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Inbound: the customer calls

Callers in distress put through to the on-call clinician

A client calls at 11 at night and says they don't want to be here anymore. They are never sent to voicemail. They hear 9-8-8, and a clinician is on the line in moments.

When it starts

A caller says they're thinking about suicide or harming themselves, or sounds in danger.

What the agent does

Stays calm, shares 9-8-8, warm-transfers to the on-call clinician, tells them to call 911 if in danger.

What your team gets

The clinician on the line with a short summary, and the call logged for the clinical director.

How it works

  1. Hears it

    Words about suicide, self-harm or not being safe are caught at any point in the call, even on a call about rescheduling.

  2. Stays with them

    It slows down, tells them it's glad they called, and does not argue, counsel or ask why.

  3. Shares 9-8-8

    The suicide crisis helpline, by call or text, any hour, said plainly. If they're in immediate danger, it tells them to call 911.

  4. Puts a clinician on

    Warm-transfers to the clinician on call, with a two-line summary first. No hold music, no menu.

  5. If nobody answers

    It tries the backup clinician, stays on the line, repeats 9-8-8 and 911, and follows the steps your clinical director wrote.

  6. Logs it

    The clinical director gets the time, who answered and what was said, the moment the call ends.

Example call

  1. CustomerI'm calling to cancel tomorrow. I don't think I'll be around. I don't want to be.
  2. AI agentI'm really glad you called and told me that. You're not alone right now. Are you safe at this moment?
  3. CustomerI don't know.
  4. AI agentThank you for being honest. I'm getting Dr. Lavoie, the clinician on call, on the line right now, and I'll stay until she picks up. You can also call or text 9-8-8 any time.
  5. AI agentIf you're in danger right now, please call 911. ... Dr. Lavoie is here. I'm putting you through.
  6. CustomerOkay.

After the call: Dr. Lavoie answered within a minute with a summary: an existing client, calling to cancel, said they don't want to be around. The clinical director has the call log, and the cancellation was not processed.

What your team gets

  • No distress call ever left on hold or in voicemail
  • The on-call clinician on the line with a two-line summary
  • A backup clinician tried if the first doesn't answer
  • An immediate log to the clinical director
  • The on-call rota followed as you keep it
Set up with you: The team sets up a connection to your on-call rota and your Jane or Owl Practice client list, writes the words to listen for and the after-hours steps with your clinical director, and runs test calls with your clinicians before it goes live.

Questions

Is the agent a crisis line?

No, and it never acts like one. It shares 9-8-8, tells anyone in immediate danger to call 911, and gets your clinician on the line.

What if the on-call clinician doesn't pick up?

It tries the backup you set, stays with the caller, repeats 9-8-8 and 911, and follows your clinical director's written steps.

Does it catch it on an ordinary call?

Yes. It listens for it on every call, including rescheduling and billing calls, and changes course the moment it hears it.

Who sees these calls?

The clinician who took it and the clinical director, or whoever you choose. They are marked so they never appear in routine reports.

Hear it on your phone

Request a demo call and the agent phones you, set up for counselling and therapy like yours.

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