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Launching our Live Chat Service

Here we share what you need to know about our Live Chat Service - launching 22nd October 2019.


When is the live chat online?

You can speak to one of our advisors every TuesdayWednesday, and Thursday between 1pm-4pm

How do I start a live chat?

You can start a live chat with our advisors by clicking the green button on the right-hand side of every page on our website. When the green button says 'online', you can chat directly with one of our advisors. 

What kind of advice can I get through the live chat?

Our advisors can provide you with advice on:

  • Information about HIV, hepatitis C and sexual health services and support
  • Information about HIV or hepatitis C 
  • HIV and hepatitis C treatment
  • Help navigating our website 

Our advisors can also refer you to our Waverley Care support services. If you would like our advisors to refer you to our support services, they will ask you for a name and contact number or email address. You can provide us with any name, and you can choose whether you would like to provide our advisors with your contact number, email address or both - whatever works best for you. 

Will I be chatting with a real person?

Yes! When our chat button says 'online', our team of advisors are online and ready to answer your questions.

When will I receive a response?

When our Live Chat is 'online', our advisors will respond to you within a few minutes. 

Can I still send a message when live chat is offline?

Yes! If you send us a message through our Live Chat when the green button says 'offline', our advisors will receive your message and respond to you as soon as possible. Our opening hours are Monday-Friday 9am-5pm. That means if you send a message outside these hours you will not receive a response until our advisors are in office. 

Can you help me in an emergency or crisis?

If you or someone you know needs urgent help with an emergency or crisis, contact emergency services on 999 or go to your nearest A&E. Find out where your nearest A&E is here.

Can you give me support through the live chat?

Our live chat is there to support you with HIV, hepatitis C and sexual health. 

If you need emotional support or someone to talk to about other issues, you can get support in the following places:

Mental Health

Domestic Violence and Forced Marriage

Refugees and Asylum Seekers 

Alcohol and Drugs

Rape and Sexual Violence

LGBTI+ 

Criminal Justice


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