Staying Connected: How BetterHelp’s Messaging Feature Supports Therapy Between Sessions

Mental health care has taken a major step forward with the rise of online therapy platforms. BetterHelp, which has served over 5 million clients across more than 100 countries, offers various features that enhance the therapeutic experience beyond traditional in-person sessions.

“BetterHelp is doing something that has never been done before: providing access to high-quality mental health care at a massive scale,” said Fernando Madeira, president and CEO of BetterHelp.

Can You Message Your Therapist on BetterHelp? 

Yes, you can message your therapist on BetterHelp. This feature allows users to share thoughts, concerns, or breakthroughs as they happen, rather than waiting for scheduled sessions. Messages can include text, voice notes, or journal entries, giving clients multiple ways to express themselves based on their comfort level and communication preferences.

The messaging system operates within BetterHelp’s platform, ensuring all communications remain discreet . Clients access their personal  therapy room through the website or mobile app, where they can write messages at any time.

“BetterHelp allows you to connect with them in a safe and convenient online environment,” betterhelp.com states. “Do it at your own time and at your own pace. Communicate with your therapist as often as you want and whenever you feel it’s needed.”

Research suggests that regular communication between therapy sessions can greatly enhance treatment outcomes. According to BetterHelp’s 2024 Platform Quality and Outcomes report, 72% of clients experienced symptom reduction in their first 12 weeks of therapy, with 69% achieving reliable improvement and 62% reaching symptom remission.

The messaging feature contributes to these positive results by creating a therapeutic environment that extends beyond scheduled meetings. This ongoing dialogue helps maintain momentum in treatment and provides clients with a sense of support during difficult moments.

Client Experiences

The effectiveness of BetterHelp’s messaging feature is reflected in client satisfaction metrics. With 4.9 out of 5 average live session ratings based on more than 1.7 million client responses, and 82% of clients reporting they would recommend their therapist to others, the platform’s communication tools clearly resonate with users.

Many clients report that the ability to send messages between sessions helps them feel continuously supported throughout their mental health journey. This constant connection creates a therapeutic alliance that feels more present in daily life than traditional weekly therapy sessions alone.

Support During Critical Moments

Mental health challenges rarely follow a convenient schedule. Difficult emotions, triggering events, or moments of clarity don’t keep to a schedule. The messaging feature allows clients to reach out during these critical moments, documenting their experiences while they’re happening rather than trying to recall them days later.

While messaging doesn’t replace emergency services for crisis situations, it provides an outlet for processing emotions and receiving guidance during tough times. Therapists can offer support, validation, and coping strategies through messages, helping clients manage difficult situations until their next live session.

Creating Therapeutic Continuity

Traditional therapy often creates a start-and-stop rhythm — intense work during sessions followed by days without professional guidance. BetterHelp’s messaging feature helps smooth this pattern by maintaining therapeutic momentum between meetings.

This continuity proves especially valuable for clients working through complex issues or practicing new coping skills. The ability to check in, ask questions, and receive feedback creates a more cohesive treatment experience.

Accessibility Impact

The messaging feature plays a crucial role in BetterHelp’s mission to expand mental health care access. For the 40% of new members experiencing therapy for the first time, written communication often feels less daunting than jumping directly into video sessions.

This feature proves particularly valuable for people in remote areas, those with mobility limitations, or individuals with packed schedules. The asynchronous nature of messaging allows therapy to fit into complex lives while still providing meaningful support.

While messaging represents a key component of BetterHelp’s service, it functions alongside other communication options including video sessions, phone calls, and live chat. This multimodal approach allows clients and therapists to select the most effective methods for each situation.

The combination of these tools creates a personalized therapy experience that adapts to individual needs and preferences, contributing to the platform’s strong clinical outcomes.

Future Directions

As technology and therapeutic practices continue to develop, BetterHelp remains focused on enhancing communication tools that support the therapy process. With over $14 million donated in therapy services through more than 100 nonprofits in 2024, the platform demonstrates its commitment to expanding mental health support beyond paid services.

Additionally, BetterHelp prioritizes client safety through banking-grade encryption and various robust security measures . All communications remain within the platform’s protected environment, giving clients peace of mind when sharing sensitive information.

The platform adheres to strict privacy standards, ensuring all 35,000 licensed therapists follow appropriate confidentiality practices when exchanging messages with clients.

The ongoing refinement of messaging and other communication features will likely play a central role in BetterHelp’s efforts to make therapy more accessible, effective, and integrated into daily life for millions of people worldwide.

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