Pathways2Solutions, Inc. provides live chat-coaching support 24 hours-a-day, seven days a week, 365 days-a-year as part of the Department of Defense Counter-Marketing Programs for Tobacco/Nicotine Cessation. The live-chat coaches are trained in motivational interviewing techniques and the processes or stages of nicotine addiction and cessation. They identify the presenting guest issue and help guide the guest in the quit process using free-text and scripted messages as well as resources on the website. As a result, we developed chat models to fit various guest profiles. 

The live-chat platform serves as a dynamic study of the needs of guests in stages of nicotine cessation and provided important feedback on what information was perceived as relevant and useful.

Given the open nature of this platform, the coaches also have basic training in crisis response and intervention such as suicide ideation, domestic abuse, and drug use.