Point-of-Sale partners.** If not completed, visit below first then return back to configure our Scheduled Orders feature.
Enable kea Pay
{% hint style="info" %}
Kea AI's Scheduled Orders feature allows customers to place scheduled orders in advance, even before your restaurant opens or before the dinner rush.
{% endhint %}
{% stepper %}
{% step %}
### Navigate to [app.kea.ai](https://app.kea.ai/) and log into your account
Navigate to the location table and click the location where you want to enable Scheduled Orders.
{% endstep %}
{% step %}
### Scroll to the Dining Options section
Click 'Edit' to open the modal to configure the new Schedule Order dining option. With [kea pay enabled](/taking-payments-with-voice-ai/enabling-kea-pay-for-pickup-and-delivery-orders) the Schedule Orders feature will allow you to toggle 'Yes'.
{% endstep %}
{% step %}
### Kea AI will now be able to take guests orders for later in the day when prompted
Customers can place orders later in the day when requesting a different time. The AI picks up on the language of "later" or "schedule an order".
{% hint style="warning" %}
For Scheduled Orders, Customers are required required to pay-in-advance by our Point-of-Sale partners. This avoids any missed payments or no-shows from Customers.
{% endhint %}
{% endstep %}
{% endstepper %}
## How Scheduled Orders works with Voice AI
{% stepper %}
{% step %}
### Customer calls into the store and the AI answers the call
{% endstep %}
{% step %}
### Customer mentions they would like to place an order for "later" or "Schedule an Order"
{% endstep %}
{% step %}
### The AI recognizes the language and asks for their preferred pickup time, then proceeds with the customers order.
At the end of the call, the AI informs the customer that a link has been sent to confirm their order and scheduled pickup time.
{% endstep %}
{% step %}
### At the end of the call, the AI informs the customer that a link has been sent to confirm their order and scheduled pickup time, as well as payment for the order.
Customers can use digital wallets like Apple & Google Pay and quickly confirm their time.
{% endstep %}
{% endstepper %}
# Different Call Routing Options
The Call Routing section in keaâs portal allows you to customize how the virtual assistant handles various call scenarios for each location. You can choose if customers can connect to the store directly or if they should only receive links for specific requests. Additionally, you can set rules for handling calls received after business hours, ensuring a smooth experience for customers even when your location is closed.
To configure these settings:
1. **Customer asks to order**: Decide if callers can connect to a live person at the store or receive text links only.
2. **After-Hours handling**: Set up how the AI should respond when your location is closed, such as sending an hours link or a general message.
This flexibility ensures your virtual assistant provides a tailored response based on each callâs context, improving customer satisfaction and managing call flow effectively.
# Adding Holiday Hours
Learn how to add Holiday Hours to your AI.
When it comes to holidays, customers often call to confirm if your store is open, especially when they donât trust online listings. Answering this question can be the key to converting them into a same-day visit.
**How to Update Your Holiday Hours**
1. **Visit the Location Page within the kea brand portal**\
Go to the location you'd like to update the holiday hours.
2. **Edit the Hours**\
Look for the âLocation Holiday Hoursâ section, as shown in the image below, and select "Edit." From here, you can type in a holiday and adjust your hours for that upcoming holidays. Some holiday examples may include Thanksgiving, Christmas, and New Yearâs.
3. **Save Changes**\
Once youâve made the necessary updates, save the changes to ensure theyâre reflected in your customer-facing information. This will immediately impact any future calls.
4. **Test Call your AI**\
Call your kea phone number or use the 'Test AI' button to ask about holiday hours and ensure your Voice AI is responding as you'd like.
***
By keeping your holiday hours updated, you can improve the customer experience, reduce call volume with clear hours, and ensure your business runs smoothly during the festive season.
You can also add a personal touch to your [AI Phone Greeting](/kea-brand-portal-setup/customizing-your-ai-phone-greeting) by including a quick holiday message. This helps set expectations and makes customers feel informed and valued.
# Accessing different kea AI Accounts
Follow these steps to log in and switch between kea AI accounts:
1. **Log In**: Go to and log into your account.
2. **Access Multiple Portals**:
* Once logged in, navigate to the icon in the upper-right corner (next to the support button).
* Click this icon to open a drop-down menu.
* Select **Switch Account** from the drop-down options.
* From here, you can choose the specific account portal you wish to access and assist.
These steps will allow you to navigate seamlessly between accounts to provide support and manage configurations as needed.
# Call Analytics & Reporting
This Call Reporting feature allows you and your team to measure call trends and gain insights into your locations like never before. With key metrics such as call trends over time, total call time saved, and resolved customer calls.
If you have multiple locations, you can break down reports by individual location or generate a high-level overview of your total call volume. You can also drill down into specific days or custom time ranges.
To access your new **Call Reporting** feature, simply log in to your **Brand Portal** at [app.kea.ai](broken://pages/fqj7fuso3G8rqiq2Glt9). On the **Brand Overview** page, youâll find a new section called **Reporting**. Click on the **Call Data** button to then explore all your call metrics.
Take a look below for helpful tips around each metric and the new **Reporting** page.
#### **Metrics & Tips**
* **Data Refresh:** Data is updated twice a day around midday and just past midnight EST (12:37pm EST & 12:37AM EST respectively). By default, data is shown for the past 7 days across all locations. Use the date and location filters to refine the results. For brands with multiple locations, utilize the Multi-location option at the top of the Reporting page for a comprehensive view.
* **Calls Over Time:** Identify call trends to understand peak call times.
* **Total Calls:** View the total number of calls over a selected period.
* **Orders Taken:** Track the count of orders taken during the chosen time range.
* **Total Call Time (Minutes):** See how much employee time has been saved by having the AI handle calls.
* **New Callers:** The number of unique callers speaking to the AI for the first time within the selected date range.
* **Repeat Callers:** The number of unique callers who have interacted with the AI previously.
* **Average Call Duration (Minutes):** The average time per call within the selected date range.
* **Forwards to Store:** Count of times customers requested to speak directly with the store.
* **Orders Taken Over Time:** Track order trends from calls over a chosen period.
* **Links Sent Over Time:** Monitor trends in requested links, including ordering, reservations, catering, feedback, careers, and loyalty programs.
* **Forwards Over Time:** View trends in call forwards from the AI to the store during a given period.
# Editing multiple locations at once
Bulk editing in Kea allows users to update settings across multiple locations at once instead of editing each location individually. This helps save time, reduce errors, and ensure consistency across all locations.
Users can select one, multiple, or all locations and apply updates (such as hours, greetings, FAQs, or settings) in a single action. Changes are applied immediately across the selected locations once confirmed.
Follow [this instructional how-to guide](https://app.tango.us/app/workflow/Bulk-Editing-Multiple-Locations-in-your-Kea-Portal-fee32902c2064e74bfb6bd7d06b55b7f) or read the steps below:
#### 1. Access Locations
* Navigate to the **Locations overview** in your Kea portal
* View all locations in one place
#### 2. Open Bulk Edit
* Click the **Modify / Bulk Edit option**
* This opens the bulk editing interface
#### 3. Select Locations
* Choose:
* Individual locations
* A group of locations
* Or **select all locations**
#### 4. Choose What to Update
* Select the fields you want to edit across locations, such as:
* Business hours
* Holiday hours
* AI greetings
* FAQs
* Amenities or settings
#### 5. Apply Changes
* Enter updated values
* Apply changes to all selected locations at once
# Toast
Connect kea AI to Toast POS to send orders directly to your point-of-sale and kitchen.
First make sure you are logged into your kea account at [app.kea.ai](broken://pages/66r1gBCUbGJZElERqvGJ). When entering your account on the Brand Overview, click the first location you would like to connect. Make sure your locations have an address added.
*This setup takes around 5-10 minutes. Once connected, any updates to your Point-of-Sale system will automatically sync with our menu application, ensuring the AI has the latest information.*
**Follow the link below:**
[Integrate Toast POS with Kea AI and Stream](https://app.tango.us/app/workflow/Integrate-Toast-POS-with-Kea-AI-and-Stream-2aff7bacfbdf4e889158b25a7b7741d8)
\--> Pro tip: use the "Guide Me" function for a live and interactive, step-by-step walkthrough mode
\
*following the steps from the link above, you can now connect your DSP via Stream:*
**Connecting your DSP:**
1. Following the process above step, you will see Menu items imported from that Toast Location.
2. Next, in the top right corner you will see a green â+â button. Click this to connect your Toast Location to the kea Voice AI.
3. A modal will appear to connect kea. Continue through and authorize kea once again. This will reload the AI to train on the menu for this given location.
4. Then you will be able to bind the Toast Location to the kea location found in your portal. For multi-locations, you can map kea locations to each Toast Location. If a kea location is missing. You can always go back into the kea brand portal at app.kea.ai. Make sure each location has an address.\
\
**Editing Location connections**
Adding new locations and connections to menu sources is easy. When creating a new location in kea, follow the steps above.
Inside the menu application, you can visit the POS integration connection by clicking your top right avatar and then click settings.
Visiting the **Location & Integrations** page to add new locations from POS sources and then map them to kea locations.
If any issues, feel free to reach out to Customer Success at .
# Square
Connect kea AI to Square POS to send orders directly to your point-of-sale and kitchen.
First make sure you are logged into your kea account at [app.kea.ai](http://app.kea.ai/). When entering your account on the Brand Overview, click the first location you would like to connect. Make sure your locations have an address added.
*This setup takes around 5-10 minutes. Once connected, any updates to your Point-of-Sale system will automatically sync with our menu application, ensuring the AI has the latest information.*
**Location Overview**
1. On the Location Overview, at the bottom right of the page, you will see a section called **Location Menu**.\
2. Click âConnect Menu Sourceâ and a modal will appear letting you know that you are going to connect via our menu application. Click âConnectâ to proceed. This will open up a new tab to use our kea menu application.
**Menu Application Setup**
1. When inside the menu application, you will see the option to âConnect POSâ.
2. Select Square as your Point-of-Sale you would like to connect.
3. From here, follow the integration steps on the screen to login into Square by clicking âConnect POSâ.\
4. You will log into Square and authorize kea AI to access your point-of-sale system.\
5. After authorizing you will come back to the kea menu app and select the Square locations you want to import. Select all or select the locations you want to map to your kea locations.\
6. After confirming locations you will start to see your menus and items inside the kea menu app. Follow the next section below to tie these locations to kea Voice AI locations.
**Tie kea Voice AI Locations to Square Locations**
1. At the top right click âConnect Delivery Partnerâ or the kea icon.
2. Click the kea icon one more time to Connect DSP. This will take you to a page to click âAuthorizeâ. This is a key step to allow you to link Square locations to kea locations.
3. From here tie the Square locations to your kea Voice AI locations. Click âSubmitâ to finalize the connection.
4. Congrats! Your Square locations are now connected to your kea Voice AI locations!\
5. You can now go back to your brand portal tab and see that the location synced with your Square POS menu.\
6. Once connected, any updates to your Point-of-Sale system will automatically sync with our menu application, ensuring the AI has the latest information.
**Editing Location connections**
Adding new locations and connections to menu sources is easy. When creating a new location in kea, follow the steps above.
Inside the menu application, you can visit the POS integration connection by clicking your top right avatar and then click settings.
Visiting the **Location & Integrations** page to add new locations from POS sources and then map them to kea locations.
*If any issues, feel free to reach out to Customer Success at* [*support@kea.ai*](mailto:support@kea.ai)*.*
# Clover
Connect kea AI to Clover POS to send orders directly to your point-of-sale and kitchen.
First make sure you are logged into your kea account at [app.kea.ai](http://app.kea.ai/). When entering your account on the Brand Overview, click the first location you would like to connect. Make sure your locations have an address added.
*This setup takes around 5-10 minutes. Once connected, any updates to your Point-of-Sale system will automatically sync with our menu application, ensuring the AI has the latest information.*
**Location Overview**
1. On the Location Overview, at the bottom right of the page, you will see a section called **Location Menu**.\
2. Click âConnect Menu Sourceâ and a modal will appear letting you know that you are going to connect via our menu application. Click âConnectâ to proceed. This will open up a new tab to use our kea menu application.
**Menu Application Setup**
1. When inside the menu application, you will see the option to âConnect POSâ.
2. Select Clover as your Point-of-Sale you would like to connect.
3. From here, follow the integration steps on the screen to login into Clover by clicking âConnect POSâ.\
4. You will log into Clover and authorize kea AI to access your point-of-sale system.\
5. After authorizing you will come back to the kea menu app and select the Clover locations you want to import. Select all or select the locations you want to map to your kea locations.\
6. After confirming locations you will start to see your menus and items inside the kea menu app. Follow the next section below to tie these locations to kea Voice AI locations.
**Tie kea Voice AI Locations to Clover Locations**
1. At the top right click âConnect Delivery Partnerâ or the kea icon.
2. Click the kea icon one more time to Connect DSP. This will take you to a page to click âAuthorizeâ. This is a key step to allow you to link Clover locations to kea locations.
3. From here tie the Clover locations to your kea Voice AI locations. Click âSubmitâ to finalize the connection.
4. Congrats! Your Clover locations are now connected to your kea Voice AI locations!\
5. You can now go back to your brand portal tab and see that the location synced with your Clover POS menu.\
6. Once connected, any updates to your Point-of-Sale system will automatically sync with our menu application, ensuring the AI has the latest information.
**Editing Location connections**
Adding new locations and connections to menu sources is easy. When creating a new location in kea, follow the steps above.
Inside the menu application, you can visit the POS integration connection by clicking your top right avatar and then click settings.
Visiting the **Location & Integrations** page to add new locations from POS sources and then map them to kea locations.
*If any issues, feel free to reach out to Customer Success at* [*support@kea.ai*](mailto:support@kea.ai)*.*
# Olo
Connect kea AI to Olo to send orders directly to your point-of-sale and kitchen.
First make sure you are logged into your kea account at [app.kea.ai](https://app.kea.ai/).
*This setup takes around 5-10 minutes. Once connected, any updates to your Point-of-Sale system will automatically sync with our menu application, ensuring the AI has the latest information.*
**Integration Settings**
1\. In the top right of your account look for your Account Avatar and click.
2\. When clicking the Avatar, you will see an Integrations option. Hover over integrations and select Olo. You can also get to Olo via a Location's Menu Source and selecting Olo as a Point-of-Sale.
**Olo Approval**
***\*\*\*Before moving forward, make sure you have connected with you Olo Representative to add kea AI as an authorized Ordering 3rd party. This is required by Olo before moving forward with this connection. Make sure you are added as a project owner as well as the following kea member: \*\*\****
**Configuring Olo**
Once kea AI is approved for your Olo instance, click 'Next' on the modal. Keep your kea browser open while configuring these next Olo steps.
1\. First we will create a new Webhook in Olo. You can do this in your [Olo Portal](broken://pages/xx10RlGgDdpvbZtQ7iT1) near the bottom left hand corner of the page under Dev Tools. Click the 'Webhook' tab.
2\. When on the Webhook Page in Olo click 'Add Webhook'.
3\. On the next page, name the Webhook 'kea AI Ordering'. Take the destination URL presented in your kea Olo setup and enter into the Olo Webhook you are creating.
4\. Make sure the following is enabled under Event Types:
* Menu Events:
* Menu Item Availability Changed
* Vendor Menu Export Complete
* Restaurant Events:
* Vendor Availability Changed
* Vendor Temporarily Disabled
5\. Once the Event Types are configured and Destination URL entered hit 'Save Webhook as Draft' at the bottom of the newly created webhook.
6\. A modal will appear with a Webhook Shared Secret. Copy this and enter on step 4 of the Olo configuration modal.
7\. Next visit your [Olo Developer Portal](broken://pages/xx10RlGgDdpvbZtQ7iT1) and find the recently created Project for your brand with kea.
8\. Click into the Project and find the **API Key**. Copy this API and paste into Step 5 of the kea Olo Configuration modal.
9\. Once the above steps are completed hit 'Next' to test this connection.
**Test Olo Connection with kea**
1\. When testing the connection kea will hit the newly created Olo endpoint
2\. Go back to your recently created kea Ordering Webhook in the [Olo Portal](broken://pages/xx10RlGgDdpvbZtQ7iT1)
3\. Click the 'Test Webhook' button which will turn the Olo -> kea connection green.
4\. Click 'Next' to start connection Olo stores to kea stores.
**Connecting Olo Stores to kea Locations**
1\. After hitting next, you will have the ability to connect Olo stores to kea locations by mapping them one-to-one.
2\. Here you can set up one connection to test or do all the store connections.
3\. You can always revisit this connection space by visiting a location's menu source connection and hitting the setting button. Or using the avatar to go back to the integration settings.
4\. Once connected our system will pull down that stores menu for a given location and activate our AI to train on your Olo menu. Give a few minutes to make sure all menu details are ingested before testing.
5\. Now anything updated in Olo will automatically pass to kea for the Voice AI to know!
If any issues, feel free to reach out to ****.
# Using kea Direct-to-Printer
Want to use our kea Order View in kitchen and connect a printer? đ˛ Text us anytime to get started: [**(650) 709-2993**](sms:+16507092993)
**Our kea AI conceirge will walk you through the needed printer models and ways to connect!**
**Epson**
1. Download the Epson TM Utility App for your printer. Ensure you are on the same WiFi next work as the printer you wish to use for Kea AI tickets.
2. While standing near said printer, tap "Add a Product" inside the Epson app on your phone.
3. Select Your Printer - the app will search for available printers on your local network. Select your Epson printer from the displayed list. (Ex. XP-88A, ET-874)
4. Follow the prompts for location sharing or to confirm the connection; follow the instructions to complete the setup process. You can change settings from here for your printer if you wish.
5. Locate the URL for remote printing for that printer in the app - typically in the top right - copy it.
**Syncing your printer to Kea**
1. Log into your Kea AI portal via the email used at sign up.
2. Tap into your Location and locate the Orders tab
3. Select Settings --> Printer --> Configure printer
5. Add the URL that you just located from the step previously into the Printer URL box in your Kea portal, as shown below.
# Telephony Providers
Activating your kea Voice AI is as simple as forwarding from your main business line to your dedicated [kea AI phone number](/how-to-train-your-ai/how-to-get-a-kea-ai-phone-number). We support any telephony provider and have built out a helpful list below for specific telephony companies.
Most providers support simple call forwarding using \*21\*
1. On your main phone handset: Dial \*21\*
2. Enter the 10-digit kea AI phone number you want to forward calls to. Ex: 8881234567
3. Press the # key and wait at least 3 seconds for the confirmation.
Don't see your phone provider below? No worries! đ˛ Text us anytime for direct help! [**(650) 709-2993**](sms:+16507092993)
***
Don't want to keep paying for your extra phone lines? Make your kea AI Phone number your own!
You can use your dedicated kea AI Phone Number and post it on Google Business & Yelp where most phone traffic comes in and share it out anywhere!
***
**Telephony Providers**
* [AT\&T](/telephony-setup/telephony-providers/at-and-t)
* [Comcast](/telephony-setup/telephony-providers/comcast)
* [COX](/telephony-setup/telephony-providers/cox)
* [Fluent](/telephony-setup/telephony-providers/fluent)
* [Google Voice](/telephony-setup/telephony-providers/google-voice)
* [RingCentral](/telephony-setup/telephony-providers/ringcentral)
* [Spectrum](/telephony-setup/telephony-providers/spectrum)
* [T-Mobile](/telephony-setup/telephony-providers/t-mobile)
* [Verizon](/telephony-setup/telephony-providers/verizon)
***
Need customers to reach the store if they don't want to speak to the AI or need the manager? Set up a secondary line here: [How can the AI forward calls to the store?](/how-can-the-ai-forward-calls-to-the-store)
# AT\&T
How to setup call forwarding from you main business line, with AT\&T, to your kea AI phone number to have the AI start taking customer calls.
**Forwarding:**
1. On your main phone handset: Dial \*21\* or \*72
2. Enter the 10-digit phone number you want to forward calls to. Ex: 8881234567
3. Press the #key and wait at least 3 seconds for the confirmation
**Unforwarding:**
1. Dial #21#
**Call Forwarding Overview**
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
**What Happens When Call Forwarding is Disabled?**
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
# Comcast
Forwarding from your Comcast main business to kea AI is super easy!
**Call Forwarding Overview**
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
**Turning on Call Forwarding:**
1. \*Dial 72: Lift the receiver and dial \*72 on your Comcast phone.
2. **Enter the Destination Number:** Dial the 10-digit kea AI phone number (including area code) where you want your calls to be forwarded.
3. **Wait for Confirmation:** You'll hear a confirmation tone or message.
4. **Hang Up:** Once you hear the confirmation, hang up.
**What Happens When Call Forwarding is Disabled?**
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
**Turning off Call Forwarding:**
1. \*Dial 73: Lift the receiver and dial \*73 on your Comcast phone.
2. **Wait for Confirmation:** You'll hear a confirmation tone.
3. **Hang Up:** Once you hear the confirmation, hang up.
Need customers to reach the store if they don't want to speak to the AI? Set up a secondary line here: [How can the AI forward calls to the store?](/how-can-the-ai-forward-calls-to-the-store)
# COX
**Forwarding Service:**
1. Lift the handset and listen for the dial tone.
2. Dial \* 72.
3. Listen for the dial tone.
4. Dial the number to where you want your calls forwarded. Enter the number exactly as if you are calling directly, such as 7-digit, 10-digit, or 1 plus the area code.
Note: Your confirmation will be a stutter dial tone, then regular dial tone to let you know your Call Forwarding feature is now working.
5. Hang up.
**Unforwarding:**
1. Lift the handset and listen for the dial tone.
2. Dial \* 73.
3. Listen for the confirmation tone, and then hang up the handset.
**Call Forwarding Overview**\
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
**What Happens When Call Forwarding is Disabled?**
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
# Fluent
"
Forwarding / Unforwarding:
* **Web:**
* [https://help.fluentcloud.com/helpcenter/s/article/How-to-Set-Up-Call-Forwarding-in-My-FluentCloud-1615638973504](broken://pages/2kx1ycscOaIBuj6H64Fm)
* Select âAlways forwardâ
* **Mobile**:
* Android: [https://help.fluentcloud.com/helpcenter/s/article/Call-Forwarding-in-the-FluentStream-Mobile-Application-on-Android](broken://pages/2kx1ycscOaIBuj6H64Fm)
* IOS: [https://help.fluentcloud.com/helpcenter/s/article/Call-Forwarding-in-the-FluentStream-Mobile-Application-on-IOS](broken://pages/2kx1ycscOaIBuj6H64Fm)
**Call Forwarding Overview**
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.**What Happens When Call Forwarding is Disabled?**When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.\
"
# Google Voice
### **Established Google Voice & Auto Attendant - kea Setup**
If you are using Google Voice as your main business line and want to keep the number associated, follow these steps below.
#### Log into Google Admin Console
Youâll need to login into your [admin.google.com](http://admin.google.com/) Console as there is an added configuration layer that sits on top of **Google Voice**. This means you have a Google Workspace already setup for your business and not using a personal google account.
#### Click the Apps Section
From here you can then click the **Google Voice** tab.
#### Navigate to the Auto attendant section
Once inside the **Auto attendant** section, youâll click **Create** so we can establish a new **Auto attendant**.
#### Creating a new Auto attendant
Feel free to name your Auto attendant and give a description. Continue by clicking create.
#### Welcome Message
You can leave this blank or feel free to add a welcome message like âTransferring to storeâ.
#### Call Handling
Here you will want to click **Transfer Caller**. Once you do this a dropdown will appear. Within the dropdown select **Phone Number**. Once that option is selected, you can then add your **kea provided Phone Number**.
#### Publish Auto Attendant
After setting the call settings. Make sure to ***always*** hit publish. This will then save the **Auto Attendant**. *\*Will we come back to the Auto attendant you created once unassign your current Google Voice phone number.*
#### Visit User Section of Google Voice
Go to the **Users** tab inside Google Voice. Hover to the right of your current Google Voice number user, youâll see the pop-up **Edit Number**. Click this to enter a modal. From there youâll see a button to **Unassign** the number. Click this action.
#### Revisit kea Auto Attendant
Go back to your Auto Attendant you recently created for kea. Inside the edit mode for the Auto Attendant, click the **Assign A Number** button.
From here itâll ask you to select a service address which would be your business address. Then click **Next**. The modal step below will appear. Youâll see the words âPreviously assigned to your \[X user]â. If you donât see the true Google business number. You can also click **Change** and then search for your business number already acquired.
#### Assign Number and Publish Auto Attendant
From here you can assign your Google business number and publish the assistant.
#### Your Google Voice & kea is ready!
You can now call your Google Voice number and hear our kea Voice AI on the other side! Give it a whirl!
You can further customize your auto-attendant, if you want an IVR phone tree to activate before to separate kea AI and catering. Feel free to use the **Menu** option.
# RingCentral
**Call Forwarding Overview**
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
Log into your RingCentral account and follow [THESE INSTRUCTIONS](https://support.ringcentral.com/article-v2/Turning-on-the-Forward-all-calls-feature.html?brand=RingCentral\&product=RingEX\&language=en_US) to set up call forwarding from your main businesss line to your Kea number.
**What Happens When Call Forwarding is Disabled?**
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
# Spectrum
**Call Forwarding Overview**\
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
**What Happens When Call Forwarding is Disabled?**\
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
# T-Mobile
"
**Forwarding**:
1. Dial 21\* on the keypad.
2. Enter the 10-digit phone number you want to forward calls to
3. Press the # key
4. Press Call
5. Wait for a success message
**Unforwarding**:
1. Dial #21#
**Call Forwarding Overview**\
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
**What Happens When Call Forwarding is Disabled?**
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
#### [**Instructions Print Out** ](broken://pages/uelzACme54NTyAeDHfnh)
"
# Verizon
**Call Forwarding Overview**\
Call forwarding is a feature that automatically redirects incoming calls to your kea virtual assistant, allowing it to handle customer inquiries efficiently.
**What Happens When Call Forwarding is Disabled?**\
When call forwarding is deactivated, all calls will go directly to the store's main phone line(s), requiring store staff to answer each call in person.
# Unforwarding from kea AI
If you unfortunately have to unforward from kea. Most providers support this below to stop forwarding calls:
**Unforwarding:**
1. Dial #21# on the main phone handset where forwarding was initially established
2. Some providers allow you to log into their online portal to turn off forwarding if applicable.
1. Or reach out to your telephony provider for assistance to turn off forwarding to resume calls to employees/staff.
If having trouble completely, you can always go into your location within the kea AI Portal and turn on auto-forward to a safely setup secondary line until you resolve the unforwarding call issue.
This forwards any calls coming to the kea AI number directly to any number of your choice, instantly. This means the AI will not come online with this activated.
{% hint style="info" %}
Do not place a number in the call forwarding that is already forwarding calls to the kea AI phone number. This will cause a loop effect and holding tone.
{% endhint %}
# How can the AI forward calls to the store?
This feature allows us to forward calls to the store if someone wants to speak to the manager or has a general issue. To enable it, you will need a secondary phone line that can be used for forwarding
**Call Forwarding**
This feature allows us to forward calls to the store if someone wants to speak to the manager or has a general issue. To enable it, you will need a secondary phone line that can be used for forwarding
Go into your location and find the **Call Forwarding** section:
1. Click the **Add** button.
2. Add your secondary phone line.
3. Click **Save Changes.**
**Please provide a different phone number, that is not your main business line, to forward calls to when a customer requests to speak with a manager or the store directly.**
This will ensure that urgent customer calls can be forwarded to the store as needed.
# How to call your Voice AI
**Testing your kea Voice AI**
After filling out your location information, youâre ready to get your kea phone number for testing. Keep in mind, the more details you provide in your portal, the better Kea AI will understand and communicate with your customers. As you test and identify any missing information, you can always return to your portal to update and add details to your account!
To test your Kea Voice AI, follow these steps
1. **Open the Location** you are testing in the portal.
2. In the top-right corner of the portal, locate and **click the orange "Test AI" button**.
3. A **pop-up window** will appear on your screen.
4. **Enter your phone number** into the open field provided.
5. The Kea Voice AI will then **call your phone number**, allowing you to test the experience directly.
This simple process helps you quickly test how the Kea Voice AI interacts with customers!
**Please test into the AI assistant as many times as needed until you feel confident in its performance. Typically, our customers conduct around 10 test calls before launch.**
1. **Ask a Variety of Questions:**
* During each call, ask the assistant a range of questions. Here are some examples you can use:
* âHow late are you open?â
* "What is the address?"
* "What are some popular items?"
* âWhat comes on {Item}?â... âHow much does this {item} cost?â
* "What are the available payment options?"
* "Can I get delivery?"
* "Do you have outdoor seating?"
2. **Evaluate the Responses and Prepare Feedback:**
* Note whether the assistantâs responses are correct. If you encounter any incorrect or unclear responses, please document them.
* Feel free to send feedback immediately in an email thread to your CSM or save for a upcoming meeting. This feedback is vital as it allows us to make immediate adjustments to improve the AIâs accuracy.
3. **Next Steps:**
* Update the Portal with any details missing or that you find to be inaccurate follow your test calls.
* Once you've completed your testing and provided your feedback, our team will use this information to help you "train" your virtual assistant. This training will ensure the assistant can handle your customers' questions correctly and efficiently.
By thoroughly testing and providing detailed feedback, you play a key role in refining your virtual assistant. We appreciate your dedication to making this a seamless experience for your customers!
# Kea Order View & Placing Test AI Orders
How to place Test AI Orders once you have connected your menu to kea AI.
Accessing the Order View
1. Start by logging into your account at [app.kea.ai.](https://app.kea.ai/)
2. Once inside your account, find the **Locations** table and click the location you will be looking to test with.
3. Once inside the selected location, look for the **Orders** button. Clicking this will take you to the **Order View** for this specific location.
#### Placing a Test Order View
Make sure you have a point-of-sale menu source configured so the AI knows what menu to reference when placing a test order. Within the **Order View**, the page will direct you to connect a point-of-sale if no menu is connected.
* Check out our [Point-of-Sale Connections](/point-of-sale-connections/toast) to connect your menu before placing a test order.
**To place a test order:**
1. On the **Order View**, in the top right, click the **Test AI** button in the top corner of the page.
1. You do not need Ordering toggled on to place a test order as the **Test AI** feature lets you place a test order anytime, anywhere.
2. Enter your phone number as the format of +15551239876
3. Click **Receive Call**.
4. The AI will call you from a (650) area code.
5. Place an order using your connected menu.
6. See the order appear in the **Order View**.
7. Move the order through it's order statuses.
8. Continue testing as much as you'd like or prepare to [go-live](broken://pages/P0X3ibOr3I2CsJUlXJGw).
*See more facts about the **Order View*** [*below*](broken://pages/P0X3ibOr3I2CsJUlXJGw)*.*
#### Fixing Bad AI Test Order
After initial testing you may notice some weird behaviors on the order when interacting with your menu. This may be due some badly configured menu settings in your Point-of-Sale or key components missing from your menu.
Examples may include:
* Items not spelled out or misspelled
* Modifiers missing and not configured for certain items correctly
* Missing descriptions for commonly ordered items.
Visit our [**Menu Best Practices**](/menus-and-voice-ai/menu-best-practices) page on how to correct to continually improve your AI Order Call Experience.
#### kea AI Order View Tips
Quick facts about the **Order View:**
#### Going live with kea AI Ordering
If you already have calls going to your kea phone number, the AI currently is only answering customer questions or direct to place orders to the store and online.
In the top right of the Order View page, toggling Ordering **'ON'** tells the AI to start taking customer orders. Make sure you have the necessary tablets and printers connected, and at your location, before toggling this **'ON'** as real orders will be taken by kea AI if toggled on.
Above is what the toggle looks like when the AI is on and taking orders from customers. This means you will receive real customer intent orders.
"
# Conversational Flow Tips
Customizing How Your AI Speaks
Your Kea AI Voice Agent is designed to sound natural and helpful when speaking to customers â but the exact *flow* of conversation depends on how your menu, prompts, and language are set up.\
This guide walks you through a few best practices to help your AI sound more human, stay concise, and match your brandâs voice.
#### 1. Fine-Tune Tone and Personality From Your Greeting
Your AI should sound like a friendly extension of your brand. You can edit your [**Greeting Message**](https://support.kea.ai/kea-brand-portal-setup/customizing-your-ai-phone-greeting) to better match your desired tone.
**Examples:**
* Formal: *âWelcome to Joeâs Pizzeria. How may I assist you today?â*
* Casual: *âHey there! Thanks for calling Joeâs â what can I get started for you?â*
* Playful: *âHi! Youâve reached Joeâs Pizzeria, home of the giant slice. What are you craving today?â*
đĄ **Pro Tip:** Since the greeting is the first interaction a caller hears, you can **customize the call flow** by including prompts like:
> âWould you like to place an order for pickup or delivery?â\
> or\
> âAre you calling to place an order or ask about something else?â
This helps the AI quickly guide the caller to the right next step, making the conversation faster and smoother for everyone.
#### 2. Customize How the AI Replies to Specific Scenarios
When a customer asks any questions, the AI uses language pulled directly from your Kea Brand Portal and menu configuration.\
To make responses sound more natural (and on-brand), you can edit these phrases by adding FAQ prompts in your Kea Portal.
**Example:**
* Instead of the AI saying, *âNo, we are closed on Sundays.â* try adding an FAQ with phrasing of your preference so it says:
> Q: If the caller asks if we are open on Sundays....\
> A: ...respond with, "I'm sorry, we are closed on all Sundays for so our staff can spend time with their family. We look forward to serving you at 11am on Monday" .
**Tip:**\
1\. You can use the open ended question "...." and starting your answer with "...." to train the AI on how you want it respond verbatim.
2. Keep your phrasing **short, conversational, and clear** â this helps the AI sound more natural and keeps the order flow smooth.
#### 3. Prevent the AI from Reading the Entire Menu
If a customer asks something broad like âWhat do you have?â the AI may attempt to list everything in your menu if not guided properly.\
To prevent that (and create a smoother experience), try these strategies:
* Add an FAQ to your Kea Portal.\
For example:
> Q: "What are your most popular pizzas?"
>
> A: âWe have quite a few pizzas on our menu â the most popular ones are Pepperoni, Veggie, and Supreme. What are you in the mood for?â
* In your menu configuration, make sure categories are clearly labeled and organized.\
This helps the AI group items and avoid reciting long lists.
**đŤ Avoid:**
* Adding long, detailed descriptions to category names (the AI will read them verbatim). Example: Pizza vs Mike's Famous 16" Deep Dish Pizzas.
\--> DO keep the descriptions included within the menu item however.
#### 4. Keep Training with Test Calls
The AI learns from your test calls â the more variety it hears, the better it gets at handling real conversations smoothly. \
During onboarding, place several test calls to:
* Hear how the AI responds to real customer phrasing.
* Identify awkward or robotic moments.
* Update menu wording or phrasing to sound more natural.
# How to get a kea AI Phone Number
Once you've successfully tested the kea Voice AI and are confident with its performance, the next step is to set up your own kea Voice AI phone number and configure the call settings.
To get your kea phone number for your location, follow these steps:
1. In the Location View, find the **Call Configuration** box.
2. Click the **Get** button.
3. A modal will pop up asking for an area code.
4. Enter the area code of the number you wish to generate.
5. Click **Save Changes**.
Youâll now see your kea phone number and can call it to test your kea Voice AI!
If the area code is not available, you'll see a message and can try selecting a phone number from a different area code.
If you prefer not to have the virtual assistant transfer calls to the store, simply publish the kea number youâve set up, and youâll be ready to go live right away!
**Friendly Reminder: Check to make sure you have call queueing setup with your telephony provider!**
"
# Enabling Kea Pay for pickup & delivery orders
Learn how your AI can take payments with Kea Pay for pickup and delivery. Our built-in feature that sends dynamic payment links to customers with digital wallets, making checkout quick and easy.
kea AI uses Stripe to securely process restaurant payments for pickup and delivery orders. Most POS systems lack the technology and secure APIs for passing native payment links to Voice AI. We went all-in and built the best mobile payment experience for Voice AI. Helping eliminating the need for customers to fumble or struggle reading credit cards over the phone to speed up the ordering process. Our payment collection also supports digital wallets like Apple & Google Pay.
Follow the below steps to provide your business and bank details so we can collect orders & transactions on your behalf to send directly to your bank account the following business day. Once setup you will be able to revisit this space to see live [transactions & payout details](/how-to-see-past-transactions-payouts-and-process-refunds).
{% hint style="info" %}
kea Pay also comes with payment reminders and call feedback collection at the end of each payment.
{% endhint %}
{% stepper %}
{% step %}
### Log into kea AI Portal.
Visit [app.kea.ai](https://app.kea.ai/) to log into your account.
{% endstep %}
{% step %}
### In the top right corner of the kea AI app, click your avatar.
Here a dropdown will open up with a list of options.
{% endstep %}
{% step %}
### Click Integrations
Clicking will open up a banner of options like 'Olo' and '**Balance & Transfer**'
{% endstep %}
{% step %}
### Click Balance & Transfers
This will take you to our stripe supported page which will allow you to enter your business and bank details. Once your details are approved you can enabled 'Pay-now' with **kea Pay**.
When collecting payment for orders via **kea Pay** we send deposits directly to your bank that was provided. Click below to enable **kea Pay.**
{% endstep %}
{% endstepper %}
Enable Pay-now
**Have further questions? Feel free to contact our support team here via SMS or Call: đ˛** [**(650) 709-2993**](sms:+16507092993)
# Different Voice AI Payment Methods
Learn how to set different payment collections after you have set up your Stripe Connect business and bank details.
#### Pay-on-arrival | **Our most common choice by restaurants.**
#### Pay-now | For brands who want payment on every order
#### Pay-on-arrival with Limit | Balance between the methods on a set limit
# Pay-on-arrival
Learn about our most common payment method set by default when you enable kea Voice AI.
This method is set by default as it is the most common and preferred method by restaurants and their customers. This is due to most orders being the handoff Pickup with customers looking to get their order in quickly and wanting to pay at store.
You can find this setting by following the steps below after logging into [app.kea.ai](https://app.kea.ai/):
{% stepper %}
{% step %}
### Click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Settings' button to the right
Click the settings button to open a dropdown to find the option 'Payment & Tickets' to click.
{% endstep %}
{% step %}
### Inside the Payment & Tickets modal you will find the setting showing Pay-on-arrival enabled.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
Orders confirmed via this method will be sent straight to kitchen with an Order Confirmation if enabled.
{% endhint %}
To white-label Order Confirmation experience with your brand and logo, follow these steps to upload your brand's logo here.
# Pay-now
Learn how to require payment for all Voice AI orders.
This will require payment by the customer on every Voice AI Order taken.
To enable Pay-now with kea Pay, be sure to make sure you followed the [kea Pay setup instructions](/taking-payments-with-voice-ai/enabling-kea-pay-for-pickup-and-delivery-orders).
{% hint style="info" %}
After confirming the order at the end of the call with the customer, the AI will say "I just sent you a text with a payment link to finalize your order. Your order will not be sent to kitchen until payment is received."
{% endhint %}
{% stepper %}
{% step %}
### After enabling bank details, click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Settings' button to the right
Click the settings button to open a dropdown to find the option 'Payment & Tickets'
{% endstep %}
{% step %}
### Inside the Payment & Tickets modal you can enable 'Pay-now'
Once enabled every order will be required, by the AI, to be paid by the customer before submitting the order to the kitchen.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
For orders that go unpaid, the AI sends helpful reminder texts for the customer to confirm payment.
{% endhint %}
Hereâs an example of what kea Pay looks like to a customer placing an order below.
{% hint style="info" %}
To learn how to white-label your order confirmation and payment experience click [**here**](/kea-brand-portal-setup/adding-your-logo-to-order-confirmation-and-payment-links).
{% endhint %}
{% hint style="success" %}
Example SMS payment message to customers:
*"Hi, thanks for placing your delivery order with Dough Boys! Payment is required before the kitchen starts your order. Click the link below to pay: pay.kea.ai/12345"*
{% endhint %}
**Have questions? Feel free to contact our support team here via SMS or Call: đ˛** [**(650) 709-2993**](sms:+16507092993)
# Pay-on-arrival with Limit
Learn how to streamline orders while also collecting for larger order amounts up front.
Restaurants enable this feature to keep smaller check sized orders streamlined for intake, while protecting themselves with larger order sizes in case of no-shows. A Pay-on-arrival limit allows you to set a key dollar limit requiring payment for orders that match or go over this set amount.
{% hint style="info" %}
If setting a limit of $50 dollars any order over at over this amount, with tips, taxes, and fees included, will require payment by the AI. After confirming the order, the AI will say "I just sent you a text with a payment link to finalize your order. Your order will not be sent to kitchen until payment is received."
{% endhint %}
To enable Pay-on-arrival with kea Pay, be sure to make sure you followed the [kea Pay setup instructions](/taking-payments-with-voice-ai/enabling-kea-pay-for-pickup-and-delivery-orders). This is required so payment can be collected for orders over the limit set.
{% stepper %}
{% step %}
### After enabling bank details, click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Settings' button to the right
Click the settings button to open a dropdown to find the option 'Payment & Tickets'
{% endstep %}
{% step %}
### Inside the Payment & Tickets modal you can enable 'Pay-on-arrival limit'
When enabled, you can type in the amount. Going forward, any orders over this amount will be required by the AI to be paid by the customer.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
For orders that go unpaid, the AI sends helpful reminder texts for the customer to confirm payment.
{% endhint %}
# Collecting Tips for Kitchen Staff
Learn how to enable tip collect for kea AI orders.
Tips are vital for team members. Though the AI is automating the phone calls, your staff is still working hard to provide services to prepare the order.
You can find the Tip Setting by following the steps below after logging into [app.kea.ai](https://app.kea.ai/)
{% hint style="info" %}
Tip is only collected for orders utilizing kea Pay. For orders that are pay-on-arrival, tip can be collected natively within the point-of-sale during customer pickup.
{% endhint %}
{% stepper %}
{% step %}
### Click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Settings' button to the right
Click the settings button to open a dropdown to find the option 'Payment & Tickets'
{% endstep %}
{% step %}
### Inside the Payment & Tickets modal you can enable 'Kitchen & Staff Tips'
Here you can set the tip percentage amounts you would like to be display as options to customers when confirming payment.
{% endstep %}
{% endstepper %}
### **Below is an example of what Tip Collection Looks like with kea Pay enabled:**
# Add Service Fee to kea AI Orders
Learn how to add service fees to kea AI orders.
{% hint style="warning" %}
The Service Fee feature only applies to the follow point-of-sales: Toast, Square, Clover, and kea POS. For other point-of-sales be sure to manage this within your POS configuration.
If you already have a service fee that applies to checks in your POS, you will not need to add to setup in kea AI. This will be automatically applies by your Point-of-Sale that is directly connected.
Please check your state and local laws to confirm Service Fees can be applied to orders as kea AI does not regulate this.
{% endhint %}
When enabled, all orders will have this service fee applied and passed in with the order. This does not include Delivery Service Fees which have their own settings.
You can enable the Service Fee feature without having to setup kea Pay business & bank details but it is always recommended to do so here: [kea Pay setup instructions](/taking-payments-with-voice-ai/enabling-kea-pay-for-pickup-and-delivery-orders).
Follow the below instructions to enable Service Fees:
{% stepper %}
{% step %}
### Click into any of your locations and visit their kea Order View.
You can do so by clicking the 'Orders' button at the top of the location you selected.
{% endstep %}
{% step %}
### Within the kea Order View find the 'Settings' button to the right
Click the settings button to open a dropdown to find the option 'Payment & Tickets'
{% endstep %}
{% step %}
### Inside the Payment & Tickets modal you can enable 'Service Fee'
Once enabled, you can type in your desired Service Fee to collect which will be added to the order total.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
For orders that go unpaid, the AI sends helpful reminder texts for the customer to confirm payment.
{% endhint %}
# How to see past transactions, payouts, and process refunds?
Learn how to add service fees to kea AI orders.
To see direct transactions you can revisit the Balance & Transfers tab you previously used to provide and set up Business & Bank Details. For more on how to get there click [here](/taking-payments-with-voice-ai/enabling-kea-pay-for-pickup-and-delivery-orders).
{% hint style="info" %}
All kea Pay orders are collected together for a current day and payouts are initiated the next business day. This may take 2 business days to reach your business banking depending on your bank. [Service Fees](https://app.gitbook.com/o/vvdbf9xzCZDEndddXV1O/s/3fld1rf8bDr2mdDP0MIP/~/changes/55/kea-pay-fees) are deducted when transferred.
{% endhint %}
When revisiting and clicking the 'Balance & Transfers' page in your kea AI portal, you will be taken to your own Stripe dashboard. Here you can take the following actions:
* View [transactions](#view-transactions) & [payouts](#view-payouts)
* [Process refunds](#process-refunds) if needed
* [Update business details](#update-business-details-and-share-access) and share access
### View Transactions
When initially loading this Stripe Dashboard you will see all transactions listed that have been processed. You can see declines and other important information on a transaction. Additionally, by clicking into a transaction you can see the merchant fees pulled by Stripe.
Transaction view when first loading the dashboard
Transaction details with merchant fees being subtracted
### View Payouts
### Process Refunds
Any failed orders, where payment was collected, the charge is immediately voided to the customer. This means you do not have to process a refund and the charge will drop-off the customer's card in a few days.
However, in the scenario you need to process a refund follow these steps:
{% stepper %}
{% step %}
### Visit your Stripe Dashboard via the Balance & Transfers settings
Under your avatar in the top right within Integrations
{% endstep %}
{% step %}
### Find the transaction you would like to refund
You can do so by matching the dollar amount or other key identifiers inside the transaction like last 4 digits of the card number.
{% endstep %}
{% step %}
### Hover over the transaction to the far right or click into it.
By hovering over the transaction on the overview you can click the arrow to process the refund.
You can also click into the transaction and click the refund button in the top right
{% endstep %}
{% step %}
### You will need to have enough funds in your Stripe account to process the refund.
This usually is possible after processing some orders, or doing right when the funds were first received that day for the order.
{% endstep %}
{% endstepper %}
Need extra help? Feel free to contact our support team by shooting us a text and we will help you process the refund: đ˛ [**(650) 709-2993**](sms:+16507092993)
### Update Business Details & Share Access
You can update business details by clicking the top right corner and then clicking 'Business'. Members who access to your kea AI portal can visit this Stripe Dashboard space.
# Kea Pay Fees
Learn below what fees are collected with kea Pay.
Just like your point-of-sale, we collect merchant fees on each transaction. kea AI believes in transparency and passes the effective rate we get from our service provider, Stripe. The merchant service fee is set to 2.9% + $0.30 per transaction. With this rate you get the most secure and trusted payment collection with minimal to no disruptions and industry leading digital payment methods like Apple & Google Pay.
Each transaction & payouts reflects this deducted merchant fee when transferred to your respective bank account. To process transactions through your merchant of record, set the payment setting to Pay-on-arrival. This allows you to process payment through your native point-of-sale and the merchant fees you have set.
Want to offset merchant fees? Learn more about applying a Service Fee to kea Pay orders [**here**](/add-service-fee-to-kea-ai-orders).
**Have any further questions on payments and processing? Feel free to contact our support team here via SMS or Call: đ˛** [**(650) 709-2993**](sms:+16507092993)
# Refunding Kea Pay Transactions
\*\* For Toast and Clover POS Connections ONLY\*\*
*(Refunds through Square and Olo happen directly in your POS.)*
If you have set up your Stripe account to allow Kea Pay, refunds will have to be processed directly inside your Kea linked Stripe account.
1. Log into your Kea Portal at app.kea.ai
2. Select the icon in the top right hand corner to display your drop down selections
3. Select Integrations > Balance and Transfers
4. This will bring you to the your Stripe account.
5. Select Transactions from the left side menu
6. Sort through your recent Kea Pay transactions until you locate the correct order by date, time, and order total.
7. Hit the 3 dots on the very right hand side of that transaction's line item
8. Select Refund Payment
9. Select the reason for the refund, include a note if you'd like, and hit Refund inside the new pop up.
If you experience an issue in attempting the steps above, please [SUBMIT A TICKET HERE](https://docs.google.com/forms/d/e/1FAIpQLSc5XkWE-L8Vdmt6Gu2Cs59kAnfRnHi1E6BvAVgGdpivlCBcZA/viewform?usp=publish-editor) to our team. Fill out all the required fields and we will process the refund for you.
# In-Store Best Practices
Your AI is **constantly** learning. Like any new team member, the first few weeks are an onboarding period where we fine-tune its performance using **real customer interactions and feedback**. Most restaurants find that both the AI and their guests quickly adapt to the new ordering experience, with customer familiarity typically increasing within 2â3 weeks.
During this adjustment period, it's completely normal to receive questions, comments, or occasional concerns from guests as they become familiar with ordering through your AI phone agent.
We take every piece of customer feedback **very seriously**. It's one of the most valuable tools we have for continuously training and improving your AI to better serve your guests, as if it were a new employee we are onboarding and training together.\
\
**Please encourage your team to monitor, document, and report any customer concerns during this period.** The more information we receive, the faster we can investigate, make improvements, and ensure your guests have the best possible experience.
### Staff Actions
When a guest shares feedback about their experience with the AI phone agent, your response can make a lasting impression. Follow your restaurant's normal guest recovery process while keeping these best practices in mind:
* Thank the guest and apologize for any inconveniences
* Let the guest know of the WHY
* If appropriate, explain why your restaurant introduced the AI phone agent.
* For example: "*We introduced our AI phone assistant to help ensure every call gets answered, reduce hold times, and allow our team to spend more time focusing on guests in the restaurant*."
* Reassure the guest: Let the guest know their feedback won't disappear into a void.
* Follow Your Standard Guest Recovery Process
* A great recovery experience can leave a guest with an even stronger impression than if no issue had occurred at all.
### Before the Guest Leaves
*Please gather as much of the following information as possible:*
#### Customer Information
* Customer's name and phone number used to place the order
* Approximate time the call was placed
* Store location (if applicable)
#### Order Information
* What was incorrect about the order?
* Ex) "*Customer ordered Gluten Free but did not print correctly on the ticket and order was made incorrectly*."
* Ex) "*The AI added an extra side of fries instead of telling the guest that their burger already came with fries.*"
* What was the customer expecting?
* Ex) "*The AI used a rude tone*" or "*The AI repeated the order back to me too many times.*"
* Was the issue related to:
* Missing item
* Incorrect item
* Wrong modifier or customization
* Quantity issue
* Pickup time
* Other
#### Photos (Highly Recommended)
If possible, take photos of:
* The printed kitchen ticket
* The customer receipt
* The completed order (if applicable)
These images help us compare what the AI heard, what was sent to the POS, and what was ultimately prepared.
### What Happens Next?
Once you've gathered the information, send it to your Kea support contact or submit it through your normal support channel. Call/text 650-709-2993
Our team will:
* Review the call recording
* Compare the conversation with the POS order
* Identify where the issue occurred
* Make any necessary AI or menu improvements
* Follow up with recommendations if needed
**Most reported issues are resolved through menu updates or operational improvements. Every piece of feedback helps us continuously improve your AI and refine your restaurant's phone ordering experience. The more feedback we receive, the better we can optimize your AI for future guests.**
# Does the AI get smoother with use?
**Yes! Your Kea AI Voice Agent gets smarter and faster with every call and order.**
Thatâs why we highly emphasize placing as many [**Test Calls**](https://support.kea.ai/kea-brand-portal-setup/kea-order-view-and-placing-test-ai-orders) as possible during Onboarding â it helps train the AI on your specific menu setup.
For example, you may notice that during your **first test call**, the AI takes a bit longer to confirm the menu item or locate the correct modifier group. This is completely normal. That first call is essentially the AIâs first time âreadingâ your menu and learning how your items are structured.
If you have a pizza called *The Honey Pot*, for instance, thatâs the AIâs first time learning that *The Honey Pot* refers to a pizza â and that it comes in different sizes. The more test calls you place, the faster and more accurate your AI will become.
# How do I update my ticket prep time?
At Kea, we automatically sync your prep time from your POS so that your AI agent always has the most accurate information. This ensures that customers receive realistic wait times for their orders without you needing to manually update them.
However, **there are rare cases when your prep time may need to be adjusted manually**. This can happen if your POS sync experiences a delay, if youâve recently changed menu items or processes that haven't been published, or if you want your phone pick up order customers to be quoted a different time than your online orders.
### How to Manually Update Your Prep Time
If you need to adjust your prep time manually, follow these steps...
\--> [Interactive Step by Step Guide here,](https://app.tango.us/app/workflow/Update-Wait-Time-in-Kea-Stream-View-6bf1183fa3784edeb2e777c6d7e1461a) or:
1. **Log into your Kea Portal**\
Go to your Kea login page and enter your credentials.
2. **Click into the Location you wish to edit.**
3. **Navigate to your Stream menu**\
One the bottom right, click on **Settings** from your Location menu
4. **Once inside Stream, navigate to Orders from the top selection**\
Youâll see the prep time listed on the right side of the screen.
5. **Adjust the Prep Time**\
Enter the correct prep time for the item or menu. Make sure to save your changes.
6. **Confirm Your Update**\
Once saved, your AI agent will immediately use the new prep time when communicating with customers.
**Tip:** Itâs a good idea to double-check your prep times after making significant menu changes or during busy periods to ensure accuracy.
# How do I handle unexpected location closures?
Power outage, weather closure, emergencies, or just simply want to turn the AI off for the day.
We get it - things happen and we're here to help. You have a few different options for how you want to manage your Kea Voice AI agent, should you need to adjust on the spot:
**Close the restaurant completely - no phone ordering allowed**
1. Log into your Kea portal at app.kea.ai
2. Adjust your AI Greeting inside your Location to let your callers know you are closed.
1\.
```
```
3. Select the green Orders button and then toggle ordering from ON (in green) to OFF (orange).
1. This will keep the AI Agent on and still answering questions about the menu, hours, etc - but if the customer wants to place an order, it will let them know that they cannot place a phone order at this time.
1. The caller will then have the option to have the Online Ordering link texted to them or be forwarded to the store.
1\.
```
1.
```
4. Adjust your Location Hours as CLOSED by hitting the day of the week (or more) that you wish to be closed for.
**Have callers be forwarded to the store immediately (bypass the AI)**
[See Call Forwarding](https://support.kea.ai/how-can-the-ai-forward-calls-to-the-store)
1. Log into your Kea portal at app.kea.ai
2. Ensure you have a Secondary Line in the Call Forwarding box (that is different from your main business line).
3. Toggle the Auto-Forward AI calls to ON
# Can I remove "this is a recorded line" from the greeting?
No â this disclosure is a **legal requirement** that varies by state.
However, you can customize the rest of your greeting in the [**Greeting Edit** ](https://support.kea.ai/kea-brand-portal-setup/customizing-your-ai-phone-greeting)box. Your AI Agent will always read your custom greeting **after** the required ârecorded lineâ message.
đĄ *Tip:* Some Kea customers like to add a friendly intro such as,
âHi there! This is Bella, your virtual cashier. How can I help you today?â\
This helps callers understand theyâre speaking with an AI and makes the ârecorded lineâ message feel more natural.
# Will test orders placed through the AI be sent to the kitchen as real orders?
* If you are using the Test AI button to place test orders, tickets will not be printed to your KDS.
* You CAN turn on this feature to have Test tickets sent to your kitchen by following the steps here: [Placing Test AI Orders ](https://support.kea.ai/go-live-with-voice-ai/placing-test-ai-orders)
* If you typing your dedicated Kea Ai number into your phone and dialing out bound - YES, tickets will be printed to your KDS since we are synced to your POS at that time.
* We highly recommend utilizing the Test AI button in your Kea Portal during Onboarding.
# Can the AI quote prices for individual modifications or add-ons?
The AI can only quote prices that are tied to the **parent menu item** or **parent modifier group**.
For example, if you have a menu item like *Buffalo Wings* priced at $12.99, the AI can confirm that price. However, if the customer adds a modifier like *Extra Ranch (+$0.50)* or *Add Fries (+$2)*, the AI will not read those modifier prices aloud individually.
Instead, it will acknowledge the selection (e.g., âGot it â extra ranchâ) without quoting the additional cost.
# Can the AI take an order over the phone for a day later than the current day?
No â the AI can only process **same-day pickup orders**. This limitation is due to how orders are sent and handled by your POS system.
[Learn about placing Same Day Scheduled Orders here.](https://support.kea.ai/kea-brand-portal-setup/placing-scheduled-orders-with-ai)
If a customer requests an order for a future date beyond today, that order would be treated as a **catering or special order**. In this case, the AI can:
* Offer to **text or email the customer your catering link**, or
* **Forward the call** to the store so a team member can take the order manually.
đĄ **Tip:** If you frequently receive future-date orders, you may want to include a note in your greeting or menu prompts letting callers know about catering options â this helps set expectations and provides a smooth customer experience.
# How do I add someone to my Kea Brand Portal?
Access to your Kea Brand Portal is tied to the emial address you used at sign up.
If you would like to allow a coworker, partner, or additional staff to be able to log in and access your Brand Portal, **please email your Customer Success Manager OR as this function has to be done internally on the Kea side**.
Please note, the log in is case sensitive so if you get an error message at first, try a lowercase first letter of your email address.
# Why is there a "Kea - Mark Up" line item on my Clover POS ticket?
### If the menu you have visible to Kea has a different price than what is in in your POS (Clover) this line item is added to align revenue expectations and see the markup / additional revenue gained per channel.
For example, if you have a different menu visible to Kea>Stream than what your in-house staff is using to take orders, then your POS will automatically add or subtract the difference.
This is common with Online Ordering or DoorDash menus being visible to Kea while servers use a different menu with internal charges.
* You may see Kea sending a ticket through that says:\
Cheese Pizza $5.50
* But your in-house menu rings up Cheese Pizzas as $7
* The Kea ticket will show a total of $5.50 but the ticket that prints in house will show:
* Total = $7
* Kea - Markup -$1.50
To ensure the customer is being charged the same amount across all channels.
# Thanx Loyalty Integration
Setting Up Your Kea x Thanx Loyalty Integration. Take a look below around how to setup loyalty enrollment from Kea AI to your Thanx instance.
#### Overview
This guide outlines the steps required to activate your Kea x Thanx loyalty integration in the Kea Brand Portal. Once the setup is complete, customers will be able to enroll in your loyalty program and earn points automatically through Kea during the ordering experience. This configuration process connects your Thanx program to your Kea locations. Customers who are not yet enrolled will be prompted for their email address on the payment/feedback page to complete enrollment.
#### Prerequisites
* Your brand must have an active Thanx loyalty program.
* The Kea + Thanx integration must be enabled for your merchant account by the Thanx Partnerships team. Please request this activation.
* For the optimal experience, the "Order confirmation & Feedback SMS" setting should be enabled so we can enroll users for pay-on-arrival orders.
#### Setup Steps in the Kea Brand Portal
1. Sync Your Merchant Account
2. Navigate to the Integrations > Thanx Loyalty section of your Kea Brand Portal.
\
\
3. Your account will automatically sync with Thanx to find all merchants enabled for the Kea integration.
4. Map Your Restaurant Locations
5. Once the merchant account is connected, you must map each Kea restaurant location to its corresponding Thanx location.
6. This mapping is essential as it ties all order submissions to the correct location in your Thanx loyalty program.
7. Finalization
8. After mapping your locations, the integration is fully active. I recommend that you perform a test call and order submission to verify that points are accruing correctly.
#### Payment/Feedback Page Preview
This section shows how the payment/feedback page will look, where non-enrolled users are prompted for their email for enrollment and loyalty operations.
