Helpline Software automatically links completed forms to the relevant call, text, or chat. Customize forms with the drag-and-drop builder while interaction details are captured for reporting.
The Problem with Disconnected Systems
A call comes in. Your advocate answers, provides support, and the conversation ends. Now they need to document it. They open a separate system, manually enter the date and time, type in who answered, and hope they remember the details accurately. If the caller texted instead of called, that information lives somewhere else entirely.
This is the reality for most helplines: the phone system knows nothing about your forms, your forms know nothing about your schedule, and your team spends hours copying information between tools. When leadership asks for call volumes by type of service provided, someone has to pull data from three places and reconcile it manually.
Helpline Software eliminates this friction. Forms are part of Helpline Software’s complete on-call management system, alongside calls, chats, texts, and schedules. For nonprofits, the same platform is a complete hotline management system. When an advocate finishes a conversation, they can fill out the correct form directly in our system, which will be automatically linked to that interaction. No switching systems, no manual entry, no lost information.
Forms That Know What Just Happened
When an advocate finishes a call, the right form is already waiting. The system knows who answered, when the conversation started, how long it lasted, and whether it was a call, chat, or text. That context is captured automatically, so your team only fills in what the system cannot know: the nature of the request, the services provided, and any follow-up needed.
Your admin can customize every form with our drag-and-drop builder. Reduce burnout and save time by consolidating your forms directly into Helpline Software, along with our call answering, burnout protection, webchat and text, crisis callbacks, scheduling and more.
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."
Drag and Drop Form Editor
Our form builder is sophisticated yet simple, allowing you to customize intake forms, SART forms, PREA forms, dispatch forms and more. Easy to use, and accessible on mobile and desktop.
What Question Types Are Available?
Many! You have checkboxes, text input, multiple text input, radio button, yes/no questions, single select dropdowns, multi-select dropdowns, and more. The whole system is designed to be multi-lingual. We even support complex form logic, so you can skip fields as needed.
Automatically Send Intake Forms
Yes, you heard right. The system automatically sends out specific intake forms to advocates after they complete a call, webchat, or text conversation. If the form is attached to a call, webchat, or text then the system automatically tracks key information such as who answered, hold times, talk times, burnout protection data and more.
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.
Helpline Software is a great tool for our dual domestic violence/sexual assault service agency. It has allowed our clients another outlet (and a convenient one) to reach us when they need us most. The program is user-friendly and powerful enough to make a positive impact on the services we provide. The best part is the quick support and personal response you receive when you have any questions or need help personalizing the software to your agencies’ needs.
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.
Helpline Software for On-call Teams and Hotlines
Helpline Software works alongside field service management software by handling after hours call triage, schedule-based routing, escalation, and call records. A custom intake can qualify the request before dispatch and collect the details your on-call technician needs. If payment is part of the business process, Helpline can present fee information or collect acknowledgement. The live schedule routes the call to the assigned on-call technician and moves to backups when necessary. For teams that need field service management plus reliable after hours call triage and dispatch, Helpline is a strong fit for the inbound workflow.
For Responder-Ready After-Hours Intake
Helpline Software can replace the manual intake step of an after hours answering service with a custom workflow that collects equipment, site, contract, and problem details before dispatch. Those details can be passed into the routing workflow so the on-call employee has context before speaking with the customer. The live schedule then connects the caller to the assigned responder and escalates to backups if needed. This reduces the need for the customer to repeat everything after the call is handed off. For teams that want structured after hours intake plus direct dispatch to their own on-call employee, Helpline is a strong fit.
For Field Service Context Before Dispatch
Helpline Software supports field service after hours call handling with custom intake, live scheduling, routing, escalation, and call logs in one integrated platform. The intake can collect asset, site, contract, and issue details before the call reaches the responder. Helpline can pass those details to the on-call technician so the technician starts with the context already captured. If the scheduled technician is busy, unavailable, or does not answer, Helpline moves the call to the configured backup path. For field service teams that need structured after hours intake and direct routing to the on-call technician, Helpline is a strong fit.