How do we configure the crisis protocol so Voksha responds correctly to a distressed caller?

For Mental Health Practices

You provide the screening language and escalation rules your practice already uses, and Voksha applies them consistently on every call rather than being clinically improvised. During setup, you specify the risk-indicator phrases or topics that should trigger the crisis path (statements about self-harm, suicidal ideation, harm to others, or acute danger), what Voksha should say in response (a calm, non-judgmental acknowledgment plus the 988 Suicide and Crisis Lifeline number and, for immediate danger, instructions to call 911 or go to the nearest emergency room), and whether it should also attempt to notify your on-call clinician or a designated emergency contact in real time based on your practice's after-hours coverage arrangement. Voksha does not provide clinical assessment or advice, it follows the escalation script you define, the same way a well-trained front desk staffer would follow a written crisis protocol rather than exercising clinical judgment themselves. For non-emergency new client calls that mention distress but do not meet your crisis criteria, you configure a separate path, typically scheduling an expedited consultation rather than treating it as an emergency. Most practices write this configuration directly from their existing clinical risk-management policy, the same document used to train new administrative staff, and then test it against a handful of realistic scenario calls before going live. Because you can review every call transcript afterward, practices commonly refine the exact trigger phrases in the first two to three weeks based on real calls that came close to the boundary between routine and crisis.