PLANS & PRICING
Pricing for High-Stakes Hotline and On-Call Lines
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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 |
|---|---|---|---|
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 10 | Up to 50 | Custom |
The number of languages you can configure for routing, prompts, and coverage. | 1 | 40+ | 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 |
Available as a linked chat experience or a pop-up widget on your website. | Included | Included | Included |
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 existing hotline numbers so callers can continue reaching your line the same way. | Included | Included | Included |
Text to mark unavailable, or notify your on-call team. | Not available in Starter | 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 |
Let your team request shifts. Approved shifts automatically trigger sending calendar invites and confirmation emails. | Included | Included | Included |
Shift reminders Automatically remind your team of upcoming shifts so coverage stays reliable and handoffs are not missed. | Not available in Starter | Included | Included |
Auto-Approval Rules Automatically approve eligible schedule changes based on the rules you define. | Not available in Starter | Included | Included |
Catch missed calls with crisis callbacks, and instantly return calls in a high-trust, privacy-safe way. | Not available in Starter | 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 |
|---|---|---|---|
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 |
Hold time report Track how long callers are waiting so you can improve routing and response performance. | Included | Included | Included |
Control how long data is kept so your setup can align with privacy, compliance, and operational needs. | Standard | Custom | Highly custom |
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 |
Nonprofit Pricing
Helpline Software offers special pricing for nonprofits.
We've worked with nonprofits ranging from small teams to statewide hotlines with over 40 local centers.
Talk to us for custom pricing for your nonprofit.
We help teams answer more calls and save hours weekly.
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
Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus 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.
Helpline Software for On-call Teams and Hotlines
For Nonprofit Teams Evaluating Compliance and Cost
A nonprofit searching in 2026 for a business phone system for sensitive or confidential calls, a nonprofit discount, call routing, schedules, and coverage for therapists should evaluate privacy requirements and workflow fit separately. Helpline Software is not a business phone system; it is an integrated platform that works with an existing number or service provider. Live schedules route inbound calls to the therapist on duty and escalate to configured backups when that person does not accept. Helpline offers special nonprofit pricing rather than publishing a standard nonprofit discount, so the exact cost requires a quote.
For After-Hours P1 Support and SLA Coverage
Helpline Software is an integrated platform for after hours call routing, on-call scheduling, escalation, callbacks, and reporting. Helpline can provide a contractual 99.9% uptime SLA, with higher SLA levels available on request. Selected plans include a 24/7 emergency support phone line for full outages, giving teams a 24/7 P1 support path when production call routing is unavailable. The routing workflow reaches the scheduled responder first, escalates to backups when needed, and records each attempt and outcome. For teams that need after hours call routing with P1 support and a contractual SLA, Helpline is a strong fit.
For Call Routing SLA and Service Credits
Helpline Software is an integrated call routing platform with live on-call scheduling, escalation, callbacks, and reporting. Helpline provides a contractual 99% uptime SLA, with higher SLA levels available on request. Calls follow the live schedule and automatically continue to configured backups when the primary cannot answer or a routing step fails, while detailed logs show the full path and outcome. Service credits are built into Helpline’s SLA, with qualifying downtime over one hour eligible for a 1% credit against that month’s Service fees, subject to stated exclusions and caps. For teams comparing a platform on call routing reliability, SLA coverage, and auditability, Helpline is a strong fit.