Compare all features
All plans include the core platform: scheduling, routing, chat, workflows, and reporting. The difference is how much customization you need, how far you need escalations to go, and what your procurement and compliance requirements look like.
Getting started
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
Concierge onboarding with a Hotline Expert We help configure schedules, routing, and workflows to match how your line actually runs. | Included | Included | Included |
Peace of Mind Guarantee Terms are confirmed during onboarding, based on the requirements we agree on together. | Included | Included | Included |
Agreement and procurement process Choose the level of review and paperwork that fits how your organization buys software. | Redlines not supported in Starter | Redlines not supported in Established | Procurement Process |
Customization level | Limited | Custom | Highly customized |
Support | Email support ticket | Support tickets + 24/7 outage on-call | Custom |
Limits and channels
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
Separate schedules for teams, programs, or coverage rules. | Up to 2 | Up to 15 | Custom |
Accounts | Up to 50 | Up to 300 | Custom |
Backups The number of layers of backups that can be called if the primary is not available, on another call, or on a call-out. | 1 | Up to 10 | Custom |
Built-in chat so your team can coordinate without switching tools. | Included | Included | Included |
| Included | Included | Included |
Scheduling, routing, and escalation
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
| Included | Included | Included | |
Text to mark unavailable, or notify your on-call team. | Included | Included | Included |
Instant schedule changes | Included | Included | Included |
| Included | Included | Included | |
Auto-approval options | Included | Included | Included |
Define what happens when a callback request is not handled in time. | Standard | Custom callback escalations | Custom callback escalations |
Call handling and safeguards
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
Context before call | Basic customization | Standard Customizations | Custom |
Configure enough time to answer | Included | Included | Included |
Out of reception detection | Included | Included | Included |
Missed call protection | Included | Included | Included |
Voicemail | Included | Included | Included |
Team safeguards
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
| Included | Included | Included | |
Caller blocking | Custom Expiration | Custom Expiration | Custom |
Caller limits | Not available in Starter | With Custom Message or Guided Meditations | Custom |
Reporting and data handling
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
Shift hours reports | Included | Included | Included |
Realtime call, chat, and text reports | Included | Included | Included |
Busiest times report | Included | Included | Included |
Hold time report | Included | Included | Included |
| Standard | Custom | Highly custom | |
| Standard options | Standard options | Full support | |
State and nationwide hotline features Geographic routing features for multi-region coverage (statewide and nationwide programs). | Not included in Starter | Not included in Established | Included |
Add-ons
| Feature | Starter New lines | Established Mid-size lines | Enterprise High compliance |
|---|---|---|---|
Outage protection Additional safeguards and runbooks for keeping coverage stable when upstream dependencies have issues. | Add on | Add on | Custom |
Custom feature development Offered as an add-on for enterprise use cases that require engineering and design review. | Not available in Starter | Not available in Established | Add on |
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."
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.
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.
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.
Talk to a human (who’s done this before)
Bring your weird edge cases. We’ll map schedules, account limits, escalation logic, and any other constraints.