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Chat Safety: How Metaintro Keeps Conversations Safe

Safety comes first at Metaintro. Here is how Chat Safety pauses a conversation when a member may be at risk, connects them to crisis support and brings in your team.

Enterprise

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Why Safety Comes First

The people you serve are often going through one of the hardest stretches of their lives. Losing a job, leaving incarceration or starting over can be heavy, and sometimes that shows up in a conversation with the career agent. When it does, the right response is not another job match. It is a person. Chat Safety makes sure that happens every time.

How Chat Safety Works

Chat Safety is on for every organization, with nothing to set up.

Chat Safety uses Microsoft Azure's AI content safety technology to check messages for signs of possible harm. When a message raises a concern, Metaintro:

  1. Pauses the chat. The member cannot send new messages until someone on their care team checks in.
  2. Shows crisis support. The member sees support services for their region, like the 988 Suicide & Crisis Lifeline in the US, with options to call, text or chat online.
  3. Alerts your team. We email the member's case manager, your organization's admins and the Metaintro safety team.

What the Member Sees

The member sees a clear, caring message, not an error. If they may be thinking about hurting themselves, they see: "You don't have to go through this alone", with crisis services they can contact right away. In other cases, they see that the chat is paused and that their support team will follow up. The support services stay on screen while the chat is paused.

What Your Team Sees

  • The member's thread shows a Chat paused for safety badge, with the reason and when it was paused.
  • Reasons include self-harm, violence, sexual content, hate and legal review.
  • Paused chats appear in Chats paused for safety review, with the longest wait first, so nobody is missed.

How to Resume a Chat

  1. Reach out to the member first, by phone or in person, and make sure they are safe.
  2. Open their thread and select Resume chat.
  3. Enter a reason, for example: "Spoke with them by phone, they are safe and want to continue." Your reason is kept in the audit log.
  4. Select Resume chat to confirm. The member can send messages again.

Only resume a chat after someone on the member's care team has spoken with them.

Frequently Asked Questions

Does Chat Safety replace our own safety procedures?

No. It is a safety net that supports your team's judgment. No automated system catches everything, so keep following your organization's own procedures.

Who can resume a paused chat?

Someone on the member's care team. Every resume is recorded in the audit log with a reason.

What if someone is in immediate danger?

Call 911 or your local emergency number right away. Do not wait for an email from us.

Is Chat Safety turned on for our organization?

Yes. Chat Safety is on for every organization. You do not need to set anything up.

What to do next

Need Help?

Questions about Chat Safety? Email support@metaintro.com.

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