Riven Comms
LiveMessaging, voice, and notification delivery on one channel model — provisioned alongside Riven Mail and addressed by the same identity.
Comms is the non-mail half of communication: chat channels, messaging, voice, and outbound notification. It is provisioned with [Riven Mail](/docs/commerce/riven-mail) at signup, sharing the same identity and the same contact records so a person is one entity across every channel.
Channel model#
| Channel | Direction | Typical use |
|---|---|---|
| Internal message | Both | Team threads inside a Riven organisation |
| Customer thread | Both | Support and sales conversations linked to a Commerce account |
| Notification | Outbound | Order events, quota warnings, Status incidents |
| Voice | Both | Call routing with transcript capture |
| Webhook | Outbound | Machine delivery to a customer endpoint |
Every channel resolves to a contact in Riven Contact Graph. That is what makes a support thread, an order, and a call recording show up on the same account timeline.
Delivery guarantees#
- Messages are queued and retried with backoff; delivery state is observable in Riven Telemetry.
- Outbound notifications are idempotent on an event key, so a retried publish does not double-notify.
- Failed webhook deliveries are retained for replay rather than dropped.
AI in the loop#
Agent-authored replies run through the gateway and are marked as agent-authored in the thread. A human can take over a thread at any point, and the handover is recorded.
Voice transcripts and message bodies are treated as customer data. Model calls against them route on-prem first — see Riven Ultra Router for the ordering and Riven Trust for the data-handling posture.