The concept of Crisis Text Line is simple yet powerful: Give individuals struggling with addiction, suicidal thoughts, eating disorders, sexual abuse, and other crises quick access to a counselor trained to help. Since its launch in 2013, Crisis Text Line has exchanged more than 100 million messages with people in crisis via text and Facebook Messenger. Roughly 30% of those messages were related to depression or suicide.
With such high stakes, Crisis Text Line needs to be available 24/7, without outages or technical issues to slow down responses. The organization sought a communications platform that could reliably handle high messaging volumes, quickly triage the level of crisis, and route information to a crisis counselor without a moment’s waste. The platform also had to scale easily as the organization grew.