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Live Hotline

The live hotline allows for the submission of reports by calling a unique phone number allocated to your company account. Compared to an automated hotline, a live hotline provides emotional support, ease of use, and a real person on the other end, ensuring a consistent and professional approach to reporting.

How does the live hotline work?

  1. Request a live hotline using the form that can be accessed on the reporting channel overview next to the automated hotline request (Reporting channels -> Add -> Live Hotline). Snímek obrazovky 2024-08-05 v 13.20.40
  2. The request is sent to our customer care team, which then coordinates with our trusted third-party provider - AnswerNet to set up and activate the live hotline.
  3. Once the live hotline is ready, it will appear on the reporting channel overview in the FaceUp administration. There, you will find a unique phone number to call your live hotline.
  4. When someone calls this line, AnswerNet's agent takes the call and follows a predefined script of questions. This script ensures a consistent and professional approach to each call on the live hotline.
  5. The agent provides the caller with a report key to continue follow-up via our website.
  6. You will receive a transcript of the call in your FaceUp administration as a "new report" from the "live hotline" source. You can find it along with other reports in the reports overview. You will also be alerted by a notification.Snímek obrazovky 2024-08-05 v 13.27.16
  7. You can start addressing the report and begin additional communication with the caller via messages in the report’s detail.

What are the language options for the live hotline?

AnswerNet provides in-house support for English, Spanish, and French-speaking callers. Employees speaking these languages will be directly connected to a representative who speaks their language. For other languages, a third-party translator will assist in the call, ensuring effective communication with the employee. (The complete language offer can be seen directly in the live hotline request form.)

What are the costs of the live hotline?

The live hotline is not included in the plan price and is charged separately. The pricing consists of three components: a one-time setup fee, an annual package with minutes, and an annual fee for a phone number. The price also varies depending on whether the hotline is single- or multilingual and which particular languages you need. We can prepare a specific pricing offer for you upon request according to your needs.