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- Helpline Software
On the recordRead 8 Oct 202614 facts
Helpline Software
San Francisco, California, United States
Plans and prices
Enterprise
Priced on request
Custom schedules, accounts, and languages · custom support and configuration · text add-on
Read 8 Oct 2026 · helplinesoftware.com
Established
Priced on request
15 schedules · 50 accounts · 40+ languages · up to 10 backups
Read 8 Oct 2026 · helplinesoftware.com
Starter
Priced on request
2 schedules · 10 accounts · 1 language · 1 backup
Read 8 Oct 2026 · helplinesoftware.com
On the record
- Business model
- Helpline Software says it does not provide outsourced operators and routes calls directly to the customer's own scheduled team members.helplinesoftware.com · read 8 Oct 2026
- Call routing
- Calls are routed according to the live on-call schedule, with automatic escalation to configured backups when a responder does not answer.helplinesoftware.com · read 8 Oct 2026
- Communication channels
- The platform supports phone calls, live website chat, texts, and callback requests in one on-call workflow.helplinesoftware.com · read 8 Oct 2026
- Forms and reporting
- Custom intake forms capture caller or contact data, while reports include call volume, answered and missed calls, hold times, staffing, and talk time.helplinesoftware.com · read 8 Oct 2026
- Free testing
- Starter and Established include up to 30 days of testing before go-live, while Enterprise offers a custom testing period.helplinesoftware.com · read 8 Oct 2026
- Infrastructure and reliability
- The maker says the service runs on Google Cloud, uses redundant endpoints and automatic recovery, and can retry backup endpoints up to five times.helplinesoftware.com · read 8 Oct 2026
- Integrations
- The pricing page describes integrations as part of concierge onboarding configuration, but does not name specific third-party integrations.helplinesoftware.com · read 8 Oct 2026
- Intended users
- The product is built for nonprofits running crisis lines and helplines, and for-profit teams managing rotating on-call coverage and priority support workflows.helplinesoftware.com · read 8 Oct 2026
- Plan limits
- Texting is an add-on in all three plans, while Starter does not include dispatch for on-call teams, shift reminders, or auto-approval rules.helplinesoftware.com · read 8 Oct 2026
- Privacy and security
- Stored data is encrypted in transit and at rest, and role-based permissions can limit access to personal information.helplinesoftware.com · read 8 Oct 2026
- Product
- Helpline Software connects schedules, inbound workflows, reporting, and safeguards for organizations running high-stakes inbound lines.helplinesoftware.com · read 8 Oct 2026
- Scheduling
- Teams can assign shifts, let staff pick up shifts, and edit shifts with drag-and-drop controls.helplinesoftware.com · read 8 Oct 2026
- Support
- The maker provides concierge onboarding, and plans that include complete-outage protection have a dedicated urgent path with 24/7 support for a complete outage.helplinesoftware.com · read 8 Oct 2026
