• How does Guaranteed Response Time work?

    Talkspace’s “Guaranteed Response Time” helps you know when you can expect a reply from your therapist.

    When you’re ready to hear from your therapist, just let them know by using the “Reply-By” button in your therapy room. You will see the time period in which your therapist is expected to respond (based on their time zone and working hours). Your therapist is also notified that you’re expecting a response, and will respond to you via text, video, and/or audio message during this set period.

    Provider Response Times

    All Talkspace therapists have a set schedule of at least 5 days a week to check in with clients during morning or evening response times. Expected reply-by times are based on this schedule and therapist’s timezone. Here’s how it works:

    Morning Response Times on Designated Work Days

    You make a Reply By request between 7:00 a.m. - 11:00 a.m. - expect a Response from your Provider by 3:00 p.m.

    You make a Reply By request between 11:00 a.m. - 4:00 p.m. - expect a Response from your Provider by 7:00 p.m.

    You make a Reply By request after 4:00 p.m. (and until 7:00 a.m.)  - expect a Response from your Provider by 10:00 a.m. the next working day.

    Evening Response Times on Designated Work Days

    You make a Reply By request between 9:00 a.m. - 2:00 p.m. - expect a Response from your Provider by 6:00 p.m.

    You make a Reply By request between 2:00 p.m. - 7:00 p.m. - expect a Response from your Provider by 10:00 p.m.

    You make a Reply By request after 7:00 p.m. (and until 9:00 a.m.)  - expect a Response from your Provider by 2:00 p.m. the next working day

  • What happens if my therapist misses a Guaranteed Response Time?

    Your therapist is working hard to help you on your therapeutic journey, but occasionally they may not reply by the expected time. If your provider has exceeded the expected response time, you’ll be able to grant an extension, or continue waiting for their reply. With each additional request, your therapist will be re-notified and the expected reply-by time will be updated. Should your therapist exceed the expected response time again that week, the reply-by button will update to provide you with additional options to best suit your needs.

  • What should I expect from the Guaranteed Responses?

    If a provider has responded thoroughly via text or media message by the expected response time, your Guaranteed Response Time is considered satisfied. You are guaranteed to receive at least one meaningful therapist response for each request period.