Conversation Follow: Syncing Conversations to Your CRM

Conversation Follow: Advanced Email Conversation Tracking to CRM

In Riva 2.4.53 or higher, it is possible to configure a sync policy so that after an email has been tracked manually to one or more CRM items, all the follow-up emails in the same Office 365 or Exchange conversation are tracked automatically to the same CRM items.

Contents:

• Support.
• Workflow.
   

Support

• Office 365 and Exchange.
• All the CRMs supported by Riva.
• Riva Insight Track in CRM.
   

Workflow

To synchronize email conversations with Conversation Follow:

1. An admin enables Conversation Follow.
2. An end user manually syncs an email.
3. The Riva sync service automatically tracks the conversation's follow-up emails.
4. An email user stops the autotracking of a conversation.

Step 1: Enable Conversation Follow

(Riva 2.4.53 or higher for Office 365 and Exchange.)
Actor: A Riva administrator in your company.

1. Start the Riva Manager application.

2. In the right pane, double-click the sync policy.

3. Select the SmartConvert tab.

4. In the right pane, select this check box: Automatically synchronize emails based on conversation.

5. Save the policy.
    

Step 2: Manually sync an email

Actor: An end user who syncs with Riva.

• In Outlook, manually sync an email in one of the usual ways:
  • Drag it to a SmartConvert or Assign To folder; or
  • Set a Riva-specified category on the email in the Inbox or Sent Items folder; or
  • Use the Riva Insight Track in CRM feature.
  Results:
  • The email is tracked to one or more CRM items.
  • The email's category is set to Processing Complete!.
    Note: In your system, the category name "Processing complete!" may have been changed.
   

Step 3: Automatically track the conversation's follow-up emails

Actor: The Riva sync service.

• The Riva sync process
  • Identifies follow-up emails that belong to the same Office 365 or Exchange conversation as the manually synced email;
  • Automatically tracks them to the same CRM item(s) as the manually synced email; and
  • Sets the follow-up email messages' category to Conversation Tracked.
    • Note: The Conversation Tracked category can be renamed.
    • To rename the Conversation Tracked category:
      • Configure the following advanced option on the sync policy:
        Sync.Ex.ProcessConversations.ImplicitEmailCategory = new, where new is the wording that replaces "Conversation Tracked".
         

Step 4: Stop automatically tracking a conversation

Actor: Anyone who replies to or forwards one of the conversation's emails. (This may be a non-syncing user, including someone outside your company.)

• In Outlook, change the email's Subject line while replying or forwarding.
  Results:
  • The Subject line change causes Exchange or Office 365 to treat the email as the beginning of a new conversation.
  • This new conversation can be synced by Conversation Follow only if an end user manually syncs an email from it.
     

A special case:
Actor: An end user who syncs with Riva.

• In Outlook, manually copy or move a conversation's follow-up email to a different Assign To folder.
  Result: Conversation Follow tracks that email and that conversation's subsequent emails to the CRM item that corresponds to the new Assign To folder.