Crisis Text Line: Connecting People in Need When Every Second Counts

Industry: Nonprofit

Company Size: 201-500

Founded: 2013

HQ: New York, New York Products: Log Management

Company Profile: Non-profit mental health texting service

Cloud Infrastructure: AWS

In a recent blog post, we highlighted the support that continues to provide to organizations involved in health and safety during the COVID-19 pandemic. It’s inspiring to partner with these organizations to improve access to treatment and care through technology.

Another example of this mission is Crisis Text Line, a non-profit that provides free and 24/7 counseling via text message. Not only does Crisis Text Line help these individuals connect with crisis counselors in real time, the organization is broadly committed to reducing the stigma associated with mental health.

One of the key benefits of Crisis Text Line is its ease to use and access. With a simple text to 741741 from anywhere in the US, the organization can connect texters with a live, trained Crisis Counselor who will respond to offer guidance and care.

Due to this and the massive toll that COVID-19 has taken on mental health around the globe, Crisis Text Line has seen a dramatic increase in the use of its service during the pandemic.

This is where Crisis Text Line’s engineering team comes in. To enable the communication between texter and volunteer counselor, Crisis Text Line provides a secure web application for volunteers and supervisors to monitor their messages securely. The engineering and DevOps team ensures the application operates at a high level, with limited downtime or performance issues. 

During the pandemic, with an unpredictable and occasionally unstable amount of texts coming in at all hours, the engineering team deploys a number of tools. That includes’s Log Management for performance monitoring and observability. is critical to helping the team keep their platform up and running to meet the organization’s goal of connecting texters with counselors in less than five minutes.

The benefits of are clear. As more users rely on the service to text with volunteers, the more logs are generated from the web application, and visualized within Kibana. The engineering team then relies on to query logs and triage the impact of production issues. In addition, the logs are analyzed to provide insight into the performance of recently deployed Crisis Text Line features and add-ons. 

“ is very helpful in providing us with increased capacity during COVID-19, and a platform to centralize and manage our logs across the front and back end of our platform. The solution is easy to use and efficient, allowing us to quickly diagnose and solve issues that can impact the end user experience. This is critical for us, because time is of the essence when communicating with people who need mental health support and guidance from our counselors.” -Matt Morris, VP, Engineering was also used during Crisis Text Line’s recent multi-server rollout. The platform helps the the team analyze and troubleshoot issues as identified by the newly generated logs, with multiple dashboards and alerts established to more proactively manage the health of their environment.

The team is proud to support Crisis Text Line and play a small role in connecting people in need during our challenging global health environment. 

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