Freedom251 › On-Call Scheduling Software
Helpline Software
What Helpline Software is
Helpline Software connects scheduling, inbound contacts, routing and reporting for organizations that run high-stakes lines. It is designed for nonprofits operating crisis lines and helplines, as well as for-profit teams handling rotating on-call coverage and priority support workflows. Calls follow the live schedule, with automatic escalation to configured backups if a responder does not answer. Teams can assign shifts, let staff pick them up, and edit schedules using drag-and-drop controls. Phone calls, live website chat, texts and callback requests can be handled in one on-call workflow. Custom intake forms collect caller or contact details; reports cover call volume, answered and missed calls, hold times, staffing and talk time. Stored data is encrypted in transit and at rest, and role-based permissions can limit access to personal information. The service routes calls to the customer’s scheduled team rather than supplying outsourced operators. It is web-based, with paid plans and pricing on request. Starter and Established include up to 30 days of testing before go-live; Enterprise has a custom testing period. Texting is an add-on on every plan.
Who it suits
It suits nonprofits running crisis lines or helplines, and for-profit teams coordinating rotating on-call support. Organizations should be prepared to route contacts to their own scheduled staff.
What it does well
- Routes calls using live on-call schedules.
- Escalates unanswered calls to configured backups.
- Supports calls, chat, texts and callback requests.
- Reports on calls, hold times and staffing.
What to know first
- Pricing is available on request.
- Texting is an add-on across all plans.
- Starter lacks dispatch, shift reminders and auto-approval rules.
Limits
Starter includes up to 30 days of testing before go-live and is limited to 2 schedules, 10 accounts, 1 language, and 1 backup. It excludes dispatch for on-call teams, shift reminders, and auto-approval rules; texting is an add-on. Established includes up to 30 days of testing, while Enterprise has a custom testing period.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Starter | 2 schedules · 10 accounts · 1 language · 1 backup · text add-on · email ticket support | On request |
| Established | 15 schedules · 50 accounts · 40+ languages · up to 10 backups · text add-on · 24/7 outage on-call support | On request |
| Enterprise | Custom schedules, accounts, and languages · custom support and configuration · text add-on | On request |
As helplinesoftware.com lists them, read 8 Oct 2026. The maker's own page has the final word.
Getting started
- Visit the Helpline Software website.
- Choose a plan and request pricing.
- Arrange concierge onboarding and configuration.
- Use the web platform to configure schedules and workflows.
- Use the included testing period before go-live where offered.
Verdict
Helpline Software combines on-call scheduling with inbound routing, escalation and reporting. It does not provide outsourced operators, so the customer’s own team handles routed contacts.
Questions
How much does Helpline Software cost?
Pricing is available on request. The product offers a 30-day trial.
Is there a free plan?
No. Helpline Software is paid; texting is an add-on across all three plans.
Which platforms does it support?
The listed platform is web.
Does Helpline provide call operators?
No. It routes calls directly to the customer's own scheduled team members.
What plans are available?
Starter includes 2 schedules, 10 accounts, 1 language, and 1 backup. Established includes 15 schedules, 50 accounts, 40+ languages, and up to 10 backups; Enterprise offers custom schedules, accounts, languages, support, and configuration.
What support is included?
Starter has email ticket support. Established includes 24/7 on-call support for a complete outage, and Enterprise has custom support and configuration.
Facts from Helpline Software's own pages
- 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, 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, 8 Oct 2026
- Communication channels
- The platform supports phone calls, live website chat, texts, and callback requests in one on-call workflow. · helplinesoftware.com, 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, 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, 8 Oct 2026
- Headquarters
- San Francisco, California, United States · helplinesoftware.com, 28 Sept 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, 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, 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, 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, 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, 8 Oct 2026
- Product
- Helpline Software connects schedules, inbound workflows, reporting, and safeguards for organizations running high-stakes inbound lines. · helplinesoftware.com, 8 Oct 2026
- Scheduling
- Teams can assign shifts, let staff pick up shifts, and edit shifts with drag-and-drop controls. · helplinesoftware.com, 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, 8 Oct 2026
Where Helpline Software stands on Freedom251
- On-Call Scheduling Software#20 of 25