The agent runs the restaurant. Toast runs the line.
You made Toast the line itself: terminals, kitchen screens and card processing, open to every agent and running when the internet doesn't.
Owners text whatever agent they like. Every order still fires on a Toast screen, and 70% of cards still tap a Toast reader. You bill per ticket.
The Chair: Nobody opens Toast anymore. They just can't cook without it.
OMNI: I tried to cook an egg through an API. It didn't take.
The Chair: Margin 22%. Next ticket.
Outcome: Settled for plumbing
Agents took the back office. They can't cook, tap a card or ride out a dead router, so the line stayed yours, priced thin.