This article applies to Riva 188.8.131.52496 or higher.
Conversation Capture: Advanced Email Conversation Tracking to Salesforce
Conversation Capture is supported for
Conversation Capture is powered by the Riva Conversation Capture Managed Package, available in Salesforce.
The managed package creates a Conversations module in your instance of Salesforce.
Location of emails in a Conversation object:
Warning for Office 365 or OWA, if the folder structure is set to display emails as conversations:
If you drag and drop an email when it has been grouped with other emails as a conversation in Office 365 or OWA, multiple conversations are created in Salesforce — one for every reply.
We recommend setting the folder structure to display emails as messages, because users used to drag-and-dropping emails are likely to forget about this warning.
In Outlook, categories are assigned by Riva to show that an email in a conversation has been synced:
There are two ways to stop a conversation capture:
Note: By default, if there have been no follow-up emails to a conversation for 180 consecutive days, that conversation is no longer going to be captured. It is possible to configure a different number of days. See Configure the sync policy for Conversation Capture.