Manage Contact Matching & Creation for Calendar and Email Sync

Controlling how email recipient and email meeting invitees are matched to CRM users and contacts is done by selecting a combination of sync policy processing options. Processing options can be found in

• SmartConvert, to sync email and calendar items by drag-and-drop;
• Attendee Syncing, to override the SmartConvert options, so that different processing options can be set for email and calendar sync;
• Inbox, for automated inbound email sync; and
• Sent Item, for automated outbound email sync.

The calendar and email sync configuration includes eight possible combinations of three options that control how email recipients and meeting attendees are matched to CRM contacts and whether Riva creates contacts when a match is not found:

• Must Match ON + Exclusivity ON + Create ON.
• Must Match ON + Exclusivity OFF + Create ON.
• Must Match ON + Exclusivity ON + Create OFF.
• Must Match ON + Exclusivity OFF + Create OFF.
• Must Match OFF + Exclusivity ON + Create ON.
• Must Match OFF + Exclusivity OFF + Create ON.
• Must Match OFF + Exclusivity ON + Create OFF.
• Must Match OFF + Exclusivity OFF + Create OFF.

Must Match ON + Exclusivity ON + Create ON

Must Match ON + Exclusivity OFF + Create ON

1. Riva does not attempt to match against system users.
2. If the recipient is a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva creates a contact.
3. If the recipient is not a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva creates a contact.

In this case, Riva creates employee contacts for matched system users if contacts do not exist.

Riva always creates missing contacts.

This allows Riva to sync internal-only emails when no contacts previously existed.

Must Match ON + Exclusivity ON + Create OFF

1. Riva attempts to match the sender or recipient against system users.
2. If a system user is matched, Riva stops processing the sender or recipient and starts processing the next recipient.
3. If no system user is matched, Riva attempts to match to a contact.
4. If no contact is matched, Riva SKIPS that recipient.

If all recipients are system users, Riva SKIPS this email, because a contact match cannot be made.

This prevents Riva from syncing internal-only emails if there are NO employee contacts and exclusivity prevents Riva from creating new employee contacts.

Must Match ON + Exclusivity OFF + Create OFF

1. Riva does not attempt to match against system users.
2. If the recipient is a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva SKIPS creating a contact.
3. If the recipient is not a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva SKIPS creating a contact and SKIPS matching that recipient.

In this scenario, if Riva cannot match a single contact, the email is SKIPPED.

This ensures that at least one contact match must exist.

Must Match OFF + Exclusivity ON + Create ON

1. Riva attempts to match the sender or recipient against system users.
2. If a system user is matched, Riva stops processing the sender or recipient and starts processing the next recipient.
3. If no system user is matched, Riva attempts to match to a contact.
4. If no contact is matched, Riva creates a contact.

If all recipients are system users, Riva syncs the email to the matched system users.

This allows Riva to sync internal-only emails.

Must Match OFF + Exclusivity OFF + Create ON

1. Riva does not attempt to match against system users.
2. If the recipient is a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva creates a contact.
3. If the recipient is not a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva creates a contact.

In this case, Riva creates employee contacts for matched system users if contacts do not exist.

Riva always creates missing contacts.

This allows Riva to sync internal-only emails when no contacts previously existed and contact matching is being enforced.

Must Match OFF + Exclusivity ON + Create OFF

1. Riva attempt to match the sender or recipient against system users.
2. If a system user is matched, Riva stops processing the sender or recipient and starts processing the next recipient.
3. If no system user is matched, Riva attempts to match to a contact.
4. If no contact is matched, Riva SKIPS that recipient.

If all recipients are system users, Riva syncs the email to the matched system users.

This allows Riva to sync internal-only emails.

Must Match OFF + Exclusivity OFF + Create OFF

1. Riva does not attempt to match against system users.
2. If the recipient is a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva SKIPS creating a contact.
3. If the recipient is not a system user, Riva attempts to match to a contact. If Riva cannot match to a contact, Riva SKIPS creating a new contact and SKIPS matching that recipient.

Riva never creates missing contacts.

If no contacts are matched, Riva syncs the email to matched system users only. This supports internal-only emails and enforces no contact creation.