How Hotline works, what customers and operators see, pricing, and privacy. If something isn't covered here, email us at Connect@HotlineTXT.com.
Hotline is an SMS-based alert system for small business operators. Customers text a number or scan a QR code to report issues. Every message is read, classified by urgency, and you get a text alert when something actually needs your attention. You manage everything by text. No app, no dashboard.
Sign up at hotlinetxt.com/signup. You'll get a print-ready PDF and a plain QR image texted to you within minutes. Display your Hotline, and the service starts working. The whole process takes under five minutes.
No. Everything runs through SMS. Customers text in, the message is processed and you get a text alert. You reply by text. Nothing to install on your end or theirs.
Customers text a dedicated Hotline number. Your QR code and sign include that number pre-formatted, so customers just scan and send. The number is shared infrastructure, not your personal cell.
Every incoming message is classified by an AI into one of four tiers based on urgency. You only get alerted for Tier 1 (emergencies) and Tier 2 (operational issues). Lower-tier messages are logged but don't interrupt you unless you've turned on broader alerts.
Operators who use Hotline are usually surprised by how quiet it is. Most days you'll get nothing. When something comes in, it's almost always real and actionable. There is also built-in rate limiting so a single frustrated customer can't flood you with alerts.
They get an automatic reply confirming their message was received. The tone varies by tier. An emergency gets a response telling them to call 911. A complaint gets an empathetic acknowledgment. A compliment gets a warm thank you. Customers never see your personal number or any of your internal alert traffic.
Yes. During signup, add a second phone number for a partner, manager, or site owner. Both numbers get identical alerts and can use the same REPLY, PAUSE, MENU commands. This is optional—many operators run solo. If you want to add a second number after signup, just email Connect@HotlineTXT.com.
Yes. Text PAUSE to stop all non-emergency alerts until you're ready. Text RESUME to turn them back on. Tier 1 emergencies always come through regardless.
Yes. Text REPLY after receiving an alert. The system enters reply mode — type your message and it goes to the customer from the Hotline number. They never see your personal cell. Text CLOSE when you're done or let it time out after 15 minutes.
Yes. Tier 3 (customer complaints) and Tier 4 (feedback/compliments) don't interrupt you by SMS—they're logged. You can opt into a daily or weekly email digest that summarizes them all at once. Just text DIGEST DAILY or DIGEST WEEKLY to activate. Text DIGEST OFF to stop. Tier 1 and Tier 2 alerts always come through SMS immediately, regardless of digest setting.
$19.99 per month after your free pilot. No setup fees, no contracts, cancel anytime by texting or emailing us.
Yes, 14 days. No credit card required to start. You get full access to everything during the pilot.
You'll get a text reminder the day before it expires. If you don't subscribe, alerts pause. Customer messages still come in and are logged, but you stop receiving notifications until you reactivate. Nothing is deleted.
Each location needs its own Hotline account and QR code so messages route to the right place. Contact us at Connect@HotlineTXT.com if you're setting up multiple locations and we'll get you sorted.
If a customer texts the Hotline number directly without a QR code scan, the message includes a business code that routes it correctly. If there's no code and no recent session, they'll get a prompt to scan the QR. Messages without a valid business code aren't forwarded to any operator.
No. Every message goes through the Hotline number, not your personal phone. The business operator sees the message content and when it came in. They do not see your phone number, your name, or any identifying information. As far as the operator knows, an anonymous customer sent a message through Hotline.
No. Your message travels through the Hotline system number, not directly from your phone to theirs. The operator's alert shows the message text and timestamp only. Your personal number is never displayed to the business, not in the alert, not in any reply thread, not anywhere in their interface.
No. The operator has no way to contact you outside of Hotline unless you choose to share your information in the message itself. If the operator replies using the REPLY command, that message comes back to you through the Hotline number, keeping both sides anonymous throughout the conversation.
Any alert recipients the operator has added, such as a manager or business partner, will receive the same alert text. None of them see your phone number. Messages are stored in Hotline's system for logging. They are not shared with third parties or used for marketing.
Never. All customer-facing messages, including auto-replies and any replies you send using the REPLY command, go out from the Hotline number. Customers see Hotline as the sender at all times. Your personal cell is not involved in any part of the customer-facing flow.
Your alerts come from the Hotline system number. Save it as "Hotline Alerts" in your contacts so you recognize it. That same number is the one customers text in to, and the one your replies go out from. Everything runs through one shared number, which is what keeps both sides private.
If a customer replies to their auto-response, that message routes back to you through Hotline. It does not create a direct SMS thread between their phone and yours. The conversation stays inside the Hotline system on both ends. Neither party ever has direct access to the other's personal number.
No. Your business name, phone number, and incoming message data are used only to operate the service. Operator data is never sold or shared with advertisers or third parties.
Email Connect@HotlineTXT.com and we'll delete your account and associated data. You can also just stop using the service and let your trial or subscription lapse. Nothing is retained after deletion.