Conversation Capture Setup in Salesforce for Riva Sync

To set up Conversation Capture in Salesforce:

1. Create a profile designed for Conversation Capture.
2. Assign the profile to the users.
3. Install the Riva Conversation Capture managed package.
4. Edit the module layouts.

Step 1: Create a Profile Designed for Conversation Capture

If you already have a custom profile, the Riva Conversation Capture Managed Package can be installed for that custom profile instead of creating a new profile.

1. In Salesforce, in the top right corner, select Setup.

   Note: The next step is different for Salesforce Classic and Salesforce Lightning.

2. Do one of the following:

   • In Salesforce Classic, select Manage Users, and then choose Profiles;

     - or

   • In Salesforce Lightning, under Administration, navigate to Profiles.

3. On the Profiles page, select New.

   Note: This allows you to clone from the Salesforce defined profiles.

4. Select the profile relevant to the client’s use, for example Standard User.

5. Name the profile so that it is easy to identify for Conversation Capture, for example, Riva Standard User.

6. Save the new profile.

Step 2: Assign the Profile to the Users

1. Navigate back to Users, and select Users.

2. On the Active Users page, select a user that you want to enable Conversation Capture for, and edit that user.

3. In the Profile field, select the profile that was created for Conversation Capture, for example Riva Standard User.

4. Select Save.

5. For any other user that you want to enable Conversation Capture for, repeat steps 2–4.

Step 3: Install the Riva Conversation Capture Managed Package

1. Recommended: Ensure that your browser is up to date.

2. Navigate to https://login.salesforce.com/packaging/installPackage.apexp?p0=04t6A000002sxSR.

3. Log in as an administrator.

4. On the Install Riva Managed Package page that appears, select Install for Specific Profiles.

5. Under Select Specific Profiles, under Set access level for all profiles, select No Access.

6. In the profile list, find the profile that you created for Conversation Capture, and set its access level to Conversation Accessible User.

7. Scroll to the top of the page, and below the orange banner, select this check box: I acknowledge that I'm installing a Non-Salesforce Application that is not authorized for distribution as part of Salesforce's AppExchange Partner Program.

8. Below the check box, select Install.

   Results:

   • The Riva Conversation Tracker managed package is installed.
   • The Conversation object is available.
   • Access to the Conversation object is granted to the profile you created for Conversation Capture.
      

   Note: The Conversation object is read-only, except for these fields: Conversation Name and Account.

Step 4: Edit the Module Layouts

The goal is to edit the layouts to add the conversation object to one or more of the modules that are supported for Conversation Capture.

This step is required, because the users' setup and/or layout view cannot be overridden with a default Riva layout.

• Edit the module layouts in Salesforce Classic.
• Edit the module layouts in Salesforce Lightning.
   

Edit the module layouts in Salesforce Classic

For every supported module that you want to use Conversation Capture for, follow these steps:

1. Navigate to the module view, for example the Accounts view, and open an existing item, for example an account.

2. In the top right corner, select Edit Layout.

3. In the module layout window, for example the Account Layout window, scroll to the bottom and select Related Lists.

4. From the available objects, drag and drop the Conversations object onto the desired location on the module layout page, for example the Accounts page.

5. In the top left corner of the module layout area, for example the Account Layout area, select Save to save the page layout.

Edit the module layouts in Salesforce Lightning

For every supported module that you want to use Conversation Capture with, follow these steps:

1. In the top right corner, select Setup.

2. Under Platform Tools, select Objects and Fields.

3. Select Object Manager.

4. From the list of objects, select the module that you want to edit.

5. From the list on the left side, select Page Layouts.

6. Select the Page Layout that you want to edit.

   Note: If you use Marketing, Sales, and Support layouts, all three need to be edited.

7. In the module layout window, for example the Account Layout window, scroll to the bottom and select Related Lists.

8. From the available objects, drag and drop the Conversations object onto the desired location on the layout page, for example the Accounts page.

9. In the top left corner of the module layout area, for example the Account Layout area, select Save to save the page layout.