---
title: Live hotline
description: The live hotline allows for the submission of cases 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.
---
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# Live hotline
## The live hotline allows for the submission of cases 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 channels overview next to the automated hotline request (*Channels -\> Add -\> Live hotline*).
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 channels overview** in *Active* status in the FaceUp administration. There, you will find a unique phone number to call your live hotline ((you can copy the phone number using the icon on the right at the end of the line).
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 **case key** to continue follow-up via our website.
6. You will receive a **transcript of the call** in your FaceUp administration as a "new case" from the "live hotline" source. You can find it along with other cases in the **cases overview**. You will also be alerted by a notification.
7. You can start addressing the case and begin additional communication with the caller via messages in the case’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.**
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