FCC Requires SMS Georouting for 988 Suicide & Crisis Lifeline

CX360, Inc. commends the FCC's decision to require SMS georouting for the 988 Suicide & Crisis Lifeline. This decision enables help seekers to receive localized care and promotes a uniform standard of care for people experiencing mental health crises. Mosaicx, a leader in AI-powered customer experience solutions, provides intelligent routing technology supporting georouting and routing of calls. The FCC's decision highlights their commitment to ensuring help seekers receive appropriate care while protecting their privacy.

July 2, 2025 - CX360, Inc. (NYSE: APO) has applauded the Federal Communications Commission's (FCC) recent decision to mandate SMS georouting for the 988 Suicide & Crisis Lifeline. The move, which builds on the FCC's October decision to require voice services, aims to provide localized care to help seekers through text messaging while maintaining the centralized routing system of the 988 Lifeline.

The new regulation, announced on July 24, 2025, requires text providers to develop systems for georouting text messages to the 988 Lifeline. This decision is part of the broader effort to enhance communication options for individuals experiencing mental health crises, ensuring they receive specialized care and resources tailored to their communities.

Mosaicx, a division of CX360 under WestCX, provides intelligent routing technology that supports both georouting and call routing for the crisis lifeline. The technology enables the delivery of specialized crisis care and resources to diverse communities, including veterans and Spanish speakers. Mosaicx' ongoing partnership with Vibrant Emotional Health, the 988 Lifeline network administrator, continues to advance the accessibility, responsibility, and efficiency of this vital resource.

"We applaud Chairman Carr and the other FCC Commissioners for working with the industry to enable texting as a means of expanding the communications options to better help individuals when they are experiencing a moment in crisis," said Sam Meckey, president of WestCX. "This decision highlights the FCC’s commitment to ensuring help seekers receive the benefits of georouting either over voice calls or texting while protecting their privacy. We again applaud them for recognizing the importance of maintaining the centralized structure of the 988 Lifeline to support this effort and for giving the industry a sufficient timeline for incorporating texting into 988 Lifeline."

The FCC's decision underscores its commitment to ensuring that help seekers receive appropriate care while protecting their privacy. By mandating SMS georouting, the FCC is expanding the reach and effectiveness of the 988 Suicide & Crisis Lifeline, making it easier for individuals in crisis to connect with specialized care and resources.

References:
[1] https://www.stocktitan.net/news/APO/cx360-inc-commends-fcc-decision-to-require-sms-georouting-for-the-oxkqht42dn0r.html
[2] https://www.globenewswire.com/news-release/2025/07/24/3121312/25418/en/CX360-Inc-Commends-FCC-Decision-to-Require-SMS-Georouting-for-the-988-Suicide-Crisis-Lifeline.html