Aselo Features

Connect with callers seamlessly through Aselo with flexible voice integration options that work with your existing setup. Our team can help you to set up a new dedicated helpline number, forward calls from your current provider, or integrate with your existing telecom provider via SIP routing. Aselo is browser-based, so no additional equipment is required.

Reach people where they are most comfortable communicating with integrated SMS texting that fits your helpline’s needs. We can help you to secure a new text-enabled number, obtain a memorable short code for easy recall, or integrate your existing helpline number to maintain consistency. Our SMS integration ensures every text message flows seamlessly into Aselo, giving counselors the same powerful tools regardless of how people choose to reach out for help.

Transform your website into a 24/7 gateway for crisis support with our secure, customizable webchat widget. Tailor the experience with intake questions that help route conversations effectively, comply with your consent requirements, and protect against spam with built-in security features. Most importantly, we prioritize caller safety with features like our "Quick Exit" button that instantly clears the conversation and redirects to a safe webpage—because we understand that privacy and safety are paramount for people seeking crisis support.

Meet people in crisis where they're already spending their time with native integrations across all major social media platforms. Your counselors can respond to direct messages on Facebook Messenger, WhatsApp, Telegram, LINE, and Instagram from one unified interface—no more juggling multiple tabs or learning different platforms. This streamlined approach means faster response times, consistent service quality, and a better experience for both your team and the people reaching out for help when they need it most.

Guide service users to the right support before they connect with a counselor through tailored pre-screening. Our chatbot and form intake systems help to identify crisis severity, preferred language, demographic information, and specific needs to ensure optimal routing. This reduces wait times for urgent cases while gathering essential context that helps counselors provide more effective support from the first moment of contact.

Protect your counselors and maintain service quality with identification and flagging systems. Detect and manage repeat service users, block out of geography contacts, escalate inappropriate contacts, or flag potentially harmful situations through client profiles. These tools help create a safer environment for both counselors and genuine users seeking help.

Ensure the right counselor handles each crisis with automated routing based on caller needs and counselor expertise. Our system can prioritize high-risk situations while matching callers with counselors who have the specific skills, language abilities, or specialized training for their situation. This targeted approach improves service user outcomes while maximizing your team's effectiveness.

Empower your helpline’s supervisors to protect counselors and maintain service quality with our switchboarding feature. With one-click activation, supervisors can intercept and triage all incoming calls, screening out inappropriate contacts while ensuring genuine crisis calls reach the right counselors immediately. This tool helps to reduce counselor stress and prevents service misuse without disrupting normal operations—when switchboarding is deactivated, everything returns to standard routing automatically.

Move service users between counselors, escalate to managers, or conference in external partner organizations without losing critical context or caller information. Transfers preserve all case notes and data collected, ensuring continuity of care even when specialized expertise is needed.

Maintain comprehensive records histories that capture every single interaction with your helpline. Every call, chat, and text is automatically documented with timestamps, duration, transcripts/records, and conversation details to ensure no critical information is lost. These records help counselors understand caller patterns and provide more personalized support over time. Our offline record feature also allows you to capture key data from interactions that take place outside of Aselo, such as at walk-in centers or over email.

For higher-touch or high-risk service users, case management tools allow you to capture details like risk assessments or incident details that can be shared with external agencies or emergency services. Track client progress and set follow-up dates to support ongoing crisis intervention.

Quickly locate service user history including case details and transcript/recordings with powerful search capabilities across all platform data. Find previous interactions by name, phone number, or any other keywords to provide informed support and identify patterns. We know that rapid access to information is crucial during your active crisis situations.

Does your helpline have multi-lingual staff? Support counselors to use Aselo in their chosen preferred operating language. We make it easy to replace any terminology or language in Aselo to be specific to your operating contexts.

Support your counselors with contextual guidance and resource links directly within their contact data forms. counselors can easily access your helpline’s protocols, assessment questions, or resource details without interrupting the conversation flow. This just-in-time support is especially valuable for new counselors or when handling unfamiliar crisis types.

Do you manage a database of resource referrals for local and specialized support? We can integrate your resource database into Aselo so your counselors have the ability to search for resources by topic, location, or keywords directly within Aselo.

Maintain your helpline’s consistency and support your counselors’ efficiency by selecting pre-written responses for common situations - like standard greetings, privacy statements, and follow-up checks. counselors can also further personalize and edit these messages as needed.

Save your counselors time and effort after each conversation by automatically generating detailed summaries using a private, secure AI model. counselors can capture a conversation’s key points, risk levels, and action items without added mental and emotional burden. This allows counselors to focus on the person in crisis, while still documenting interactions thoroughly.

Give supervisors the oversight they need to ensure quality care and counselor safety with discreet real-time monitoring capabilities. Supervisors can listen in on voice calls or observe chat conversations as they happen, enabling immediate intervention for high-risk situations and real-time coaching for new counselors. Perfect for quality assurance, training opportunities, and ensuring compliance with safety protocols—all without disrupting the natural flow of crisis conversations.

Track caller wait times, abandonment rates, and service metrics to optimize operations continuously. Supervisors can use live statistics to make immediate staffing adjustments to ensure coverage and timely response. These metrics are essential for maintaining your rapid response times that crisis callers need.

Track your team’s real-time floor activity with dashboards that show counselor activity and counselor skill assignments. Supervisors can monitor your floor activity, manually override counselor availability, and easily adjust counselor skills and queue assignments to respond to real-time helpline needs.

Maintain service excellence with built-in quality assurance tools and performance evaluation capabilities. Supervisors can customize assessment rubrics and feedback mechanisms to pinpoint your training needs, identify opportunities for counselor upskilling, and recognize outstanding work by your counselors.

Monitor your key performance indicators with comprehensive reports on call volumes, response times, and engagement rates. Pre-built reports provide valuable insights into operational efficiency, staffing effectiveness, and service quality trends over time. These operational metrics help helpline leaders make data-driven decisions about resource allocation and give insight into counselor performance.

Create tailored reports to understand who uses your helpline. Flexible reporting tools allow your helpline to track unique demographic trends, funder requirements, or intervention outcomes that matter most to your mission. This customization ensures you can demonstrate impact in the ways that matter to your stakeholders.

Gather feedback from your service users through automated follow-up surveys on satisfaction and outcomes - without compromising anonymity. Post-interaction surveys help identify areas for improvement while providing evidence of positive impact for funding and quality improvement purposes.

Does your helpline run your own data warehouse and reporting systems? Aselo offers secure data exports that integrate with your own data and BI systems Maintain your strict privacy protections while accessing all data captured within Aselo. Alternatively, pre-built reports can also be accessed via API integration.

Does your helpline partner with the Internet Watch Foundation? Aselo allows your counselors to easily report Child Sexual Abuse Material (CSAM) to your local IWF portal with just a few clicks. This streamlines your counselors’ work while following proper and secure channels for reporting illegal material.

Does your helpline dispatch mobile responders for crisis support in the field? Aselo integrates with Beacon, a dispatching platform for emergency services and crisis response organizations. Sync data between Aselo and Beacon to ensure call center and mobile dispatch stay synchronized.

Does your helpline manage schedules and workforce adherence in a separate system? Aselo supports integrations with Calabrio ONE, Puzzel, and Alvaria workforce management systems to systematically pass all necessary counselor activity and call/chat volume data and power your intelligent workforce management tools.

Does your helpline need to share data with an external agency? Generate case PDF documents that can be shared with healthcare providers, social services, or other support organizations with proper consent. This capability supports care coordination across multiple service providers.

Protect user privacy with Aselo’s advanced data anonymization features, built to manage sensitive PII (personally identifiable information). Ensure that people in crisis can access your helpline without privacy concerns, while still allowing flexibility for service continuity and follow-up care when appropriate. This protection is fundamental to building trust with vulnerable populations.

Safeguard your data integrity using Aselo’s comprehensive security logs. Comply with your country’s data regulations with Aselo’s audit trails, easily visible to track system access and data modifications.

Comply with your local data protection laws with Aselo’s regional data storage options that keep your information within the required jurisdiction. Regional storage ensures compliance especially on sensitive personal information without compromising service delivery or quality.

Control access to your system with Aselo’s granular permissions. Ensure that your staff only see relevant information for their role and responsibilities. Aselo’s sophisticated access controls protect service user privacy while enabling your team to share information when appropriate for case management and supervision. Our security model balances your operational needs with strict confidentiality requirements.

Set data retention policies to align with legal requirements, organizational policies while supporting ongoing care needs. Flexible retention settings allow helplines to balance privacy protection with clinical continuity.