Genesys Cloud support of the 988 Suicide and Crisis Lifeline

Genesys includes a default 988 number plan to Genesys Cloud to allow direct dialing to the 988 Suicide and Crisis Lifeline.

What is the 988 Suicide and Crisis Lifeline?

In July 2020, the Federal Communications Commission established rules that designate 988 as the nationwide, easy-to-remember, three-digit dialing code for individuals in crisis to connect with suicide prevention and mental health crisis counselors. The 988 Suicide and Crisis Lifeline offers critical services to individuals who experience mental health crises. Individuals can reach the number directly by dialing 1-800-273-TALK (8255). Established in 2005, the 988 Suicide and Crisis Lifeline provides access to a national network of over 200 local crisis centers that combines custom local care and resources with national standards and best practices.

In 2020, suicide was the second leading cause of death for people from ages 10–34. An extra 12.2 million adults aged 18 or older reported having serious thoughts of suicide, and 1.2 million adults attempted suicide during the past year.

Beginning on July 16, 2022, the 988 Suicide and Crisis Lifeline became assessable by direct dialing or texting 988. Individuals can continue to reach the number directly by dialing 1-800-273-TALK (8255).

How does 988 appear in my number plan?

From the Number Plans tab, the Sites page lists Suicide Prevention along with the other default number plans. You can drag and drop the number plan to change the priority in your list.

Have other questions?

For more information about the FCC requirements, see the 988 Suicide and Crisis Lifeline article.