Before you can configure your synchronization policy, if you are using a Corporate account, you need to prepare the service account that Riva will use to connect to your email environment.
After the CRM and email connections have been created, the next step is to create, configure, and enable a CRM synchronization policy.
Note: Different synchronization options are available, depending on the CRM and the email system. Other than the CRM-specific options, the general setup and configuration process apply to all supported CRMs. The screen shot for Step 3 may look different for your CRM, because only the options that apply to your CRM will be displayed.
To create the sync policy:
On the General tab, ensure that the Enable Policy check box is cleared (not selected). You need to leave the policy disabled until you have completed the full configuration.
Under Historic CRM Item Filtering, to the right of Sync Start Date, select the calendar button, and choose the desired sync start date. This defines how far into the past Riva checks the CRM for active items (contacts, calendar items, tasks, opportunities, etc.) for the initial synchronization.
Riva Cloud creates a copy of your CRM contacts, open calendar items, and uncompleted tasks that have been created or modified on or after the sync start date. During the initialization process, no information syncs from the email system to the CRM.
Note: For trial licenses, you are limited to a sync start date of 15 days into the past. After purchasing Riva, update the sync start date as far back as necessary.
In the Error Email Notifications field, enter one or more email addresses for the administrators to receive notifications whenever a user has five concurrent sync errors.
On the Schedule tab, modify the sync intervals for "peak" and "off-peak" hours. The options available to you differ, depending on your subscription level (Lite, Standard, or Premium).
Tip: If your hosted email or CRM services charge for data throughput or limit API calls, you may want to increase the sync intervals to reduce the number of times a full sync is scheduled.
The Category Name is used to identify items that originate from the CRM and/or need to be synchronized from the email system to the CRM. In the email system, contacts are added to the default contact list and assigned the CRM category name, for example Company CRM. Leads are added as contacts with the category of Company CRM Leads. Appointments, phone calls, and tasks are added to your calendar and assigned the appropriate category and colour. The Category Name is used to create the parent folder in the user's mailbox for email sync; see SmartConvert. After saving the policy, you cannot change the Category Name.
The Category Color can be selected from the drop-down list and is assigned to the Riva-generated categories in the Exchange Master Category List in the Outlook client.
Auto-synchronize new items is used to control when Riva syncs new items to the CRM:
The options selected here dictate which modules sync, depending on the other settings you select on the Email AssignTo tab
This step applies to Standard and Premium subscriptions only.
On the SmartConvert tab, enable and configure the ability to create new CRM items. By moving or copying an email item to a corresponding "- Create New" drop folder, a user makes SmartConvert do the following:
To turn this feature on, select Enable SmartConvert.
Riva first reads the addressees in the header of the email. For each addressee, Riva attempts to find a matching CRM user (referred to as the "system user" in the Riva logs), contact, and/or lead in the CRM. Syncing or tracking the email into the CRM means creating a copy of the email in the CRM. The tracking is handled in accordance with the contact and account/organization (and email item handling) option settings. Select or clear any of the following check boxes:
This step applies to Premium subscriptions only.
The Assign To feature enables you to archive emails to "other" items like cases, opportunities, projects, or quotes.
On the Email Assign To tab, select the Enable AssignTo check box.
If enabled, the feature creates individual AssignTo "drop folders" for the most current CRM objects (cases, opportunities, projects, and quotes), depending on the modules that you enabled on the Configuration tab. (See Step 3.) Folder creation and folder sort options manage those "drop folders".
Folder Creation Options:
Folder Sort Options:
This step applies to Premium subscriptions only.
The Email Sent Items and Email Inbox tabs are for automatic email sync. Both tabs have the exact same options but respectively affect your Sent Items or Inbox folder separately. If you select this feature on either or both tabs, users do not have to manually move or copy email from respectively the Sent Items and/or Inbox folder to a "- Create New Email" folder to archive the email to the CRM.
Warning: Enabling this feature can significantly increase the amount of physical storage space used by the CRM to store archived email. Carefully consider CRM financial costs for data storage before enabling this feature.
To enable the feature, select the Enable Email Sent Items and/or Enable Email Inbox check box. The email processing and contact creation filters appear when the check box is selected.
By default, Email Sent Items and Email Inbox are configured to archive only sent or inbox email items that can be matched to an existing CRM contact. This prevents archiving unwanted email and creating contacts in an uncontrolled manner.
Before you enable the policy, we recommend reviewing all of the settings and options for all the tabs. Some settings cannot be changed after the policy has been enabled.
To enable the policy: