Genesys Cloud support of the 988 Suicide and Crisis Lifeline

Genesys is implementing a two-phase plan to add a default 988 number plan to Genesys Cloud to allow direct dialing to the 988 Suicide and Crisis Lifeline. 

Why are there two phases?

To ensure the stability of every site in Genesys Cloud, Genesys determined that a two-phase approach is the best way to implement the addition of the 988 Suicide and Crisis Lifeline number plan. During the first phase, Genesys is adding the 988 Suicide and Crisis Lifeline number plan to all sites that still have the default set of number plans initially set up with Genesys Cloud. If you have altered any of the default number plans or added your own number plan, then Genesys plans to add the 988 Suicide and Crisis Lifeline number plan to your site during the second phase.

Do I have to configure the new number plan?

As long as you haven’t altered any of the default number plans or added new number plans, then the 988 Suicide and Crisis Lifeline number plan will be automatically added to your site.

What if I have altered the default number plan configuration?

If you have altered any of the default number plans or added your own number plan, then Genesys will not add the 988 Suicide and Crisis Lifeline number plan to your site. The reason is that Genesys does not want to inadvertently disrupt the function of any of your custom number plans. However, you can manually add the 988 Suicide and Crisis Lifeline number plan to your site. For more information, see Create a 988 Suicide and Crisis Lifeline number plan

What is the 988 Suicide and Crisis Lifeline?

In July 2020, the Federal Communications Commission established rules that designated 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 experiencing mental health crises. It can be reached 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, combining 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 to 34. An additional 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. It can still be reached directly by dialing 1-800-273-TALK (8255).

Have other questions?

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