Helpline Software Plans and Pricing

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 Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
Concierge onboarding and customization with an on-call expert We understand your needs, advise on best practices, configure schedules, routing, and workflows to match how your line actually runs, and launch with you.	Included	Included	Included
Free testing period before go-live Validate your setup before launch so your team can test workflows and confirm everything is working as expected.	Up to 30 days	Up to 30 days	Custom
Post-launch check-in meeting We check in on your top goals after launch, ask whether you met those objectives, answer questions, and make sure your team is set up for success.	Included	Included	Included
150% Money Back 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.	Standard	Standard	Custom
Customization level Choose the level of tailoring you need for workflows, routing logic, reporting, and safeguards.	Limited	Custom	Highly customized
Support Get the level of help that fits how your team runs and how much responsiveness you need.	Email support ticket	Support tickets + 24/7 outage on-call	Custom

Limits and channels

Feature	Starter Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
Schedules Separate schedules for teams, programs, or coverage rules.	Up to 2	Up to 15	Custom
Accounts The number of user accounts you can set up for staff, supervisors, volunteers, or other team members.	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
Live Website Chat Available as a linked chat experience or a pop-up widget on your website.	Included	Included	Included
Text Allow people to text your public phone number(s) to be connected with your on-call personnel.	Add on	Add on	Add on

Scheduling, routing, and escalation

Feature	Starter Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
Keep your hotline number(s) Keep your existing hotline numbers so callers can continue reaching your line the same way.	Included	Included	Included
Dispatch for on-call teams Text to mark unavailable, or notify your on-call team.	Included	Included	Included
Instant schedule changes Any schedule change you make instantly affects the very next live call, web chat, text, or crisis callback.	Included	Included	Included
Shift requests and approval Let your team request shifts. Approved shifts automatically trigger sending calendar invites and confirmation emails.	Included	Included	Included
Auto-approval options Automatically approve eligible schedule changes based on the rules you define.	Included	Included	Included
Route to crisis callbacks Catch missed calls with crisis callbacks, and instantly return calls in a high-trust, privacy-safe way.	Standard	Custom callback escalations	Custom callback escalations

Call handling and safeguards

Feature	Starter Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
Context before call Show the right details before someone answers so they can respond with the right context.	Basic customization	Standard Customizations	Custom
Configure enough time to answer Set how long a call should ring before it moves to the next step in your workflow.	Included	Included	Included
Out of reception detection Attempt to detect when someone is unreachable due to a reception issue, flag that in the realtime dashboards, and move to the next backup faster.	Included	Included	Included
Missed call protection Reduce the chance that a call gets dropped without a defined next step or follow-up path.	Included	Included	Included
Voicemail Capture messages when a live answer is not available and route them into the right workflow.	Included	Included	Included

Team safeguards

Feature	Starter Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
Burnout protection Build safeguards that reduce overload and help spread demanding coverage more sustainably.	Included	Included	Included
Caller blocking Block repeat abusive or unsafe callers with controls that match your policies.	Custom Expiration	Custom Expiration	Custom
Caller limits Set limits on repeated contact and define what should happen when those limits are reached.	Not available in Starter	With Custom Message or Guided Meditations	Custom

Reporting and data handling

Feature	Starter Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
Shift hours reports See coverage hours by person, team, or schedule so you can review workload and staffing patterns.	Included	Included	Included
Realtime call, chat, and text reports Monitor live activity across channels so supervisors can spot issues and respond quickly.	Included	Included	Included
Busiest times report Identify when demand peaks so you can staff more confidently and reduce gaps in coverage.	Included	Included	Included
Hold time report Track how long callers are waiting so you can improve routing and response performance.	Included	Included	Included
Data retention policies Control how long data is kept so your setup can align with privacy, compliance, and operational needs.	Standard	Custom	Highly custom
Anonymity support Support anonymous workflows while preserving the safeguards and reporting your line still needs.	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 Best for New Lines	Established Best for Established Lines	Enterprise Best for Complex Lines
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.

Resilience Center of Franklin County — Administrative Manager
RCFC
Gabi Sanchez

Executive Director
Monterey County Rape Crisis Center
Lauren DaSilva

"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]."

Director of Advocacy & Education

Lutheran Community Services Northwest

Roshelle Cleland

"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."

Executive Director

The Wichita Area Sexual Assault Center

Mary Stolz

Assistant Director of Programs
WestCOP
Clarissa Espinoza

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

Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.

Available when included in your signed agreement. Claims must be made within 90 days of the contract effective date. In rare cases, the guarantee may not be included in your agreement. For example, in agreements that involve fraud risk or use cases outside the scope of our standard agreements. Cancellation requests must be submitted in writing. Void where prohibited. No cash value unless required by law. This offer may be redeemed once per organization.

Our track record

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.

1 Platform

Scheduling, routing, and reporting stay connected

Fallbacks

Escalation behavior is defined once and executes consistently

No Drift

Schedule changes update routing automatically

Audit Trail

See who was tried, when, and why the call moved on

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Pricing for High-Stakes Hotline and On-Call Lines