Why This Matters
In‑app calling isn’t just about dialing out ; it’s also about managing the numbers that power your outreach. Clear labeling helps reps know which line to use, assigning numbers ensures that calls route to the right person, and features like call recording and forwarding improve compliance and responsiveness. Understanding how to configure these options lets you build a reliable calling workflow that scales with your team and keeps your data synchronized across campaigns.
Prerequisites
You should already:
Have at least one connected or purchased number in lemlist.
Know the difference between connected and purchased numbers. Connected numbers use your existing phone, while purchased numbers are rented through lemlist and may require regulatory documentation depending on the country.
Be a workspace admin or have permission to manage call settings. Only admins can modify phone number settings or assign numbers to teammates.
Core Lesson – Step‑by‑Step Workflow
Phase 1: Access and Review Your Numbers
Open the Call settings page. In lemlist, go to Settings → Call settings and select Phone numbers. This unified page lists all connected and purchased numbers for your workspace. Here you can see each number’s status, label, assigned user, recording switch, minutes used, and callback settings.
📸 Screenshot: Call settings page showing the phone numbers table with columns for number, label, assigned user, recording, minutes and actions.
Understand the numbers table. Each row in the table represents a phone line. Both connected and purchased numbers display a country flag and number type. Connected numbers also show the personal phone number you’ve verified.
Phase 2: Rename, Assign and Record Calls
Rename your number for clarity. Click the Label field next to a number and type a descriptive name (e.g., “US Sales Line” or “Customer Support”). Clear labels make it easy to choose the right line when placing calls and to track performance per number.
📸 Screenshot: Editing the Label field of a phone number, with the name “Customer Support” typed in.
Assign or unassign a number to a teammate. For purchased numbers, use the Assigned to dropdown to select which user should receive incoming calls. Each user can have up to three connected numbers. Assigning numbers ensures that inbound calls are routed to the correct representative; unassigning releases the number back to the team.
Enable call recording. Toggle the Recording switch to trigger recording by default on all calls placed or received on that number. When enabled, calls will automatically be recorded and stored in the call log; you can access them under the Recordings tab in your call dashboard. Note that you can always enable or disable the recording during a given call.
Phase 3: Forward Calls and Manage Minutes
Set up call forwarding (purchased numbers only). If you buy a local number through lemlist, you can redirect inbound calls to any phone line. This way you can answer your lead on your phone if they call you back. Click Forwarding on the number’s row and enter the external number you want to ring.
Monitor and top up minutes. The Minutes column shows how many calling minutes you’ve consumed this month and how many remain. On Multichannel Expert plans you have 100 minutes per user/month, and on Enterprise plans 300 minutes per user/month. When you’re running low, click Buy more minutes to purchase additional credit. Minutes are converted from credits at a rate of 1 minute = 4 credits.
Adjust the callback number. To improve call quality and take calls directly from your phone, set a Callback number in Sending settings → Phone numbers. When you place a call, the system first dials your callback number, then connects you to the prospect. This creates a phone‑to‑phone connection with clearer audio.
Enable ‘Call from your Phone’. If your internet connection is unstable or you need studio‑quality sound, enable this feature. This option calls your own phone first, then bridges the call to your prospect, giving a phone‑to‑phone connection and clearer audio. This consumes twice the credits per minute, so enable it only when necessary.
Troubleshooting & Pitfalls
Below are some common issues you might encounter and how to resolve them:
Number label won’t save: You might not have admin rights, or the number is locked by the system. Ensure you are a workspace admin; refresh the page and try editing again. Only admins can rename numbers.
Cannot assign a number to a user: The user already has three connected numbers or is not part of your workspace. Remove an existing assignment from another number or upgrade your plan to allow more numbers. Make sure the user is invited to your lemlist workspace.
Call forwarding doesn’t work: The forwarding number might be invalid, unverified, or inactive. Call forwarding is only available for purchased numbers, so make sure you’re using one and that the forwarding number is correctly set up and active.
Running out of minutes: You’ve exceeded your plan’s monthly calling minutes. Buy additional credits or wait until your monthly quota resets. ‘Call from your Phone’ consume double credits: disable the feature if you’re low on minutes.