Riva CRM Integration - Documentation and Knowledge Base

CRM-Related Folders Created by Riva in Email Clients

Article ID: 1668
Last updated: 26 Aug, 2019


Default Locations of the Folders Created by Riva

The master folder

The master folder created by Riva in an email client is inserted by default below the Inbox and other core email folders.

By default, the master folder is named after the CRM that is synced by Riva. Before the sync policy is saved for the first time ever, the master folder name can be changed on the Address Books page of the sync policy.

After the sync policy has been saved, the master folder name can no longer be changed

The master folder is the parent of drop folders.

The drop folders

The drop folders are located under the master folder. There are one, two, or three different types of drop folders, depending on how the sync policy is configured.

The "- Create New Email" folder

Benefit: Copying or moving emails to this folder tracks them in the CRM. More specifically, it relates them to contacts or leads and possibly to accounts, depending on the sync policy configuration.

SmartConvert folders such as "- Create New Case"

Configuration scenario:

  • SmartConvert is enabled and
  • the policy is configured on the Other page to sync other modules, for example Cases or Opportunities.

In this scenario, the default folder structure created by Riva contains folders like these:

Benefit: A Riva user can copy or move an email message to the "- Create New Case" or "- Create New Opportunity" SmartConvert folder to create a new case or opportunity in the CRM.

AssignTo folders and their subfolders

Configuration scenario:

  • AssignTo is enabled and
  • the policy is configured on the Other page to sync other modules, for example Opportunities.

In this scenario, the default folder structure created by Riva contains folders like these:

The subfolders under the Assign To folder correspond to active opportunities assigned in the CRM to the Riva user.


  • The user can copy or move an email message to a subfolder to assign (track) it to the opportunity in the CRM.
  • If that opportunity is updated in the CRM, the changes are synced to the corresponding subfolder under Assign To in the email client.

Ability to Change the Folder Structure

In Riva or higher, the default folder structure created by Riva can be changed in the Folder Structure Editor:

  • Any folder can be renamed.
  • Some folders can be deleted.
  • New folders can be added.
  • "- Create" folders can be moved, for example to under a new folder.

Note: If a folder originally created by Riva is deleted in the Folder Structure Editor, the editor recreates the folder with its original name in its original location.

Best practices:
  • Before the first sync is the best time to change the overall default folder structure. — Making the change after the first sync would require contacting the Riva Success Team.
  • After the first sync, if an additional module is configured to sync, rename its corresponding default folders or move them before that module is synced for the first time.
    Example: If this policy syncs only email (which uses the "- Create New Email" folder) and is being prepared to sync opportunities, rename or move the Opportunities folders before using the policy to sync opportunities for the first time.
    — Making the changes after the first sync of that additional module would require contacting the Riva Success Team.

To change the folder structure:

  1. Start the Riva Manager application. On the menu bar, select Policies.

  2. In the right pane, double-click the policy whose Riva-created folder structure needs to change.

  3. Near the bottom left of the Edit CRM Synchronization Policy window, select Folder Structure.

    Result: The Folder Structure page displays the folder structure that Riva is to use in the email client. The Inbox, Sent Items, and Drafts folders are read-only in the editor and are displayed as reference points.

  4. In the right pane, select the Enable Folder Structure Editor check box.

    The warning that appears applies only if the folder structure is changed after the policy has been used to sync the folders that you intend to affect.

  5. Edit the folder structure.

    • To rename a folder, double-click it, change the name, and press Enter.

    • To add a subfolder, select the parent folder, and choose Add New Folder.

    • To move a folder, drag and drop it onto its new parent folder.

    • To delete a folder, select it, and press Del.

    • To revert the entire folder structure to the default structure, right-click any folder, and select Reset All Nodes.

    • To revert one or all of your changes to a folder, right-click the folder, point to Reset Selected Node Default, and select the relevant available menu option.

  6. If this policy has never been saved, finish configuring it, and select Save.

    • Result: The first sync will create the folder structure that was specified in the Folder Structure Editor. No further action is required.

    If an additional module has just been configured to sync and has not synced yet, and if the only renamed, added, moved, or deleted folders pertain exclusively to that module, select Save.

    • Result: The next sync will add the module-related folders as specified in the editor. No further action is required.

    If the folder structure changes affect modules that have already synced, contact the Riva Success Team for guidance on re-initializing all the users with the Full re-init option.

    • Result: The Riva Success Team will ensure that the new folder structure is implemented in the email clients and that all previously synced items have been relocated to the correct locations in the new folder structure. No further action is required.

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Article ID: 1668
Last updated: 26 Aug, 2019
Revision: 14
Views: 7267
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