Forward selected calls
Your number stays with your current carrier. You set that carrier to send the calls you choose to Double Menu. Which forwarding modes exist, and how you switch them on, depends on your carrier and your country.
How it works
How Double Menu fits your existing phone
Double Menu sends selected incoming calls through a keypad menu you control. Depending on your number and carrier, you can forward calls, port an existing number or use a new one. Build each branch, test the complete call, publish it, then review every caller’s path in the call log.
- No code
- AI only on branches you enable
- Recording off by default
Start with the phone setup you already have
There are three ways a call can reach your menu. They are alternatives, not a migration you have to complete in order.
Port an existing number
The number itself moves to Double Menu after a transfer request we review with you. Your current service keeps running until the scheduled transfer completes. We confirm whether a specific number can be transferred before anything is booked.
Use a new number
Take a new number and point it at your menu. Availability and registration requirements differ by country, so we check what applies to your business address before you commit to it.
What can remain unchanged
Your existing team phones can stay as the destinations a branch rings, where the configuration supports them.
You choose the greeting, the key assignments, the opening hours, the destinations and every fallback.
AI does not have to answer the front door. It is an optional action on selected branches, on Smart and Multi.
What changes. Calls covered by the deployment you chose reach your published menu first. Each mapped key does exactly what you configured it to do, and the path that caller took appears in your call log.
The eight-step journey
Confirmed at onboarding
Decide how calls reach the menu: forward them from your current carrier, move the number across with a transfer request, or take a new one. Most businesses start by forwarding and never change anything else. Which options apply to you is a matter of country, carrier and the number itself.
Eligibility, registration and transfer timing are confirmed for your specific number before setup.
Configuration-specific
You choose the coverage: every call, only the calls your team does not answer, only calls that arrive while the line is busy, or only calls outside opening hours. Two systems share that job. Conditional forwarding is set with your carrier; opening hours and the after-hours greeting are set inside Double Menu.
Not every carrier offers every conditional-forwarding mode. Double Menu cannot set your carrier’s forwarding for you.
Available on every plan
You write the greeting and decide what each key does — press 1 for an urgent job, 2 to book, 3 for opening hours. The same published key always follows the same branch you configured. The menu does not improvise the first routing decision, and callers hear the same options every time.
Plan-specific
A branch can ring a person, play information, send a text, save a callback request, check a configured status source, offer keypad booking, or enter an AI branch you switched on. Each outcome has two halves: what the caller hears, and what lands with your team afterwards.
Direct-to-person, information, SMS and callback branches are on every plan. Keypad booking and AI branches start on Smart. Status lookups depend on the source you connect.
Available on every plan
Before anything is live, you run the menu as a caller would. You hear the prompts, press the keys, follow the simulated journey and fix the branches that went somewhere you did not intend. Nothing reaches a real caller until you publish.
Where an action behaves differently in test mode, the builder says so beside that action.
Available on every plan
Publishing runs the pre-publish checks and makes your menu the live one. New calls arrive on the version you just published. Calls already in progress finish on the version they started with, so nobody is cut off mid-sentence by a change you made.
Plan-specific
Every call gets a log entry with the keys that caller pressed, the branch each key led to and how the call ended. That is the call log — it is not a recording, and it exists whether or not anyone ever speaks to AI.
The call log and keypress timeline are on every plan. The analytics dashboard starts on Smart. Recordings and transcripts exist only for AI-branch calls, and only when you switch recording on.
Available on every plan
Change a greeting, a destination, an opening hour or a whole branch; test the paths you touched; publish a new version; then check the next calls against it. A menu is not a one-time installation — it is a version you keep adjusting as hours, staff and call reasons change.
What one after-hours call menu can do
Configured example — not a customer resultA local repair business closes at six. This is one menu, four keys, and what each key was configured to do.
Urgent job
Ring the on-call person the business nominated. If nobody answers, follow the fallback that business chose. Double Menu is not an emergency service.
Book a visit
Read out the next available times and take the booking on the keypad. No caller speech is sent to an AI provider on this path.
Hours and directions
Play the opening hours, and text the address to the caller if the business turned that on.
Request a callback
Save the caller’s number in the callback queue and play the confirmation the business wrote.
The next morning, each of those calls is a row in the call log: the key pressed, the branch it followed, how it ended and which published version answered it.
Add AI to a branch — or do not add it at all
- Line has no live AI on the call path. Smart and Multi can add AI to the branches you enable, and only those.
- On a keypad-only call, no caller audio is streamed to a speech provider, recorded or transcribed. The menu reacts to keypresses.
- Menu prompts are made from text you typed, turned into speech before the call ever happens.
- Recordings and transcripts apply only to calls that enter an AI branch, and only when you switch recording on. It is off by default.
The setup path is the same; some outcomes depend on the plan
Call-menu builder and simulator, after-hours greeting, direct-to-person and priority branches, SMS auto-reply, call log and keypress timeline.
Keypad calendar booking, optional AI branches, AI knowledge base, analytics, and AI-branch recordings and transcripts when you enable them.
Multi-location dashboard, team roles and audit log.
Frequently asked questions
Usually yes, in one of two ways. You can leave the number with your current carrier and forward the calls you choose to the menu, or you can request a transfer so the number itself moves to Double Menu. Which of those applies depends on your carrier and country, so we confirm your specific number first.
Forwarding leaves the number where it is and redirects selected calls. Porting moves the number itself to Double Menu after a transfer request we review with you, and your existing service keeps working until the scheduled transfer completes. Forwarding is quicker to undo; porting means one number in one place.
Only if you set it up that way. Your existing team phones can stay as the destinations a branch rings, so the same handsets can keep ringing for the calls you want them to. What changes is which calls reach the menu first, and that is settled before anything goes live.
Yes. You choose the coverage: every call, only calls your team does not answer, only calls that arrive while the line is busy, or only calls outside opening hours. Part of that is set with your carrier and part is set by the menu’s own schedule, and not every carrier offers every mode.
Run the simulator. You hear the prompts, press the keys as a caller would, follow the simulated journey and fix the branches that went somewhere you did not intend. Nothing reaches a real caller until you publish, and where an action behaves differently in test mode the builder says so.
No. The keypad menu works with no AI on the call path at all, which is the whole of the Line plan. On Smart and Multi you can add AI as an optional action on the specific branches you choose, and every other branch keeps working exactly as before.
Recording is off by default. Recordings and transcripts exist only for calls that enter an AI branch, and only once you switch recording on. The call log is a different thing: it records which keys were pressed and where the call went, not what anybody said.
New calls arrive on the version you just published. Calls already in progress finish on the version they started with, so nobody is cut off mid-sentence. Afterwards, the call log shows which published version answered each call, so you can check the change against real calls.
The setup path is the same on all three. Line covers a keypad menu with routing, information, SMS and callback branches. Keypad booking, optional AI branches, the knowledge base and analytics start on Smart. The multi-location dashboard, team roles and the audit log are on Multi.