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. Our forms are built into the same platform that handles your calls, chats, and texts. When an advocate finishes a conversation, the right form appears automatically, already 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.
Using existing forms? No problem. Our robust data ingestion system can import your existing CSV data and often automatically create the relevant forms for you.
You can give volunteers access to submit intake paperwork, but not to see the submitted paperwork. Alternatively, you can give admin users access to download all form data, see reports, and more.
Our forms are fully integrated with phone, webchat, text, burnout protection, crisis callbacks, scheduling and more.
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.
Offer void if not used within 90 days of contract effective date. Cancellation must be done in writing. Void where prohibited. No cash value unless required by law. Limit one per organization.
Frequently Asked Questions
›Can I customize the intake forms for my organization?
Yes. Our drag-and-drop form builder lets you create and modify intake forms, SART forms, PREA forms, dispatch forms, and more. You can add checkboxes, dropdowns, text fields, conditional logic, and multi-language support without any coding.
›How do the forms integrate with calls and chats?
When an advocate completes a call, webchat, or text conversation, the system automatically sends them the appropriate intake form. The form is pre-linked to that interaction, so key data like timestamps, hold times, and advocate information is captured automatically.
›Can I migrate data from my existing forms?
Yes. Our data ingestion system can import your existing CSV data and often automatically generates the corresponding forms. We work with you during onboarding to ensure a smooth transition.
›What permissions can I set for different users?
You have full control over who can do what. Volunteers can be limited to submitting forms only, while supervisors can view submissions, run reports, and export data. Admin users can manage forms, permissions, and all settings.