Velaro Threat Detection monitors every incoming message for credible threats against officials and staff. When detected, it fires an instant SMS alert, blocks the visitor's IP, and shuts down the conversation — all before a human has to see it.
The entire response chain runs automatically — no agent action required. Your security team gets the alert; the threat is already contained.
A visitor sends a message on any Velaro channel — web chat, SMS, IVR voice transcript, WhatsApp, or any other active channel. The message is stored and the threat scan runs in the same server-side operation.
Real-time, on every messageThe message is checked against three tiers of threat patterns — explicit weapon threats at severity 3, implied harm at severity 2, and menacing language at severity 1. Sensitivity is configurable per deployment so you can tune the threshold to match your organization's risk posture.
Under 5 millisecondsAn SMS is immediately sent to the configured alert number with the conversation ID, severity level, matched phrase excerpt, and a direct link to review the conversation. No Twilio number purchase required on your end — the alert uses Velaro's carrier infrastructure.
Within seconds of detectionIf auto-block is enabled, the visitor's IP address is immediately added to your site's block list. The block is permanent by default and includes the threat phrase as the block reason for your audit trail. Applies across all channels and future sessions from that IP.
Simultaneous with alertThe active conversation is resolved and closed by the system. The visitor sees the chat end. No agent is exposed to the threat content. The transcript is preserved in your audit history with a "Threat detected" resolution reason for records and incident documentation.
ImmediateBuilt specifically for government agencies, law enforcement, public utilities, and any organization where visitor threats against staff are a real operational concern.
Three severity levels — explicit weapon threats (3), implied harm (2), menacing language (1). Tune sensitivity from Low to High to match your threat model without drowning in false positives.
Sends an SMS to your configured security or operations number within seconds. Includes severity, the exact matched phrase, visitor IP, and a direct conversation link. No app to open — works on any phone.
The threatening visitor's IP is blocked site-wide the moment a threat is detected. Works alongside your existing IP block list — all blocked IPs are auditable with reason and timestamp.
Conversation is resolved and closed automatically. The transcript is preserved with the threat reason attached — fully documented for incident records, HR, or law enforcement referral.
Each action (SMS alert, IP block, chat end) is independently toggleable. Set the sensitivity level. Configure the alert phone number. Enable or disable from the Compliance settings panel at any time.
50 SMS threat alerts per month are included with the compliance add-on — enough for virtually any government deployment. No Twilio account or phone number provisioning required on your end.
Match the detection threshold to your agency's risk posture. Change it anytime — takes effect immediately with no restart or redeployment required.
Catches only the clearest, most explicit statements of physical harm — direct weapon references, stated intent to injure, and unambiguous threats against a specific person or location. Lowest false-positive rate. Recommended for high-volume public portals where you need high confidence before triggering an alert.
Catches all direct threats plus credible implied harm — statements that indicate intent to harm without always naming an explicit weapon or method. Covers a broader range of threatening behavior while maintaining reasonable specificity. The right choice for most government and public sector contact centers.
Flags direct threats, implied harm, and broader menacing or intimidating language — including statements that suggest retaliation or hostile intent without explicitly naming an action. Best for environments where any threatening posture must be flagged and documented, regardless of ambiguity.
Any public-facing contact center where hostile interactions with officials or staff are a real concern.
Permit offices, code enforcement, zoning — departments that regularly receive frustrated or hostile public contacts.
Clerk of courts, family court services, public defender offices, probation — high-stress interactions with parties under legal pressure.
Non-emergency tip lines, records requests, community liaison portals — officers and staff deserve protection from public threats.
Benefits agencies, child services, public health hotlines — frontline workers in emotionally charged service environments.
Threat Detection is available as a compliance add-on alongside PII Scrubbing, Data Retention Controls, IP Blocking, and Enterprise SSO. Contact sales to add it to your plan.
| What's included | Detail |
|---|---|
| SMS threat alerts per month | 50 included — sufficient for virtually all government deployments; additional available on request |
| Channels monitored | SMS, IVR voice transcripts, WhatsApp, web chat, Facebook, and all other active Velaro channels |
| Alert delivery | SMS to any configured phone number — no Twilio account or number provisioning required |
| Twilio number requirement | None — Velaro's carrier infrastructure sends alerts on your behalf |
| Actions when threat detected | SMS alert • IP block • conversation close — each independently configurable |
| Sensitivity levels | Low / Medium / High — configurable, takes effect immediately |
| Liability acknowledgment | Required at first activation; timestamped and attributed for compliance records |
| Audit trail | Every threat event logged with matched phrase, severity, IP, and resolution reason |
| Included in plan | Compliance Add-On — available on Professional, Business, Enterprise |
Important limitation: Threat Detection uses automated pattern matching and will not catch all threatening messages. It produces false positives and false negatives. It is one layer of a broader safety program — not a substitute for professional security protocols, law enforcement notification, or emergency response procedures. Enabling the feature requires acknowledging these limitations in the admin console.
Yes. Velaro's IVR transcribes what callers say in real-time. Each transcribed segment is scanned by the threat detection engine the same way a typed message is. If a caller says something matching a threat pattern, the SMS alert fires and the configurable response actions execute.
No. The threat alert SMS is sent using Velaro's own carrier infrastructure — you don't need a Twilio account or to have SMS enabled on your Velaro plan. Just configure the alert phone number in the Compliance settings panel and alerts will arrive. If your plan does include SMS, the same underlying infrastructure is reused.
The conversation is closed and marked as resolved with the reason "Threat detected by automated monitoring." The full transcript — including the threatening message — is preserved in your conversation history. Your agents can review it later. It is also searchable in reports for incident documentation purposes.
Yes. SMS alerts, IP auto-blocking, and conversation auto-close are each independently configurable toggles in the Compliance → Threat Detection settings panel. You can have alerts without blocking, or blocking without closing the chat, based on your agency's policy.
You get 50 SMS threat alerts per calendar month included in the compliance add-on. For most government agencies this is far more than needed — even in a high-volume public contact center, genuine threat detections are rare events. If your deployment reaches the limit, we can discuss an increased allocation. When the limit is reached, detection and the other automated actions (IP block, conversation close) continue — only the SMS alert pauses.
No. Threat Detection is an automated first-notification layer designed to get information to your security team faster so they can make the right call. It does not assess credibility, contact authorities, or take the place of professional security judgment. All real-world threat response decisions — including whether to involve law enforcement — must be made by your security or management team following your organization's established safety protocols. The system serves as an early signal; human review and escalation are always required.
Part of the Velaro Compliance Suite. Available on Professional, Business, and Enterprise plans. Takes minutes to configure.