FAQ's
How long does it take to integrate ThroughLine?
Because the web app and widget come with pre-built interfaces, they are very quick to integrate. Depending on your internal processes, we can have you up and running within 48 hours. The API requires engineering expertise, and so takes longer to integrate. The exact length depends on your product needs.
Product | How to integrate |
Web app | Simply display your unique web app link in your product |
Widget | Select your preferred parameters, copy the code snippet, and embed the snippet into the HTML of a web page. |
API | Work with your developer to integrate the API according to your needs. |
Can we only show information for certain topics?
Yes. In the web app, you can refer users to a dedicated topic page (.e.g suicidal thoughts)or a country-specific topic page (e.g. Suicide hotlines in the United States). In the widget, you can pre-set the topics. In the API, you can call only the topics that you need.
I have a technical question or would like to share feedback. Who can I reach out to?
Please refer to our Documentation for any questions related to calling our API. If you need further assistance or want to provide feedback, please email us.
How can I cancel my subscription?
You can cancel your subscription at any time, just reach out to our sales team.
What is the ThroughLine API?
The ThroughLine API gives developers access to ThroughLine’s dataset of 1,300 verified mental health and crisis helplines around the world. With the ThroughLine API, you can build your own user experience to refer users to crisis support resources.
How can I get started using the ThroughLine API?
Our Getting Started guide provides you with all the information required to start using the API.
Is there a limit to how many API calls I can make per day?
The daily API Limits are described in the Limits Policy policy. Please see this policy for more information.
Any call made beyond the limit will get back a response with status code 429 (Too Many Requests).
What are the terms of service for the ThroughLine API?
You can find the Sandbox Terms and Conditions here.
Can I get end-user analytics from the API?
As the API integrates helpline data into your product experience, which we don't have access to, we are unable to provide end-user analytics with the API. However, you have full control to build the analytics you might need on your end.
What is the ThroughLine web app?
The ThroughLine web app is a helpline search platform hosted on a unique URL. The web app provides a ready-to-use user interface to connect people in crisis to support, as well as clinically-reviewed psychoeducation information for 23 topics.
How can I get started using the ThroughLine web app?
Use of the ThroughLine web app requires an agreement with ThroughLine. Don't yet have an agreement? Get in touch. Integration of the web app is straightforward and covered in our article, Integrate the web app.
Can I get end-user analytics from the web app?
Yes, we will provide you with a real-time dashboard detailing key metrics including users, countries, and conversions to contact a helpline.
What is the ThroughLine widget?
The ThroughLine widget is a web page embedded in an iframe, enabling you to provide helpline support directly within your safety center or website, without having to build your own user experience.
How can I get started using the ThroughLine web app?
Use of the ThroughLine widget requires an agreement with ThroughLine. Don't yet have an agreement? Get in touch. Integration of the widget is covered in our article, Integrate the widget.
Can I get end-user analytics from the widget?
Yes, however getting analytics from the widget requires some additional development work as covered in our article, Set up widget analytics.
How does ThroughLine qualify helplines for inclusion
We developed a 7-point scoring system to assess if a service is a legitimate and active helpline. All potential services must pass at least stage 5 of this scoring system to be included.
How do you ensure services are effective?
To achieve ThroughLine’s mission of easing emotional crises, we ensure that all services in the API meet certain standards of inclusive care. Our clinical team has used evidence-backed research to set these standards, and all partners are asked to agree to them as part of our verification process.
How does ThroughLine maintain dataset health?
ThroughLine maintains helpline dataset health through three processes: verification, validation, and dataset audits and maintenance.
- Verification. We source helpline information directly from helplines on a 9-monthly cycle.
- Validation. We regularly check selected URLs, phone, and SMS numbers to ensure they are valid and operational.
- Audits & maintenance. We regularly audit countries, topics and data points for accuracy and relevancy. We also perform daily maintenance on the dataset as a result of communication with helplines.