What actually happens on the call if someone says they are suicidal or in crisis?

For Mental Health Practices

Voksha is configured to recognize language matching your practice's defined risk criteria and follow the escalation script you set, rather than attempting clinical assessment itself. When a call matches crisis criteria, such as explicit statements about suicidal ideation, self-harm, or harm to others, the response is immediate and consistent: a calm, non-judgmental acknowledgment of what the caller said, provision of the 988 Suicide and Crisis Lifeline number, and for any indication of immediate danger, clear instructions to call 911 or go to the nearest emergency room rather than wait for a scheduled appointment. Depending on how your practice configures the after-hours arrangement, Voksha can also attempt to notify your on-call clinician or a designated emergency contact in real time, so a genuinely urgent situation does not sit unaddressed until the next business day. This is not clinical triage, meaning Voksha does not attempt to assess severity, ask probing risk-assessment questions, or make a judgment call about whether the situation is truly an emergency, it follows the escalation path uniformly whenever the configured trigger criteria are met, the same way a front desk staffer following a written crisis protocol would rather than exercising independent clinical judgment. Practices are strongly encouraged to build this protocol directly from their existing clinical risk-management or malpractice-carrier guidance rather than writing it from scratch, and to test it against realistic scenario calls before going live, since getting the trigger language and escalation instructions right is the single most safety-critical piece of configuration in the entire setup. Every crisis-flagged call is logged and reviewable afterward so the practice can audit how it was handled.