This guide covers everything you need to get in-app calling working in lemlist: connecting or buying a phone number, configuring your settings, managing calling credits, and troubleshooting common issues.
Prerequisites
You have access to lemlist Settings and Call settings (team permissions may apply).
Your leads have valid phone numbers (otherwise the call button won't be available).
You have enough calling minutes/credits to place calls (explained below).
If you want CRM sync, your CRM integration is connected (HubSpot, Salesforce, or Pipedrive).
Step 1: Set up a phone number
You can manage your phone setup from two places:
Settings → Sending settings, then expand Phone numbers
Settings → Call settings, then use the Phone settings page to add and manage numbers
Option A — Connect your own phone number
You can connect only one personal phone number to lemlist at a time.
Supported countries (connecting your own number)
Supported countries (connecting your own number)
Australia
Austria
Belgium
Brazil
Canada
Colombia
Czech Republic
Denmark
Estonia
France
Germany
Hungary
Hong Kong
Iceland
India
Ireland
Italy
Latvia
Luxembourg
Mexico
Netherlands
Norway
Poland
Portugal
Romania
Singapore
Spain
Sweden
Switzerland
United Kingdom
USA
In Call settings, click + Add a number.
Select Connect phone numbers.
Select your country, enter your phone number, then click Next.
Follow the verification prompts to complete the connection.
Important: If you want to use a different personal number later, you'll need to replace the currently connected one — lemlist doesn't support connecting multiple personal phone numbers at the same time.
Option B — Buy a phone number from lemlist
If you want a dedicated number for outreach, you can purchase a local number through lemlist. This can help improve trust and pickup rates when calling specific regions.
Supported countries & requirements (buying numbers)
Country | Available Numbers | Special Requirements |
🇺🇸 United States | Landline only | No restrictions |
🇫🇷 France | Mobile & Landline | Must provide company registration details |
🇬🇧 United Kingdom | Mobile & Landline | Must provide business documents |
🇩🇪 Germany | Landline only | Must have a company in Germany |
🇧🇪 Belgium | Landline only | Manual order only. Must have a company in Belgium and contact Customer Support after approval. |
🇪🇸 Spain | Local numbers | Manual order only. Client must submit their own regulatory bundle with local entity details and CIF, and must have an address in the region requested. |
🇨🇦 Canada | Mobile & Landline | No specific local residency or business documentation required |
🇦🇺 Australia | Mobile & Landline | Must provide business documents |
🇮🇪 Ireland | Landline only | Must provide business documents |
🇳🇱 Netherlands | Mobile only | Must provide business documents |
Important for Spain and Belgium: these numbers are not self-service. Unlike other supported countries, lemlist cannot provision them instantly in the app. After your regulatory documents are approved, contact Customer Support to request the number. Each number is ordered manually, one at a time, and provisioning may take some time before the number goes live.
For self-service countries
In Call settings, click + Add a number, then select Buy phone numbers.
Select the country and the type of line to filter available numbers.
Pick the number you want, then click Buy.
For Spain
Make sure the end client has a Spanish legal entity, a valid CIF, and an address in the region where the number is requested.
Submit the client's regulatory bundle with those local entity details.
Once the bundle is approved, contact Customer Support to request the number purchase.
Our team will place the order manually through Twilio and assign the number to the account. Spanish numbers are billed at $15/month per number.
Note: Depending on the country, you may be prompted to provide additional business information or documents due to local telecom regulations.
Step 2: Configure number settings
After you connect or buy a number, configure how it behaves so calls are consistent across your team.
In Call settings, click the settings (gear) icon next to the number you want to configure.
Update the Number label, optionally set Forward incoming calls to, and enable or disable Automatic outgoing call recording.
Step 3: Understand minutes & credits
lemlist in-app calling uses a credit-based system to measure call time. Every call deducts minutes from your available balance.
Monthly call allowance by plan
Multichannel Expert plan: 400 calling minutes per user/month
Enterprise plan: 800 calling minutes per user/month
Destination tiers: how minutes are counted
lemlist supports calling in 100 countries. Each call deducts minutes based on the destination's pricing tier — calculated automatically via Twilio from your from/to numbers. The applied multiplier is shown in the dialer before you call, in both focus mode and the dialer widget.
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Tier | Multiplier | Estimated cost/min | Examples |
Basic | ×1 | < $0.06 | France, UK, USA |
Standard | ×2 | < $0.15 | — |
Global | ×4 | < $0.30 | — |
Premium | ×8 | > $0.30 | South Africa |
For example, a 1-minute call to South Africa (Premium, ×8) deducts 8 minutes from your team counter. For the full list of supported countries and rates, visit the country and rates page.
How credits work
1 call minute = 4 credits
10 minutes = 40 credits
50 minutes = 200 credits
How call duration is billed
Call duration is rounded up to the nearest full minute. A 5-second call counts as 1 billed minute in Basic tier, or 2 billed minutes in Standard tier. Calls that are not answered at all count as 0 seconds and are not debited.
Check minutes and buy more
In Call settings, review your remaining calling minutes and click Buy additional minutes when needed.
Choose how many credits to convert, then confirm the purchase.
Track team consumption (admins)
Team admins can monitor per-destination calling usage from the Calls section. The Calls CSV export includes two dedicated columns: Country code multiplier (the tier applied to the call) and Billed minutes (actual minutes deducted after the multiplier).
To improve call audio quality using your mobile phone, see Call quality: tips and settings.
Troubleshooting
Calling is unavailable or calls fail
Root cause: Provider incident or outage.
Fix: Check Twilio's public status page (status.twilio.com) for ongoing incidents. Extended scenarios include: calls hanging up immediately, calls dialling but not ringing, or the call feature being greyed out.
Blocked numbers: Certain numbers may be blocked due to security or compliance flags (e.g. high-risk prefixes such as 085 numbers in the Netherlands). Verify the number is not flagged as high-risk.
Can't click the phone icon to call a lead
Root cause: The lead doesn't have a phone number, or you don't have a connected or bought number set up.
Fix: Add a phone number to the lead, and confirm your calling setup in Settings → Call settings.
Can't connect another personal number
Root cause: lemlist supports only one connected personal phone number at a time.
Fix: Remove or replace the currently connected personal number before connecting a new one.
Run out of minutes mid-day
Root cause: Your plan allowance is used up.
Fix: Buy additional minutes in Call settings using credits.
Can't buy a Spanish number in self-service
Root cause: Spanish numbers are manually provisioned due to local regulatory requirements.
Fix: Submit the end client's regulatory bundle with Spanish legal entity details, CIF, and a valid regional address, then contact Customer Support after approval so the number can be ordered manually.
Spanish regulatory bundle was rejected
Root cause: The entity details are incomplete, do not match official records, or the client does not have a local entity in the requested region.
Fix: Review the submitted business details and documents, correct any mismatch, and resubmit the bundle. A client without a Spanish legal entity and CIF cannot get a Spanish number.
Optional: Use Ringover instead of the lemlist dialer
If your team uses Ringover, you can disable the lemlist dialer while keeping lemlist outreach workflows.
Go to Settings → Call settings.
Scroll to Disable lemlist dialer and toggle it on.
This option can be customized at both the user and team levels.