Overview#
A traveler stranded at an airport due to civil unrest needs to communicate with her company's security team. She does not speak the local language. The Duty of Care Chat module connects her directly to an operator, translates her messages in real time, and generates an AI summary of the conversation for the supervisor managing the incident response. The communication record becomes part of the incident documentation automatically.
Real-time multilingual messaging built for the operational context of duty of care incidents, not adapted from a general consumer chat product.
Key Features#
- Real-Time Messaging: Instant messaging between operators and travellers with delivery confirmation and read receipts.
- Message Types: Support for text messages, image attachments, file sharing, location sharing, and system notifications.
- Typing Indicators: Real-time typing awareness for natural conversation flow.
- Message Translation: Translate messages between languages for cross-border incident management.
- AI Conversation Summarisation: Generate AI-powered summaries of conversation threads for supervisor review and case documentation.
- Message Search: Full-text search across conversation history for review and audit purposes.
- Message Management: Edit and delete capabilities with complete audit trail.
- Programmable API Access: Full API support for all chat operations.
Use Cases#
Duty of care operators communicate directly with travellers during security incidents, with message translation enabling effective coordination regardless of language barriers between operator and traveller.
Multi-language incident coordination teams manage incidents involving travellers across multiple countries from a single platform, with translation handling the language dimension automatically rather than requiring multilingual staff for every incident.
Supervisors reviewing incident responses access AI-generated conversation summaries rather than reading complete message threads, enabling faster oversight of multiple simultaneous incidents.
Compliance and audit teams search message archives for specific incidents, with full-text search and complete conversation history providing the documentary evidence needed for post-incident review.
Integration#
- Connects with duty of care incident management for incident-linked conversations.
- Integrates with notification systems for message delivery.
- Works with duty of care video calling for multi-modal communication.
Open Standards#
- WebSocket (RFC 6455): Real-time bidirectional message delivery, typing indicators, and streaming AI responses are all transported over persistent WebSocket connections.
- JSON Web Token (RFC 7519): JWT bearer tokens issued via RS256 signing are validated on every REST request and at WebSocket connection time to authenticate operators and travellers.
- OAuth 2.0 Bearer Token Usage (RFC 6750): The Bearer token scheme is used to authorise REST API calls to both the chat endpoints and the upstream translation service.
- JSON (RFC 8259): All message payloads, metadata stored as JSONB, and API request/response bodies are encoded as JSON throughout the service.
- ISO 639-1 language codes: Target languages for real-time message translation are specified as ISO 639-1 two-letter codes (e.g.,
es,fr,ar), matching the interface of the M2M100 neural machine-translation model. - ISO 8601 / RFC 3339 date-time format: All timestamps, including message creation, read receipts, typing-indicator expiry, and AI-generated summaries, are serialised in ISO 8601 format.
- OpenAPI Specification 3.x: The full chat REST API surface is described automatically via FastAPI's OpenAPI 3.x integration, enabling machine-readable documentation and client generation.
Last Reviewed: 2026-02-05 Last Updated: 2026-04-14