Looking for the ultimate guide to call tracking? You’ve come to the right place. In modern customer support and sales operations, understanding every interaction point with prospects and clients is critical—and that’s where Helpwise shines. With seamless integration into your shared inbox, Helpwise makes it effortless to log, record, and analyze every call and SMS interaction. Ready to see how it works? Get your 7-day Free Trial on Helpwise Today.

Managing inbound and outbound calls without losing context can be a nightmare for busy teams. Whether you’re juggling multiple phone numbers, sifting through voicemails, or trying to track which sales rep followed up last, gaps in your communication funnel cost time and revenue. After researching dozens of solutions, I landed on Helpwise. With years in the market serving thousands of businesses worldwide, Helpwise offers reliable uptime, award-winning support, and a suite of features designed to supercharge your call tracking and team collaboration.

What is Helpwise?

Helpwise is a cloud-based communication platform that centralizes calls, SMS messages, and shared inboxes into one collaborative workspace. Built to streamline call tracking and customer engagement, Helpwise logs every interaction automatically, ensuring your entire team stays informed and aligned.

Helpwise Overview

Founded with the mission to simplify multichannel support, Helpwise launched in 2018 by a small group of customer service veterans. Their vision: to create a unified inbox where voice calls and text messages live alongside emails, chat transcripts, and social media queries.

Since then, Helpwise has grown rapidly—expanding its feature set, integrating with 100+ CRM and business tools, and serving over 5,000 teams worldwide. From bootstrapped startups to established enterprises, Helpwise adapts to evolving workflows and communication needs.

Pros and Cons

Pro: Automatic call logging and activity notes ensure no interaction slips through the cracks.

Pro: Click-to-call and click-to-text buttons in your shared inbox boost agent efficiency.

Pro: Call recordings and voicemails are stored centrally for easy review and coaching.

Pro: Detailed analytics and reporting dashboard let you measure campaign and agent performance.

Pro: Integrations with CRMs like Salesforce, HubSpot, and Pipedrive enable seamless contact sync.

Pro: Flexible voicemail drop and SMS campaign capabilities help you reach leads at scale.

Con: Advanced features like AI summarization and SLA rules are reserved for higher-tier plans.

Con: Mobile app lacks some customization options present in the desktop version.

Features

Helpwise offers a comprehensive suite of features designed around call tracking and team collaboration. Here’s how each capability can transform your support and sales workflows:

Shared Inbox Integration

Centralize all communication—calls, SMS, emails, and social media messages—into a single collaborative inbox. This ensures seamless handoffs and unified context.

Call and SMS Tracking

Every call made or received is automatically logged as an activity in your Helpwise shared inbox. SMS messages are tracked similarly, giving you a complete timeline of interactions.

Click-to-Call and Click-to-Text

Instantly place a call or send an SMS by clicking the phone number next to any contact in Helpwise. No need to switch apps or dial manually.

Voicemail and Recording Access

All inbound and outbound calls are recorded and stored securely. Listen to voicemails and recordings directly from the Helpwise dashboard to review agent performance or retrieve critical details.

Contact Sync

Sync contacts, leads, and company data from your CRM so that every call or SMS is automatically linked to the right record. Never waste time searching for contact details again.

Workflows and Analytics

Build automated workflows to trigger follow-up messages, assign new tickets, or escalate high-priority cases. Track key metrics—call volume, response times, campaign ROI—via an intuitive analytics dashboard.

Web, Desktop, and Mobile Apps

Whether you’re at your desk or on the go, Helpwise’s apps ensure you never miss a call or message. Receive inbound calls, place outbound calls, and send SMS—all from a consistent, user-friendly interface.

Native CRM Integrations

Integrate Helpwise with 100+ CRMs and business tools for automated call logging. This means every call activity is recorded in both Helpwise and your CRM, eliminating duplicate data entry and ensuring data accuracy.

Helpwise Pricing

Helpwise offers simple, transparent plans to fit teams of all sizes. Here’s a breakdown:

Standard

Price: $15/user/month

Ideal for small teams (2–10 users) looking to centralize email, chat, and basic call tracking.

• 3 Shared Inboxes
• 15 Saved Replies
• Email, Live Chat, Facebook
• Standard Analytics and Integrations

Premium

Price: $29/user/month

Perfect for growing teams (min. 2 users) that require call and WhatsApp channels plus advanced automation.

• 10 Shared Inboxes
• Unlimited Saved Replies
• 25 Automation Rules
• Chatbot, Calling, WhatsApp
• Advanced Analytics, CSAT, AI Assist

Advanced

Price: $49/user/month

Designed for large teams (min. 3 users) needing enterprise-grade features and priority support.

• 30 Shared Inboxes
• Unlimited Automation & SLA Rules
• Free Chatbot & Calling
• AI Auto-Prioritization, SSO, Custom Views

Helpwise Is Best For

Wondering if Helpwise fits your team? Here are the ideal use cases:

Small Teams

If you’re a tight-knit support squad handling email, chat, and occasional phone inquiries, the Standard plan brings essential call tracking and shared inbox features at an affordable price.

Growing Businesses

Expanding sales or support teams will appreciate Premium’s omnichannel approach—adding WhatsApp, chatbots, and advanced analytics to your toolkit.

Enterprises

Large organizations benefit from Advanced’s unlimited automation, SLA enforcement, AI prioritization, and dedicated support to maintain consistent SLAs across hundreds of agents.

Benefits of Using Helpwise

Choosing Helpwise delivers measurable advantages:

• Complete Visibility: Every call and SMS is recorded and logged, giving managers full insight into team performance.
• Faster Response Times: Click-to-call/text buttons and shared inboxes minimize context-switching, speeding up replies.
• Data-Driven Decisions: Analytics dashboards track campaign ROI, call durations, and agent productivity.
• Improved Collaboration: Shared notes, assignments, and activity feeds keep teams aligned on customer cases.
• Scalability: From a handful of agents to hundreds, plans and workflows grow with your business.

Customer Support

Helpwise prides itself on responsive, multi-channel support. You can reach the team via email, live chat, or phone—24/5. For urgent issues, Advanced plan users receive priority support to ensure minimal downtime.

In addition, Helpwise maintains an extensive knowledge base, video tutorials, and step-by-step guides right in the dashboard. Whether you’re setting up click-to-call buttons or customizing automation rules, you’ll find clear, up-to-date documentation.

External Reviews and Ratings

On platforms like G2 and Capterra, Helpwise consistently earns high marks for ease of use, feature depth, and affordability. Reviewers praise the intuitive shared inbox, reliable call recording, and fast customer service.

Some users note a learning curve around advanced automation setup and occasional mobile app limitations. However, Helpwise addresses this with frequent updates and new feature rollouts based on user feedback.

Educational Resources and Community

Helpwise offers a rich library of resources: an official blog covering best practices in call tracking and customer service, regular webinars on workflow optimization, and on-demand video tutorials. You can also join the Helpwise Slack community to swap tips with other users and share custom workflow recipes.

Advanced users can participate in quarterly user group calls, where product managers discuss the roadmap and gather feature requests. This collaborative environment ensures Helpwise evolves to meet real-world needs.

Conclusion

Effective call tracking is no longer optional—it’s a business imperative. By consolidating calls, SMS, and emails into one shared inbox, Helpwise removes manual logging, accelerates response times, and equips managers with the analytics they need. If you’re ready to transform your team’s communication workflow, Get your 7-day Free Trial on Helpwise Today and experience hassle-free call tracking firsthand.

Don’t let lost calls or fragmented conversations hold you back. Get your 7-day Free Trial on Helpwise Today and boost your team’s efficiency with robust call tracking tools.