How the 988 Suicide and Crisis Lifeline Works: Calls, Texts and Chat

If you are in danger right now, call or text 988, or call 911. You do not need to read the rest of this page first.

If you are reading because you are thinking about reaching out but feel unsure, that hesitation is common. Many people wonder who will answer, whether the call is traced, or whether police will show up. This guide walks through exactly how the 988 Suicide and Crisis Lifeline works, step by step, using what the Lifeline and federal agencies publish, so you know what to expect before you dial.

What 988 is and who it is for

988 is the 3-digit number for the 988 Suicide and Crisis Lifeline, a national network of local crisis centers. It launched in July 2022 as an easier-to-remember replacement for the old 10-digit National Suicide Prevention Lifeline number. The program is funded through the Substance Abuse and Mental Health Services Administration (SAMHSA), part of the US Department of Health and Human Services.

It is not only for people thinking about suicide. The Lifeline says anyone who is struggling, feeling depressed, going through a mental health or substance use crisis, or just needs to talk can reach out. You can also contact 988 if you are worried about someone else.

The service is free, confidential and open 24 hours a day, 7 days a week, by phone, text or online chat.

What happens when you call 988

Here is the call flow the Lifeline describes on its “what to expect” page:

1. You hear a short recorded greeting. It offers options: press 1 to reach the Veterans Crisis Line, press 2 for Spanish-language support, or stay on the line for your local 988 crisis center. The Lifeline also says its LGBTQ+ youth specialized service, known as the “Press 3 option,” has been restored pursuant to funding and congressional direction.
2. You may hear hold music while you are connected to a counselor.
3. A trained crisis counselor answers. They introduce themselves and ask whether you are safe.
4. They listen. The counselor works to understand what is going on and how it is affecting you. There is no script you need to follow and no “right” thing to say.
5. They help you plan next steps. That might be staying safe tonight, connecting with local services, or sharing resources you can use later.

You do not have to give your name. You can hang up at any time.

Key takeaway: A 988 contact is a conversation, not a dispatch. The counselor’s first job is to listen and help you get through the moment, and most contacts end with the person staying where they are, with a plan and resources.

How 988 calls are routed to a local center

988 is a network, not a single call center. When you call, the system tries to send you to a crisis center that serves your area, because local counselors know local resources such as mobile crisis teams, clinics and support programs. If that center cannot answer in time, the call rolls over to a backup center in the network so you still reach someone.

Routing used to be based on area code. That caused problems for people whose phone number came from another state. A college student from Ohio living in Texas, for example, might be routed to Ohio.

Wireless calls now use georouting. In October 2024 the Federal Communications Commission (FCC) adopted rules requiring wireless carriers to route 988 calls based on the general area where the phone is located when the call is made, not the area code. The rules took effect in December 2024. Nationwide carriers had to comply in early 2025, and smaller regional carriers have until December 2026.

Georouting is not the same as tracking. The FCC rules are designed to route calls to the right region using general network location, not to pinpoint a caller’s exact address.

What happens when you text or chat

Text and chat follow a similar path, with a few extra steps.

Texting 988: 1. Text 988. You will receive options, including the Spanish-language service (text AYUDA) and how to reach the Veterans Crisis Line by text at 838255. 2. Reply “Next” to accept the Terms of Service. 3. Answer a brief survey that helps the counselor understand your situation. 4. You get a “Wait” message while you are being connected. 5. A counselor introduces themselves, asks whether you are safe, listens and may share resources.

Chatting online: 1. Go to the chat page on 988lifeline.org and answer a few short questions. 2. Click “Start a Chat,” which accepts the Terms of Service. 3. You see a message that you are being connected. 4. A counselor introduces themselves and the conversation begins.

If there is a wait during busy periods, the Lifeline notes you can call 988 instead. Texts are also moving to location-based routing: in July 2025 the FCC adopted rules requiring wireless providers to georoute 988 text messages to local crisis centers, with compliance deadlines that run into 2027 and beyond depending on the carrier.

Call, text or chat: which should you use?

The Lifeline also offers interpretation services for callers who speak languages other than English and Spanish. Details are on its Interpretation Services page.

Will police be sent? Confidentiality and emergency services

This is the question that stops many people from reaching out, so here is what the Lifeline says directly:

• Less than 2% of 988 Lifeline calls involve emergency services, according to the Lifeline’s own FAQ.
• The Lifeline recommends counselors contact emergency services only when risk of harm to self or others is imminent or in progress, and when a less invasive safety plan cannot be worked out together with the person.
• When emergency services are involved, over half of those dispatches happen with the caller’s consent.

On privacy, the Lifeline says it values the confidentiality of people who reach out. Calls may be recorded for quality assurance, evaluation or training, and individual crisis centers in the network have their own policies. For text and chat, security depends on the encryption and data protections of the chat software provider. If privacy is a concern, you can read the Lifeline’s privacy policy and Terms of Service before you connect.

It is worth knowing what 988 is not. It is not 911. If someone is in immediate physical danger, such as an overdose in progress or a medical emergency, call 911.

How to help someone else use 988

You can contact 988 on behalf of a friend or family member. A counselor can help you figure out what to say, how to ask directly about suicide, and what local resources exist. Some practical steps:

1. Ask directly whether they are thinking about suicide. Asking does not plant the idea.
2. Offer to sit with them while they call or text, or make the call together on speaker.
3. Save the number. Add 988 to their phone contacts, and yours.
4. Follow up the next day. A short check-in matters.

If you are looking for ongoing support after a crisis, 988 counselors can point you toward local services. Our guides on finding a therapist online who takes your insurance and how online therapy works and what it costs can help with the next step.

How 988 fits with apps, chatbots and online therapy

Digital mental health tools have grown fast, and they can play a role between appointments. But they are not crisis services. Research on whether mental health apps work is mixed, and general-purpose AI chatbots are not designed or staffed to manage emergencies. Our article on using AI chatbots for emotional support covers those limits in more detail.

The practical rule: use apps and self-guided tools for day-to-day coping and skill building. Use 988 when you or someone you care about is in crisis or close to it. Use 911 for immediate physical danger. Clinics and counselors increasingly list 988 in their patient materials; see how technology is changing mental health private practices for how practices fit crisis resources into care.

Where to start

If you are unsure whether you “qualify” to reach out, you do. Here is the simplest path:

1. Pick the channel that feels easiest: call, text or chat.
2. Use the menu if it helps: press 1 if you are a veteran, 2 for Spanish.
3. Start with one sentence. “I’m having a hard time” is enough.
4. Answer the safety question honestly. It helps the counselor support you.
5. Ask for resources you can use after the conversation ends.

The bottom line

988 connects you with a trained crisis counselor by phone, text or chat, free and around the clock. Calls are routed to local crisis centers, now based on the general location of wireless phones rather than area codes, with backup centers if the local one is busy. Most contacts are handled entirely through conversation, and the Lifeline reports that emergency services are involved in fewer than 2% of calls.

This is general information, not medical advice.

Sources

• 988 Suicide and Crisis Lifeline: What to Expect — call, text and chat steps, menu options and Press 3 status
• 988 Lifeline FAQ: Police intervention and emergency services — under 2% of calls involve emergency services; consent figures
• Federal Register: FCC 988 georouting rules for wireless calls (Nov 12, 2024) — georouting requirements and compliance dates for calls
• Federal Register: FCC 988 text georouting rules (Sept 16, 2025) — georouting requirements for 988 text messages
• US Department of Veterans Affairs: Veterans Crisis Line, dial 988 then press 1 — veterans access by phone and text