Texting or chatting with a crisis line

Crisis text and chat services are newer than phone lines, and research is still growing. These findings come from large studies of real conversations.

Does it help?

How it works

Crisis support used to mean phone calls. Today many services also offer text and online chat, so you can reach out in the way that feels safest.

Texting 988

1. Text 988. You’ll get a reply with options: a counselor, Spanish support (text AYUDA), or the Veterans Crisis Line.
2. Reply NEXT to accept the terms and move on.
3. Answer a short survey so the counselor knows how to help.
4. You’ll see a “wait” message while you are connected.
5. A counselor greets you and asks if you are safe.
6. They listen, offer support and may share resources.

Chatting on 988lifeline.org

1. Open the chat page and answer a few short questions.
2. Click to start the chat. This accepts the terms of service.
3. A message tells you that you are being connected.
4. A counselor greets you, asks if you are safe and listens.

Your question about safety is a normal part of every contact. It helps the counselor understand how best to support you.

1. Text 741741. Your first message can say anything. Many people text HOME.
2. You’ll get a few automated messages while you are matched with a counselor, usually within five minutes.
3. A trained volunteer crisis counselor introduces themselves, listens and asks questions.
4. You chat at your own pace. Conversations usually last 15 to 45 minutes.
5. The conversation ends when you feel calmer and safer. The counselor may share other support.

Crisis counselors are trained volunteers, not medical professionals. They can’t give medical advice, but they can listen, help you calm down and help you plan your next step.

Counselors are used to people not knowing what to say. A few words is enough to begin.

Ways to start

• “I don’t know what to say, I just feel awful.”
• “I had a panic attack and I’m still shaking.”
• “I’m having thoughts of ending my life.”
• “I’m worried about my friend.”
• “Things at home are really bad tonight.”

Being honest, especially about thoughts of suicide, helps the counselor support you. Talking about it openly is part of what these lines are there for.

People who call, text or chat 988 are not required to give any personal information. 988 describes conversations as confidential.

Most contacts are handled entirely by talking things through. SAMHSA says only a small percentage of 988 contacts need emergency services.

Options

• 988 chat in Spanish: choose “Español” on 988lifeline.org
• 988 in other languages: call 988 for free interpreters in more than 240 languages
• 988 in Spanish by text: text AYUDA to 988
• 988 by TTY: dial 711, then 988
• 988 by videophone: dial 988 to reach counselors who use American Sign Language
• Crisis Text Line in Spanish: text HOLA to 741741

• Counselors listen and support, but don’t give medical advice or ongoing therapy
• Research on text and chat lines is still limited
• Typing can be slower than talking, and tone can be harder to read
• Wait times can be longer when many people reach out at once

Researchers say chat services can add to phone lines, not replace them. If texting feels too slow or you’re in danger, calling may be quicker.

988 also supports people who are worried about someone else. You can contact them for advice on how to help.

If someone you care about is struggling

1. Ask them directly how they are, and listen without judging.
2. Be there with them, in person or by phone.
3. Help them connect: offer to sit with them while they text or chat with a crisis line, or help write the first message.
4. Follow up afterwards and check in.

Reach out to a clinical provider or therapist if…

• Hard moments keep coming back
• You have texted a crisis line more than once recently
• You want ongoing support, not just help in the moment