What Helpline Software does
Helpline Software is an integrated, fully customizable platform for teams that run high-stakes inbound lines. We connect scheduling, inbound workflows, reporting, and safeguards so coverage stays reliable and leaders can see what happened when something goes wrong.
This page answers the practical questions that decide fit, like keeping your number, schedule-driven routing updates, personnel privacy, complex escalation paths, support, and next steps.
Frequently asked questions
Can we keep our number(s)
Absolutely! You can keep your existing number(s).
Do you want to start a new local, state, or national line? We do that too. We can provide you with short codes, local numbers, or toll-free numbers, and fully customize them to your needs.
How long will it take for updates to the schedule to be reflected in call routing?
Updates to your shift schedule will instantaneously change the forwarding for all calls, chats and texts. No need to call anyone or send an email. Once you click save it’s there, and it’s working.
You’ll even be able to see that happen in real-time.
How will our personnel know they are receiving a hotline call vs a personal call?
Calls sent to your personnel will always come from the same number, unless you configure your Helpline Software otherwise. This has a few advantages:
Your personnel will know they’re receiving a call from your hotline before they pick up.
Your personnel will not have access to the caller’s phone number, unless you give them access, or forward that caller-id.
More options
How do you keep data secure?
Helpline Software uses established, actively maintained cloud technologies and adds multiple layers of security within the system. Data is encrypted at rest and in transit in accordance with best practices.
Our databases are replicated across the United States to provide resilience to natural disasters. We follow established security practices and rely on proven technology providers for major parts of our server and database infrastructure.
Can we customize data retention and anonymity?
Yes. During onboarding, we work with each agency to understand and implement its data-retention policies. These controls are granular because different parts of the same hotline may have different requirements.
Agencies can configure completely anonymous workflows. Once a call, chat, or text is complete, the system can be configured so that neither the agency nor Helpline Software can access caller phone numbers, chatter phone numbers, IP addresses, or other confidential information.
If an agency chooses to collect phone numbers, IP addresses, or similar information, that data is kept out of backups by default. This allows it to be deleted according to the agency’s configured retention policy. If you have specific data retention or confidentiality policies please be sure to let your onboarding specialist know.
Who can access confidential and personally identifiable data?
Each agency controls access through granular permission levels. Administrators can grant, revoke, or reduce an individual user’s access at any time.
Access to personally identifiable information can be controlled explicitly with the permission level called “Access PII.” Users must have that level of access to view PII. This allows agencies to limit sensitive information to the people who need it.
How do you protect privacy during callbacks?
Helpline Software allows hotlines to return callbacks safely and anonymously. The system can mask both the caller’s phone number and the advocate’s number when processing callback requests.
For domestic violence and survivor-assistance programs, callback options are designed to reduce the risk that callback details compromise a survivor’s privacy.
What do you do?
We make your phone/chat/text hotlines work the way you want.
Helpline Software provides an integrated call forwarding, chat & text and scheduling system that manages many of the logistics of running a 24h phone system, so that your agency can focus on serving your clients.
This includes quickly routing calls to your personnel, protecting them from obscene callers and burnout , protecting caller privacy, simplifying data analytics, enforcing your high volume repeat caller policies (if any), and much more.
How do you compare to competitors?
Unlike human answering services or call center systems, we were built for reliable and high volume call forwarding and work with your counterparts every day. That means, we understand your unique workflows, can share how similar customers solve similar problems, and always follow to your exact instructions .
Will somebody from HelplineSoftware ever answer our calls?
With Helpline Software, the only people that will ever speak to your callers are your personnel.
In fact, we’ve identified that agencies that use human answering services to forward calls may experience significantly more human error than they realize. We recommend that you try the hotline audit to see what’s actually happening on your line.
We’ve helped agencies around the country solve their 24/7 phone, text, or chat related challenges, and one thing that we’ve learned is that the only people qualified to talk to your callers is your trained personnel. For this reason, Helpline Software never uses 3rd party operators to answer/field calls.
Will my personnel have enough time to answer calls?
Yes! You can configure how much time each individual has to answer calls. We even provide simplified presets, for example – agencies that want calls to be answered quickly can choose the “We’ll Answer Quickly” preset.
It can be remarkably difficult to configure this setting in other phone system. We’ve seen even small errors in ring time leading to major consequences in terms of hold time for callers and burnout for agency personnel if this is done incorrectly.
You can customize how long your personnel will have enough time to pick up the phone
How long personnel have to get to a quiet place before connecting the caller
Details to ensure your personnel have enough context to answer each call before they connect with the caller
Do you meet our hold time requirements?
Absolutely! Hold times are entirely dependent on your agency, your policies, and how quickly your on-call advocates answer calls.
In practice, callers can be on hold for as little as a few seconds before they are connected to the on-call individual that can support them. You will be provided with detailed data in real time that you can use to fine tune your policies and hold times to balance needs of the caller as well as those of your agency and its on-call advocates.
Do you support forwarding calls according to our very complex schedules?
Yes! Complex schedules and escalation orders is a standard part of our call forwarding service . We’ve never seen a case we can’t handle, and invite you to contact sales with any specific questions.
What is customizable?
Our talented personnel will work with you to identify your unique needs and design a custom system just for you. We invite you to contact sales with any specific questions.
We provide fully customized call forwarding services , chat and text , scheduling, and everything you need to replace your answering service with that meets your exact needs.
What special features do you offer? Do they cost extra?
We offer so many special features that it wouldn’t make sense to try to list them here. New special features are typically based on best practices we’ve refined from working with your counterparts, and are typically released for free to all of our customer agencies.
The best way to learn more about them is to schedule a meeting with us and share the specific problem that you’re looking to solve. Chances are other agencies have expressed similar concerns, and that we either have already built special features for that, or have something planned.
As an example, some (but not all) agencies want special features to enforce boundaries with very specific extremely high volume repeat callers that do not need service. We have features to do that. Are you looking for something for inappropriate caller protection or a shift request approval process to be integrated with your system? We’ve got those too, and yes it’s free with your contract.
Need something else? Just schedule a meeting here . It’s possible we’ve already got something just for you.
Do you have stellar customer service?
Yes, and support is included with all of our plans. The CEO of HOPE Sheds Lights, Inc said that “… customer service is responsive, honest, articulate, … it’s top-notch …”. She’s not the only one. After you meet with us you can talk to our references, please ask them about this! We’re excited for you to speak with them.
Would you do a crisis line best practices training at my state or national coalition?
Sure thing. When you reach out please provide the following:
Are there any specific key challenges you want us to address? Some common ones are how can we better execute on our language access plans, crisis line burnout prediction, crisis line burnout prevention, privacy, privacy, how to start chat & text, how to manage efficient callbacks, …
Is this a vendor specific or vendor neutral talk? We do both.
- How many people are expected to be in the audience?
Please note that we don’t officially provide any “best practices”. We simply share the pros and cons of what works at other crisis phone, chat, or text lines. Something that’s a best practice for one community may not be for another.
I love your product so far, what are the next steps?
Please send an email to sales@helplinesoftware.com with any questions that have come up so far, and please book a meeting here so that we can understand the scope of the project that you are considering, and take the next steps to making sure your community can get the service they need quickly and in a trauma-informed way.
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."
Built for rotating on-call coverage.
Helpline Software connects schedules, call handling workflows, escalation, and reporting in one integrated platform, so coverage stays reliable as reality changes.
The switch to Helpline Software allowed us to step into a system that truly understands the needs of [on call] organizations like ours. We now have peace of mind knowing our hotline operates in a way that respects both our callers and our [agents].
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
Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.