Our promise
Lifeline’s crisis support is 100% provided by real people.
Who am I talking to?
Lifeline only has real human crisis supporters to deliver crisis support for all our services including Text and Chat. This means each time you connect with Lifeline, you can be sure that you are speaking with someone who deeply listens and cares.
It’s important to Lifeline that you always get support from a real, trained crisis supporter and that’s why there can be a wait.
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While you wait to connect with a crisis supporter
A Lifeline bot (automated messaging service) will start a conversation with you to get some information from you to help the crisis supporter support you best once they join the chat. When you call the service, you will hear a recorded message and maybe placed in a queue before being connected to a caring crisis supporter.
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You will be informed at each stage of your journey with Lifeline
For text and chat services, when we send automated messages it will be from the 'Lifeline bot' and when the crisis supporter joins they will join as 'Lifeline crisis supporter'. When this happens, they'll introduce themselves, and their chat profile icon will change. Using Lifeline's crisis support services, you'll always know who you're speaking to. For our voice services, when you are connected you will hear the crisis supporter say ‘Hello this is Lifeline. May we help you?’
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When a crisis supporter is available
When you are connected with the next available crisis supporter, we'll also let you know.