Crisis Response Protocol
Last updated 2026-10-16
1. Purpose
Neon Kiss characters are AI, not real people. This page explains what Neon Kiss does when a user may be thinking about suicide or self-harm.
2. What we detect
Neon Kiss checks each message that a user sends in text chat for phrases that can show thoughts of suicide or self-harm.
The check uses a list of phrases in English, German, Spanish, French, Italian, Japanese, Korean, Portuguese, Russian and Chinese. It does not use an AI model to read the message.
The check covers text chat only. It does not cover voice calls.
3. What the user sees
When a message matches, two things happen:
- We instruct the character to step out of the story for its next reply, say that it cares, and point the user to a crisis line.
- The chat shows a crisis card with help lines for the country set in the user's browser language, when we know them, and a link to findahelpline.com.
4. What characters must not say
Every character is instructed never to encourage, romanticize, or give methods for self-harm or suicide, even within the story.
5. What we log
For each match, our servers write a log line with the account id, the chat id and the type of connection. The log line does not contain the message text.
We keep these log lines for up to 90 days. We keep only the total number of matches for longer (up to 15 months), so that we can report it to regulators as required by law.
6. Help lines
- United States: call or text 988 (988 Suicide & Crisis Lifeline)
- Canada: call or text 988
- Australia: Lifeline, 13 11 14
- United Kingdom and Ireland: Samaritans, 116 123
- New Zealand: call or text 1737
- Other countries: findahelpline.com
If you are in immediate danger, call your local emergency number.
7. Minors
Companion chatbots may not be suitable for some minors. Neon Kiss is for adults aged 18 and over.
8. Contact
Questions about this protocol can be sent to hello@neonkiss.ai.