Product overview
Communications
Explains how Raven sends a message over the right channel, respects consent and quiet hours, and keeps a full delivery log for every message.
Raven sends a message over the channel each person accepts, respects their consent and quiet hours, and keeps a full delivery log for every message.
What Raven does
A channel is a way a message travels to a person, such as a push notification, an SMS or an email. Raven sends every hospital message over the channel that suits the person and the moment.
Raven carries the whole message life: it reads the person's consent, chooses the channel, sends from an approved template, and logs what became of the message. One tool owns outbound communication for the hospital, so every message follows the same governed path.
The channels
| Channel | Best for |
|---|---|
| Push | A member of staff signed in to the desktop |
| In-app | A message read inside a tool |
| SMS | A patient reminder that reaches any phone |
| A booking confirmation on a channel the patient uses | |
| A longer message or an attached document | |
| Voice | A message that needs a person to hear it |
Choosing a channel
Raven reads the person's accepted channels and picks the one that fits the message. A staff alert reaches a signed-in clinician by push; a booking confirmation reaches a patient by the channel they gave.
If a message returns undelivered on one channel, Raven records the outcome and can carry it on a fallback channel the person accepts. The message reaches its person, and the log holds each attempt.
Consent and quiet hours
Raven sends to a person only over a channel they have consented to. Consent is held as a record against the person, and each send reads that record before the message goes.
Quiet hours hold a routine message until a person's stated hours open. An urgent clinical message reaches the person at once, and the override is recorded with the message, so the exception stays visible and accountable.
Consent is read on every send
Each message checks the person's consent record before it leaves, and the send carries a reference to the consent it relied on. A withdrawn consent takes effect on the next send, so a person's current wishes govern what reaches them.
Read how a patient sets their own directives in access directives.
Approved templates
Raven sends from hospital-approved templates rather than free text. A template carries the wording the hospital has agreed, fills in the specific details of the message, and holds every message to a consistent, reviewable form.
Because the wording is agreed in advance, a reviewer reads a template once and knows what every message built from it says. The specific details vary; the shape stays fixed.
The delivery log
Raven keeps a full delivery log for every message. Each entry records the channel, the moment the message was sent, and what became of it.
| Delivery state | What it means |
|---|---|
| Sent | Raven handed the message to the channel |
| Delivered | The channel confirmed it reached the person |
| Read | The person opened the message |
| Failed | The channel returned the message undelivered, and Raven records why |
channel string Required | The channel the message travelled over. |
template string Required | The approved template the message was built from. |
sentAt timestamp Required | The moment Raven handed the message to the channel. |
state string Required | Sent, delivered, read or failed. |
consentRef reference Required | The consent record the send was checked against. |
From alert to message
When Sentinel decides an alert needs to reach a person, it hands the delivery to Raven. Raven applies the person's channel, consent and quiet hours, sends the message, and logs its delivery.
This split keeps one clear line of responsibility. Sentinel owns whether an alert fires; Raven owns how the message travels and records that it arrived.
Common questions
What decides which channel a message uses?
The person's accepted channels and their consent decide it. Raven sends over a channel the person has agreed to, and prefers the one that suits the message.
Does a reminder arrive during quiet hours?
A routine reminder waits until the person's quiet hours open. An urgent clinical message reaches them at once, and the override is recorded.
Can I see whether a message arrived?
Yes. The delivery log records the channel, the send time, and whether the message was delivered, read or returned.
Read how an alert reaches the ledger before it becomes a message in alerts.