Instant Messaging FAQs
It’s completely normal to have questions before using our With Youth instant messaging service. Our FAQs explain how the service works, who you’ll be talking with and what you can expect when you get in touch. We hope they help you feel comfortable and ready to start a conversation.
Yes. When you start a chat, we’ll ask for your name, but you don’t have to use your real name. You can use a nickname, your initials, or any name you feel happy using.
If you’ve chatted with us before and don’t want to explain everything again, using the same nickname can help.
No. You’ll always chat with a real, trained member of the With Youth Team.
We’re here to listen, support you, and help you explore what might make things easier. No bots, no AI, just real people.
Yes. If you’re using a shared device and don’t want other people to see that you’ve chatted with us, you can clear your browsing history.
On any device
- Click the ‘X’ to close the chat window.
- Go to a different website (for example, Google).
- Open your browser’s History.
- Choose ‘Clear History’ or ‘Delete browsing data’ and follow the instructions on the screen.
On an iPhone (Safari)
- Open the Settings
- Scroll down and tap Apps > Safari (or Safari).
- Tap Clear History and Website Data.
- Confirm that you want to clear it.
On an Android phone (Chrome)
- Open the Chrome
- Tap the three dots (⋮) in the top-right corner.
- Tap History.
- Tap Clear browsing data.
- Choose a time range and tap Clear data.
The steps may be a little different depending on the device and browser you’re using.
If you come back to chat with us later, you’ll need to enter your details again.
Yes. What you tell us stays private.
The only time we may need to share information is if we believe you or someone else is at immediate risk of serious harm. If this happens, we’ll be honest with you about what we’re doing and do our best to involve you in the process.
Breaking confidentiality is very rare.
We may ask for a phone number so we can support you if there is a problem with the chat or if we are worried about your immediate safety.
We will not contact you unless we have a clear reason to do so, and we will explain this to you whenever possible.
You can use the chat whenever you need support.
There is no limit on how many times you can contact us. However, we recommend having no more than one chat each day.
Talking about your feelings can be a lot to take in, so it can help to have some time to think about what was discussed and try any ideas or advice shared in the chat.
Probably not. Our Support Workers work different shifts, so you’ll likely speak with different people at different times.
All our Support Workers receive the same training, so you’ll always receive the same supportive, non-judgemental approach.
Anything that’s important to you.
Whether you’re worried, stressed, upset, confused, or just need someone to listen, we’re here for you. We won’t judge you, and we’ll support you in a way that feels right for you.
Please note: With Youth is not a crisis service. If you or someone else is in immediate danger, call 999.
You can also contact:
- Samaritans: 116 123 (24 hours a day)
Yes. You can use our instant messaging service even if you’re already receiving support from another professional or service.
You don’t have to choose one or the other. We’re here whenever you need us.