Calling from chat
Ask Merlin to call someone from chat or voice. Confirm first, then Call opens with the number filled in. No automatic dialing.
Calling from chat
Ask Merlin in chat or voice to call someone. Merlin finds the contact, shows Suggest call, and you confirm with Open Call. Then Call opens with the number already filled in. You start the conversation yourself. Nothing dials automatically.
This differs from Calling with recording: there you dial yourself via Call and can record mid-call. Here the call path starts from a Merlin conversation or workflow.
How it works
- Your PIN has the permission Place calls via chat/voice
- Call is enabled on the account (Professional or higher, or trial)
- Ask for example: "Call Jane Doe" or "Call +31612345678"
- Merlin shows Suggest call with name and number
- Click Open Call. The softphone opens with the number prefilled
- Check the number and place the call yourself
- Optionally during the call: Start recording (see Calling with recording)
If several contacts match, Merlin asks which one you mean. If none match, you can enter an E.164 number.
Which device opens Call?
| Situation | What happens |
|---|---|
| Desktop app open | Softphone in the desktop app, number prefilled |
| No desktop, mobile app available | Hint to the CallMerlin app |
| Browser only | Softphone in the browser (web interface), or download hint |
Merlin voice and the microphone stop before Call opens. That way you do not get two voices on the same headset at once.
Workflows
In the workflow builder the step Suggest call does the same as chat: find contact, show suggestion, you confirm. There is no step that dials silently.
Example: after an unpaid invoice → Suggest call to that customer.
During a Merlin conversation
Merlin may suggest a call when the context fits (for example: "shall I call Pete?"). You still confirm. Merlin does not silently transfer your session into a softphone call.
Requirements
- Plan with Call available
- PIN permission Place calls via chat/voice
- Outbound worldwide (E.164). Special or premium numbers (e.g. NL/ES information services) are blocked
- Microphone on the device you dial from
Minutes
Outbound softphone calls count 1:1 toward your minute bundle (wall clock), same as manual Call. See Call logs and Billing.
What this is not
- Not automatic dialing without your confirmation
- Not a silent handoff from Merlin voice into a softphone call
- Not a Front desk transfer from this chat path (separate product path)
Inbound softphone ringing to your PIN (when Available): see Available for incoming calls.
Related
- Calling with recording: dial yourself and record mid-call
- Available for incoming calls: extension + OS limits
- Workflows: Suggest call step
- Daily use: everyday examples
- Call logs: source Call