See if Helpline Software is a fit
Answer three quick questions. If it looks like a fit, meet with an expert and see scheduling options.
If you want a quick overview of how routing works in practice, read more.
Helpline software that routes by schedule
Instantly edit your on-call schedule or use shift requests with approvals. When an admin saves a change, routing updates immediately, so calls follow the latest coverage without extra steps. As shifts start and end, the system updates agent status automatically so it’s clear who is responsible, and so agent phones ring exactly when they're on call and needed.
Demo: see how schedule-based routing works
Helpline Software is an integrated platform for high-stakes inbound lines, including hotlines and on-call support. It ties routing to your schedule, so when you edit coverage, routing updates immediately. If a call is missed, you get an audit trail and callback-request workflows so you can see what happened and fix the workflow. If it looks like a fit, you can [request a demo](/contact).
Customers Recognition
We pride ourselves in top notch 24/7 support. But you don’t have to take our word for it, check out the testimonial video below. Still don’t believe us? No problem.
Our contracts come with a peace of mind guarantee. If you don’t love it within 30 days of going live we’ll give you your money back, and donate up to $500 to your agency. See here for details. We stay in business because our customers love us.
What Our Customers Say
Our customers love how customizable the system is, the top-notch support, and how easy it is to use Helpline Software.
"…customer service is responsive, honest, articulate… it's top-notch…"
"There's definitely an awareness with the customer service team that every agency is different… It's very 'meet us where we're at.'"
"I'm loving this system. It's incredibly easy to tailor, and it does exactly what [our on-call personnel] need. Instead of troubleshooting, [our on-call personnel] are spending that time with [callers]."
"It really has changed a huge part of our organization."
"Having a system customized to fit [our needs] has been invaluable. HelplineSoftware gives us the tools we need to support both our staff and [callers]."
"Helpline Software has been an incredible thought partner. They offer creative solutions and really care about the mission of the agencies they serve."
"We are incredibly grateful for our wonderful transition to Helpline this year. The entire process has been seamless, and our team has had nothing but glowing feedback. The ease of use, combined with your excellent customer service, has made a world of difference."
"…take a leap of faith and do it… it is a game changer… it will alleviate a lot of misused time and… [you] will thank me later."
Route calls to scheduled on-call agents
Calls are routed to your scheduled on-call agents based on your schedule and your rules. If the first person can’t take it, the platform escalates to backups and records what happened. You get an audit trail when a call is missed, not guesswork.
- Agents get enough time to answer before the next escalation.
- Agents can receive the key context you choose to share.
- The system detects “out of reception” scenarios in real time and keeps routing.
- Back-to-back calls follow your escalation policies, consistently.
Missed Call Protection
Increase capacity by automatically offering a callback request when you don’t have coverage. The system waits until an agent is available, then coordinates follow-up according to your policies and logs each step for accountability. Many agencies prefer crisis callbacks to voicemail.
- You can set a custom caller ID for callback workflows.
- On-call managers can be notified based on SLA rules.
- Support is available in 40+ languages.
The switch to Helpline Software allowed us to step into a system that truly understands the needs of advocacy organizations like ours. We now have peace of mind knowing our hotline operates in a way that respects both our callers and our advocates.
Trusted for critical calls by crisis hotlines.
Answer more inbound calls without adding headcount. Helpline Software brings call handling, scheduling, and follow-up workflows into one integrated platform, so your team can respond faster and spend less time on admin.
Concierge Onboarding
Expect white-glove, done-for-you onboarding. You bring your requirements and preferences. We will help you translate them into a configuration that fits your team.
We have supported hotlines, helplines, and crisis lines long enough to know what tends to break under pressure. We will share patterns we have seen work well, flag common pitfalls, and design a custom setup aligned to your requirements. That includes schedules, workflows, routing rules, and integrations, so your system is ready for day one.
Disclaimer: We are a software provider. We can share general information based on prior experience, but you know your needs best. You are fully responsible for your hotline’s configuration and for ensuring your requirements are met. Our role is limited to information sharing.
Packages & Pricing
Pricing is structured around system access, configuration, and support rather than individual telecom components. All communication capabilities, voice, messaging, scheduling, workflows, and reporting, are bundled into unified plans designed to scale with your organization’s needs.
For current packages and what is included in each plan, review our pricing.
150% Money Back Guarantee
Try Helpline Software risk-free! If you're not satisfied within 30 days, we'll refund all your money. Plus give you up to $500.
Frequently asked questions
›Can we keep the numbers we already advertise?
›If we change the schedule last minute, does routing update right away?
›How will staff know it’s a line call and not a personal call?
›What is helpline software?
›How does helpline software reduce missed calls after hours?
Want routing that stays in sync with your schedule?
If schedule edits are creating missed calls, or you cannot easily prove what happened after hours, share your email above. We will follow up and map your schedule, call order, and fallbacks into a simple, reliable routing plan.