Three layers to check#
- Provider: the organization or deployment must have a usable adapter and credentials.
- Responder: the recipient must be active and have valid destinations and preferences.
- Policy: the escalation step must select the intended target and channel.
Connectivity and availability#
| Channel | Private-only operation | Current support |
|---|---|---|
| Web response | Yes | Core incident access, ACK, resolution, and audit. |
| Yes, with internal SMTP | Implemented; STARTTLS and certificate verification required. Messages are plain text with a short subject and body. | |
| Customer voice gateway (paging calls) | Yes, for internal extensions | Implemented HTTPS adapter; a customer bridge to CUCM/SIP/PBX is required. |
| Hotline through CUCM (live call routing) | Yes on the PBX side; responders' mobiles are reached over the PSTN | Bundled Asterisk gateway on a SIP trunk. See Live call routing. |
| Private webhook relay | Yes, with operator allowlists | Compatible webhook payload, approved HTTPS hostname and private CIDR. |
| Team chat: Mattermost | Yes, for on-prem Mattermost with an approved host and private CIDR | Implemented incoming-webhook posts per team or service, with Acknowledge links. |
| Team chat: Slack / Microsoft Teams | No | Implemented incoming-webhook posts; approved outbound endpoints required. |
| APNs (iOS app) | No | Optional implemented adapter, with the customer's own key or the push relay; Apple connectivity required. |
| FCM (Android app) | No | Optional implemented FCM HTTP v1 adapter, with the customer's own Firebase project or the push relay; Google connectivity required. |
| Personal Slack / Teams webhooks | No | Optional implemented webhooks; approved outbound endpoints required. |
| Twilio SMS / voice | No | Optional implemented adapters; provider API and relevant callback connectivity required. |
| Not available | Not implemented; never a core dependency. |
See Web and mobile access for the APNs, FCM and push-relay options.
Configure and test#
Organization administrators can save supported provider settings and run an audited provider test. Saved secret fields are redacted. Leaving a secret field blank during an edit preserves the existing secret; it is not a delete operation. Organization-level configuration overrides deployment defaults for that organization.
Disabled, unreadable, or invalid organization configuration fails closed rather than silently falling back to a different account. Correct the override before relying on a deployment-level adapter.
Team chat channels#
A team, or a single service that overrides its team, can post incident events to a Slack, Mattermost or Microsoft Teams channel: opened, paged or escalated, acknowledged and resolved. Messages carry Open and Acknowledge links. The Acknowledge link opens AckNexa, signs the responder in if needed and acknowledges as that person, so the audit trail stays honest without a bot token or inbound chat app.
Edit the team or service, open Chat channel, pick the kind, paste the incoming-webhook URL, choose the events and send a test. Slack's hooks.slack.com is always allowed; a Mattermost or Teams host must be listed in NOTIFICATION_WEBHOOK_HOSTS. Delivery is asynchronous with retries, and posting failures never delay paging. Webhook URLs are encrypted at rest when ACKNEXA_CONFIG_KEY is set.
Internal SMTP#
Use the customer's SMTP server with mandatory STARTTLS and a trusted certificate. For tenant-configured private destinations, the operator must allow the exact DNS hostname and its private CIDR. Loopback, link-local, and metadata endpoints remain blocked. Private webhook relays use the same operator-controlled private-network guard. See Security & identity.
Delivery evidence#
A provider-accepted result means the provider accepted the request. It does not prove inbox arrival, handset presentation, a completed call, or human acknowledgement. Inspect individual attempts and the incident timeline, and test with real recipients. Unknown outcomes can occur after a lease expires or a response is lost; duplicate delivery remains possible.
Phone and SIP destinations#
Use a destination supported by the selected adapter. A SIP address sent through Twilio still depends on Twilio and does not become an internal PBX call. For private telephony, use the customer voice-gateway contract.