This article applies to Riva 126.96.36.199496 or higher.
Note: For the early phases of email conversation tracking in CRM, which were introduced in Riva 2.4.50 through Riva 2.4.53, there is no documentation. For advanced email conversation tracking, we recommend upgrading Riva to version 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 Captured 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 the 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.