This product is a distributed application built and maintained by Westlinks Online to manage inbound helpline call routing for organizations that rely on scheduled staff coverage. The platform is designed to ensure inbound calls are answered promptly by on-duty agents, reduce missed calls, and provide managers with clear operational visibility into helpline activity. We stand behind our products and provide ongoing maintenance, support, and iterative improvements based on real-world usage.
What is it?
The core function of Helpline Manager is to route incoming calls to scheduled agents. The platform uses digital voice technology
What does it do?
The core function of the application is to route incoming phone calls to your staff.
Each of your staff members has a user account with the "agent" role
Staff profile includes availability settings by day and hours per day
A set of shifts is configured. A shift is a span of time on one or more days of the week (e.g. M-F 8:00 AM to Noon)
Agents can request shifts which are subsequently approved or declined by managers
Managers can also assign agents to shifts
While the agent is on call, all inbound phone calls are routed to the phone number in the agent profile.
If multiple staff is on the schedule at the same time, multiple calls role from one agent to the next based on priorities.
If an inbound call is not picked up, it routes to voicemail where the caller can leave a 30 second recording. The recording is transcribed into text and emailed to managers and to staff on duty at the time
Starting 24 hours prior to a shift, the system sends a confirmation request to the agent notifying them of their upcoming shift. If they miss the call, it will keep calling every hour until acknowledged.
Phone calls are logged and posted to the system for analysis by managers. The logs are viewable for an entire day, by shift or by agent.
Who is it for?
The Westlinks Helpline Manager Application can be used by any organization who receives inbound phone calls. Some obvious uses are:
Nonprofit Helplines (Suicide, depression, sobriety, etc)
Virtual companies with no physical office
Online sales companies
Online support departments
Property management companies
And many more
We handle the technical complexity so you can focus on your event. Here's how we get you up and running:
We discuss your event needs, timeline, and specific requirements to ensure the platform is configured correctly.
We set up your dedicated infrastructure, configure all integrations, and prepare the platform for your specific use case.
If applicable, we configure your custom domain, SSL certificates, and ensure secure connectivity.
If applicable, we import your existing data, configure custom design elements, and prepare your content.
We train your team on platform operations and work through a comprehensive go-live checklist.
Dedicated support during your initial live period to ensure smooth operations and address any questions.
Standard Setup Included: Standard onboarding covers the steps outlined above. If your onboarding requires unusual data cleanup, extensive migration work, or custom configuration beyond standard setup, we'll provide a detailed quote in advance.
Our pricing reflects the complete operational support package, not just software licensing. Here's what's included:
Complete infrastructure provisioning, integration configuration, training, and go-live support.
Dedicated VPS infrastructure, automated backups, monitoring, SSL management, and standard operational support.
Enhanced monitoring, increased support availability, and operational readiness during your critical event periods (when applicable).
Processing fees will apply when handling registrations and payments. Covers payment gateway integration and compliance requirements.
POS equipment including card readers and scanners available for qualifying events, with logistics support included.
All pricing includes comprehensive operational infrastructure:
Join companies already using Helpline Manager to transform their operations.
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