How Riva Syncs Your CRM and Google Data

Article ID: 1370
Last updated: 05 Oct, 2016

To understand Riva's basic sync features, watch the videos and read the summary descriptions for each type of data that Riva does sync.

How Does Riva Sync Your Contacts and Leads?

Watch the following video on contact sync:

How to sync contacts between your CRM and Gmail or G Suite

Syncing contact and lead data

Sync CRM contacts to Google viewed in "My Contacts"

Sync CRM contacts to Google viewed in Riva-created "CRM" contact group

First Time Sync: Once a user has been added to a sync policy and Riva runs a first time sync against that user, Riva syncs a filtered list of contacts and leads from the CRM and creates those as contact records in Google Contacts:

  • CRM Contacts are created and synced to a policy defined contact group name.
  • CRM Leads are created and synced to a separate contact group name with the addition of the word "Lead".

Normal Data Sync: Riva can support bidirectional or unidirectional data syncing between the CRM and Google. When bidirectional syncing is enabled, Riva, by default, syncs contacts and leads as follows:

  • Riva syncs created, modified, and deleted contacts and leads from the CRM to Google.
  • Riva syncs created and modified contact records from Google to the CRM. By default, Riva does not sync deleted Google contacts to the CRM, because Riva considers the CRM contact, lead, and account records as authoritative over email records.
  • Riva automatically syncs contact and lead changes from the CRM to Google.
  • Riva can be configured to require a Riva group to be applied to a Google contact record item before Riva syncs that item to the CRM.
  • Riva can support de-duping Google contact records against existing CRM contacts for on-boarding and creation purposes.
  • All contacts records in Google that Riva has synced with the CRM are added to the Riva contact group.
  • Riva can filter contact sync based on visibility in the CRM or ownership of the contact record in the CRM, creation or modification dates of contact records, maximum record counts, and custom filters that can be designed by Riva professional services.

How Does Riva Sync Your Calendar Events and Tasks?

Sync CRM Calendar Items to the Google Calendar

Sync CRM events (with multiple invitees)

Syncing calendar events

First Time Sync: Once a user has been added to a sync policy and Riva runs a first time sync against that user, Riva syncs calendar items from the CRM and creates those as calendar items in the user's primary calendar in Google. Those calendar records appear in the user's primary Google calendar and are colour-coded using the Riva-assigned colour for calendar items.

Normal Data Sync: Riva supports bidirectional and unidirectional data syncing between the CRM and Google. When bidirectional syncing is enabled, Riva, by default, syncs the calendar as follows:

  • Riva syncs created, modified, and deleted appointments, events (meetings), phone calls, and service calls (for Microsoft Dynamics CRM only) from the CRM to Google.
  • Riva syncs created, modified, and deleted appointments and meetings from Google to the CRM.
  • Riva automatically syncs calendar changes from the CRM to Google.
  • Riva can be configured to ignore private appointments and can treat CRM deletions as cancellations in Google. For example, if a user deletes a calendar item in CRM, Riva syncs it to Google and modifies the title of the calendar item to show "Deleted in CRM".
  • Riva syncs recurring appointments from the CRM to Google (if supported by the CRM).
  • Riva syncs Google recurring appointments and meetings to the CRM and creates individual calendar items in the CRM.

Syncing tasks

CRM task that Riva will discover during first time sync

Riva created a "CRM" task list and saved the CRM task to it

User can open and modify the task content which Riva will sync back to the CRM

First Time Sync: Once a user has been added to a sync policy and Riva runs a first time sync against that user, Riva will sync task items from the CRM and create those as tasks items in the user's primary Tasks list in Google.

Normal Data Sync: Riva supports bidirectional and unidirectional data syncing between the CRM and Google. When bidirectional syncing is enabled, Riva, by default, syncs tasks as follows:

  • Riva syncs created, modified, status-updated, and deleted tasks from the CRM to Google and from Google to the CRM.
  • If a task is marked as "completed", Riva syncs it as an update and changes the status to "completed" in the corresponding system. Once marked as "completed", Riva stops syncing any changes to the task item.
  • Riva automatically syncs task changes from the CRM to Google.
  • Riva can be configured to sync using a separate Google task list list before Riva syncs that item to the CRM.

How Does Riva Sync Your Email to the CRM?

Riva supports archiving emails into the CRM. Emails will be related to email recipients that can be matched to CRM users, contacts, and leads. Riva does not sync emails created in the CRM into Google. Emails can be used as a source item to create opportunities, cases, or other module items in the CRM, depending on the CRM. Learn more about how Riva can sync emails.

Watch the following video:

How to archive email from Gmail to CRM contacts

Syncing emails to the CRM

Track emails to the CRM contacts by using drag and drop to the "- Create New Email" label

First Time Sync: During the first sync, Riva builds, in the user's mailbox, a new label structure that contains "drop labels". A user can sync an email to the CRM by moving it or copying it into an appropriate "drop label".

Normal Data Sync: By default, Riva archives emails and matches the email recipients to the CRM user first, then to CRM contacts, and then to CRM leads (if enabled in the sync policy). Riva can be configured to sync emails and create module items in the CRM, typically new opportunities, cases, projects, or quotes. Riva also supports custom objects for some CRMs. For each email placed in a "drop label", Riva archives it to the CRM as follows:

  1. Riva attempts to match each email recipient and the sender to CRM users. If no match is found, Riva attempts to match to CRM contacts. If no match is found, Riva checks against leads (if configured to do so).
  2. If a match is not found, Riva attempts to create a contact (or lead if configured to do so). For a new contact, Riva tries to match the new contact to an existing CRM account by matching the Company field to CRM account names, then by email domain name (for example, @example.com) to the website field or email address field of CRM account records. If a match is found, the new contact is created and related to the existing CRM account. If no match is made, Riva creates a new account using the Company name field or email domain name, depending on how the sync policy is configured.
  3. For most CRMs, Riva creates an email item. For some, like Salesforce, Riva creates an activity item that appears as a completed task if matched to a CRM contact or lead, or as an uncompleted task if matched to a system user.
  4. Riva moves the email from the drop label back to either the Inbox or the Sent Mail label and assigns the Processing Complete! label to the email.

The SmartConvert tab of the sync policy has many options that control how email sync is implemented.

Sync CRM module info to email

Watch the following video:

How to view and access CRM opportunities and cases from Gmail

Use summary emails to quickly look up Items in the CRM

Sync CRM opportunities, cases, and custom objects between the CRM and Google

Normal Data Sync: Riva creates summary emails in the Google mailbox in the module labels of the drop label structure, for example the Opportunities label. Those emails contain summary information about each active module item (for example, an opportunity). Each email also includes a button or website link to open the module item in the CRM in either Edit or View mode (depending on the CRM).

Use email to create opportunities, cases, or custom modules

Use SmartConvert to convert an email into a new CRM opportunity

Create opportunities and cases using email

First Time Sync: During the first sync, Riva builds, in the user's mailbox, a new label structure that contains "drop labels". Drop labels (for example, "- Create New Opportunity") are added for each module that is enabled on the Other page of the sync policy.

Normal Data Sync: When a user places an email in a "- Create New [module]" label, Riva processes that email as follows:

  1. Riva attempts to match recipients to CRM users, contacts, and leads. The matching process is the same as when syncing emails to the CRM.
  2. Riva creates a module item (for example, a new opportunity) in the CRM and assigns it to the user that Riva is syncing.
  3. Riva adds the email to the Activity History of the new module item and of the matched contacts and leads.
  4. Riva syncs a new summary email to the parent module label; for example, Riva syncs a summary email to the Opportunities label.
  5. If AssignTo is enabled (see Use AssignTo to archive email against existing opportunities and cases), Riva syncs a new email drop label for the new item. For example, Riva creates a new opportunity drop label under the \Opportunities\Assign To\ label).
  6. Riva moves the email back to the Inbox or Sent Mail label and assigns the Processing Complete! label to the email.

Use AssignTo to archive email against existing opportunities and cases

Watch the following video:

How to assign an email from Gmail to a CRM opportunity or case

Archive emails against opportunities, cases, or custom modules

Use AssignTo to archive emails against existing opportunities, cases, or custom modules

First Time Sync: During the first sync, Riva adds an \Assign To\ label under the parent module folder for each module enabled on the Other page of the sync policy. Riva adds a drop label for each active module item that is either visible to or owned by the user. The label name is based on the module item:

  • Opportunity label names include an index number, the title of the opportunity, and the value of the opportunity.

    Example: \Opportunities\Assign To \[1] 3000 Widgets for Acme Corp ($120,000)
     
  • Case label names include an index number, the case number, and the title of the case.

    Example: \Cases\Assign To\[1] [12934] Widget control not activating automatically on restart

Normal Data Sync: When a user places an email in an AssignTo drop label, Riva processes that email as follows:

  1. Riva attempts to match recipients to CRM users, contacts, and leads. The matching process is the same as when Syncing emails to the CRM.
  2. Riva adds the email to the Activity History of the existing module item and of the matched contacts and leads.
  3. Riva syncs an update to the summary email in the parent module label. For example, Riva syncs a summary email to the Opportunities label.
  4. Riva moves the email back to the Inbox or Sent Mail label and assigns the Processing Complete! label to the email.

How Does Riva Work with Tablets and Smartphones?

See our Knowledge Base articles about syncing CRM data with mobile devices:

Other Training Videos

Watch our YouTube videos where you can see

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Article ID: 1370
Last updated: 05 Oct, 2016
Revision: 17
Views: 5716
Comments: 0
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folder Riva On-Premise - CRM Sync -> How Riva Syncs Your Data (User Guides)

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