Helpline Software
Helpline Software is a web platform for organizations handling high-stakes inbound lines.
What Helpline Software is
Helpline Software is a web platform for organizations handling high-stakes inbound lines. It links on-call scheduling, call routing, communication channels, intake forms, reporting, and access controls in one workflow. Calls follow the live schedule and can escalate automatically to configured backups when a responder misses the call. Teams can assign shifts, let staff pick them up, and edit coverage with drag-and-drop controls. Phone calls, live website chat, texts, and callback requests are supported. Custom forms collect caller or contact information, while reports cover call volume, answered and missed calls, hold times, staffing, and talk time. Data is encrypted in transit and at rest, with role-based permissions for personal information. The service routes calls to the customer’s own scheduled team rather than outsourced operators. It runs on Google Cloud with redundant endpoints and recovery features. Paid plans have pricing on request and a 30-day trial; texting is an add-on on every plan.
Good
- Automatic escalation to configured backup responders
- Drag-and-drop shift editing and pickup
- Phone, chat, text, and callback workflows
- Reports include staffing and hold times
- Encrypted data with role-based permissions
Watch out
- No free plan
- Texting costs extra on every plan
- Starter omits dispatch and shift reminders
- Calls require the customer’s own operators
Who it suits
It suits nonprofits running crisis lines and helplines, plus for-profit teams coordinating rotating on-call coverage or priority support. Web-based teams needing scheduling, escalation, and multichannel intake may also fit.
Verdict
Helpline Software combines schedules, routing, communications, and reporting for organized inbound coverage. Check plan limits and request pricing before choosing a tier.
Plans and prices
From Helpline Software's own pricing page, checked 8 Oct 2001.
| Plan | Price | What it gives you |
|---|---|---|
| Starter | Priced on request | 2 schedules · 10 accounts · 1 language · 1 backup · text add-on · email ticket support |
| Established | Priced on request | 15 schedules · 50 accounts · 40+ languages · up to 10 backups · text add-on · 24/7 outage on-call support |
| Enterprise | Priced on request | Custom schedules, accounts, and languages · custom support and configuration · text add-on |
The facts
Each one read from Helpline Software's own pages, with the date it was checked.
What it does
- Business model
- Helpline Software says it does not provide outsourced operators and routes calls directly to the customer's own scheduled team members.checked 8 Oct 2001
- Call routing
- Calls are routed according to the live on-call schedule, with automatic escalation to configured backups when a responder does not answer.checked 8 Oct 2001
- Communication channels
- The platform supports phone calls, live website chat, texts, and callback requests in one on-call workflow.checked 8 Oct 2001
- Forms and reporting
- Custom intake forms capture caller or contact data, while reports include call volume, answered and missed calls, hold times, staffing, and talk time.checked 8 Oct 2001
- Infrastructure and reliability
- The maker says the service runs on Google Cloud, uses redundant endpoints and automatic recovery, and can retry backup endpoints up to five times.checked 8 Oct 2001
- Integrations
- The pricing page describes integrations as part of concierge onboarding configuration, but does not name specific third-party integrations.checked 8 Oct 2001
- Intended users
- The product is built for nonprofits running crisis lines and helplines, and for-profit teams managing rotating on-call coverage and priority support workflows.checked 8 Oct 2001
- Privacy and security
- Stored data is encrypted in transit and at rest, and role-based permissions can limit access to personal information.checked 8 Oct 2001
- Product
- Helpline Software connects schedules, inbound workflows, reporting, and safeguards for organizations running high-stakes inbound lines.checked 8 Oct 2001
- Scheduling
- Teams can assign shifts, let staff pick up shifts, and edit shifts with drag-and-drop controls.checked 8 Oct 2001
- Support
- The maker provides concierge onboarding, and plans that include complete-outage protection have a dedicated urgent path with 24/7 support for a complete outage.checked 8 Oct 2001
Money
- Free testing
- Starter and Established include up to 30 days of testing before go-live, while Enterprise offers a custom testing period.checked 8 Oct 2001
- Plan limits
- Texting is an add-on in all three plans, while Starter does not include dispatch for on-call teams, shift reminders, or auto-approval rules.checked 8 Oct 2001
The company
- Headquarters
- San Francisco, California, United Stateschecked 28 Sep 2001
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