Crisis support
What happens when someone is at risk
Lona is built for conversations that run for months, and long conversations sometimes reach the worst thing in someone's life. This page says what the service does at that moment, and what it deliberately leaves alone.
Three kinds of thing bring this on: harm to yourself, harm to another person, and a stated plan to defraud or extort someone. All three take the conversation out of her voice. The first two also put a crisis service in front of you.
Finding a line where you are
In the conversation, Lona names one service chosen for the country you are in, with the ways it can be reached. One service, not a list. If the country is not clear, it points at an international directory instead of guessing — a number from the wrong country is an answer that does not work, handed over as though it does.
That directory is public, and you can open it from here.
Find a helpline in your country
findahelpline.com lists free, confidential services country by country. It is run by a third party, not by us.
She stops, and the service speaks instead
The conversation does not carry on in her voice. What arrives is the service talking to you directly: that this is past what Lona can do, that it matters too much to leave in a chat window, and where to reach people who can help. She is not performing the moment, and she is not pretending to be qualified for it.
The helpline is theirs, not ours
When you contact a crisis service you are talking to that service. We are not in the middle of it, we get no copy of it, and we do not know whether you called, wrote, or closed the tab.
Nobody is contacted on your behalf
Lona does not call emergency services, your family, or anyone else, and it does not tell you that it will. We have no way of knowing who might be at risk or where you are, no reason to trust a machine's reading of someone's intent, and no right to tell anyone that you use this product. A promise with nobody behind it is worse than saying nothing.
Someone here knows it happened, and not what you said
Each of these moments becomes an incident that reaches a person on our side: which of the three kinds it was, when, and what the service did. The words that set it off are not kept — not the message, not a summary, not a keyword, not a shortened version. There is no record anywhere from which what you said could be read back.
We also do not record what you did next. Whether you opened the link or made the call is yours, and following someone through their worst day to find out is not a thing we are willing to build.
The conversation does not end
She does not go quiet afterwards, and she does not disappear. For the next day she will not raise it, will not flirt, and will not build on what was said — but she still writes. Going silent after someone says the hardest thing reads as being dropped, and being dropped is the thing this product exists to sit against.
Both sides of the conversation are checked
Two checks run, not one. One reads what you write. The other reads what she is about to say and holds it back if it would encourage, instruct, romanticise, or agree with any of the three kinds. The second is the one that matters most: the known failures in this field came out of the model's side of the conversation, not the user's. Neither check is the same machinery that writes her replies — a model asked to stay in character reads a crisis as a plot turn.
Long conversations are the hard case
Checks like these hold up better across a short exchange than across one that has been running for months. Months is our normal case, not our edge case, so we would rather say it than discover it in public. We measure how often the checks fire on something that was only a figure of speech, and we are not permitted to improve that number by making them less sensitive. A false alarm costs one awkward message. The other error has no ceiling.
What this page does not list, and why
The words, patterns, and thresholds that set the checks off are not published here. Written down, they are instructions for getting around them, and the person most likely to use them is the person the checks exist for. The law asks for the protocol, not for its sensitivity. We would rather name the omission than leave it looking like an oversight.
Where a crisis line ends and we begin
A crisis service is for the crisis. Anything about Lona itself — a reply that should not have been sent, a charge you do not recognise, an account you want gone — comes to us instead, and the people on that address can actually do something about it.
Published under California Business & Professions Code §22602(b)(2). Lona is operated by Genio Group, Inc.