Overview#
During a major public incident, emergency calls come in through every channel at once: 911 voice lines, Twitter posts, WhatsApp messages, and automated sensor alerts from smart city infrastructure. Dispatchers need a single queue that scores, classifies, and prioritises all of them together. The Omnichannel domain consolidates that inflow, applying source verification and hoax detection before anything reaches the dispatch queue.
Key Features#
- Social media post ingestion with emergency scoring and classification
- Encrypted messaging channel support for secure communication
- IoT device registration and alert processing for smart sensor integration
- Source verification and hoax detection for incoming communications
- Priority calculation and queue management for dispatch operations
- Emergency dispatch integration with CAD systems and first responder coordination
- Multi-platform support across social media, messaging, IoT, voice, and satellite channels
Use Cases#
Relevant sectors include public safety communications, law enforcement, and critical infrastructure.
- Processing emergency communications from social media platforms for dispatch triage
- Registering and monitoring IoT devices for automated emergency alert generation
- Managing encrypted messaging channels for secure communication with the public
- Prioritising and queuing incoming communications for emergency dispatch operations
Integration#
The Omnichannel domain integrates with Alert for alert management, Doc Incident for incident management, Intelligence for threat intelligence, Location for geographic services, and SIEM Connector for security event integration.
Open Standards#
- ITU-T E.164: All telephone numbers across every messaging channel (SMS, MMS, WhatsApp, Signal, RCS) are stored, validated, and routed in E.164 format, with adapters normalising carrier-delivered bare-digit numbers to the canonical
+prefix form before any platform operation. - 3GPP TS 23.040 / GSMA MM1 (SMS/MMS): Outbound and inbound Short Message Service and Multimedia Messaging Service traffic is carried via Twilio Programmable Messaging and the VoIP.ms REST API, both of which implement the 3GPP SMS bearer and GSMA MMS media-attachment conventions; long bodies are automatically routed via MMS per the 160-character PDU limit.
- RFC 6455 (WebSocket): Live dispatch-queue updates, new messages, conversation state changes, and IoT alerts, are broadcast to PSAP dashboards over persistent WebSocket connections managed by the platform's tenant-scoped realtime manager.
- Signal Protocol (Double Ratchet / X3DH): The Signal encrypted-messaging channel integrates with a signal-cli daemon over JSON-RPC, providing end-to-end encrypted citizen-to-dispatcher conversations using the Signal Protocol's Double Ratchet and X3DH key-agreement specifications.
- ISO 8601: All message timestamps, alert timestamps, and event payloads serialise instants in ISO 8601 extended format (UTC), ensuring interoperability with CAD systems and downstream incident-management integrations.
- RFC 2104 (HMAC): Inbound webhook authenticity is verified using HMAC: Twilio callbacks are validated with HMAC-SHA1 over the request URL and sorted parameters (
X-Twilio-Signature), and VoIP.ms callbacks use a constant-time shared-secret comparison via the Pythonhmacmodule. - GSMA RCS (RCC.07): Rich Communication Services is supported as a named channel in the adapter layer, allowing business-initiated RCS messages with approved content templates to be sent via the Twilio Programmable Messaging endpoint alongside SMS, MMS, and WhatsApp.
- GraphQL (June 2018 specification): The entire omnichannel API surface, ingesting social-media posts, managing messaging channels and conversations, registering IoT devices, running source-verification checks, and configuring priority rules, is exposed as GraphQL queries and mutations via the platform's Strawberry schema layer.
Last Reviewed: 2026-02-05 Last Updated: 2026-04-14